6 Webinar Benefits for Customer Success

event blog article author
Eric Lewerentz
Customer Success
Updated: June 27th, 2024
Published: June 25th, 2024

Explore the undeniable reasons why webinars should be a part of your Customer Success strategy. Improve customer health, find upsell opportunities, and drive customer engagement at scale.

6 benefits of hosting webinars as customer success

Innehåll

Webinars have become a usual Customer Success initiative (especially within SaaS), offering a dynamic way to improve customer health, drive upsell opportunities and work efficiently at scale. They serve as a bridge connecting your expertise with your target account’s needs, offering a platform for interactive learning and engagement. This guide will explore the main benefits of webinars.

Let's dive into how webinars can revolutionize your customer success strategy.

Overcoming the limitations of traditional customer cuccess

The Customer Success role is still in its infancy, lacking clarity and consistency across companies due to its rapid evolution and dependency on factors like company stage, product, and customer type.

Therefore, it is important to adopt new methods that provide clients more value from your product, achieve desired outcomes, and reach your target KPIs such as Net Revenue Retention (NRR) or churn rate.

Implementing data-driven and scalable approaches like email, webinars, videos, knowledge base, or customer communities to deliver communication at scale. This way you can enjoy the benefits of a traditional 1-to-1 touchpoint, but without scaling issues due to time constraints.

The benefits of hosting webinars (Customer Success Edition)

Regardless of the type of webinar you host or your company goals, webinars offer numerous benefits to help you achieve your objectives. Below are 6 benefits to maximize client engagement, insights, and boost your growth.

1. Establish a touchpoint and get customer insights

Webinars create meaningful touchpoints with customers while generating valuable data on their engagement and interests.

This data can be leveraged to personalize future interactions, monitor customer health and understand who could refer, identify upsell opportunities, who could be detractors or even risk churning. You will never have the resources to give attention to each customer, without working data-driven. Make use of an integration to leverage the data. Popular datapoints for Customer Success webinars are:

  • Which customers attended your webinars?

  • Measure how much your customers engaged with your webinars using: watch-time and logged if they have asked a question.

Startdeliver x Univid - Webinar Integration for Customer Success Stars

2. Smooth onboarding

Webinars are an effective way to introduce new customers to your product or service, guiding them through initial setups and key functionalities. This ensures a smooth onboarding process, reducing time-to-value and increasing customer satisfaction.

Live onboarding webinar in Univid

By offering a comprehensive overview and step-by-step instructions, webinars help optimize the onboarding process. They educate customers on core functionalities and walk them through their first actions, whether setting up software or using the product for the first time. This approach eliminates the need for repetitive onboarding sessions and ensures all customers start off on the right foot.

3. Improve customer health and drive revenue growth

Customer Success webinars empower you to improve customer retention rates, increase customer lifetime value, and drive revenue growth.

As a CSM (Customer Success Manager), it can also be of interest to increase feature-specific adoption over time. As you can see, a lot can be accomplished using a webinar.

Ask for customer feedback through webinar polls

4. Broaden your audience and expand existing relationships

Webinars provide opportunities to expand relationships within your customer’s organization. Registering for your webinar already signifies interest in your brand, marking an important step in the customer journey. By engaging multiple stakeholders, you can ensure broader product adoption and deeper integration into their workflows. Getting as many people as possible within the company actively using your product or service helps reduce customer churn, especially as staff changes occur.

Live Q&A från webbinarie i Univid

Additionally, live webinars enable you to conduct Q&A sessions and polls to encourage engagement. They are helping you identify key individuals within your accounts willing to engage further. High engagement during webinars often indicates a readiness for deeper conversations, allowing you to build and strengthen relationships with your customers.

5. Crush your customer success KPIs through word-of-mouth

Customer success can greatly impact word-of-mouth, a powerful marketing tool.

Customer Success helps companies unlock the value of a service and achieve a compelling ROI as a result. Happy, loyal buyers often become brand advocates, sharing their positive experiences through product reviews, social media posts, and personal recommendations.

Example of word of mouth for webinar software - G2 reviews, etc.

Customer Success webinars can leverage these positive customer experiences to drive growth. According to Vitally, such webinars enable your company to receive actionable feedback from engaged customers, improving word-of-mouth efforts. Satisfied customers who benefit from informative and engaging webinars are more likely to become brand advocates, significantly enhancing your brand’s reputation and attracting new customers.

This strategy aligns well with RevOps and marketing teams, making your webinar endeavours popular to support throughout the marketing department.

6. Say goodbye to friction in your cross-sell or upsell opportunities

Customer Success webinars engage your clients and provide constructive feedback. This feedback provides valuable insights for your product team, helping refine your product and better meet customer needs. Avoid missing out on deal expansions due to bad customer experiences. Ensure seamless communication and support.

Webinar KPI Dashboard in Univid

To further improve collaboration with your product team, set up mutual metrics such as product usage, address open tasks, and determine what feedback to seek. This alignment ensures that Customer Success efforts are effectively driving cross-sell and upsell opportunities, enhancing overall customer satisfaction and revenue growth.

Registrerad webinardeltagare

How to host webinars as Customer Success

Webinars hosted by Customer Success typically focus on the retention stage of the customer journey.

Webbinarie live i Univid med massor av interaktivitet

For example, webinars can be used to introduce new customers to a product or service during the onboarding process, provide ongoing training and support, and offer insights into best practices and industry trends relevant to your client's success. This can help improve customer retention rates, increase customer lifetime value, and drive revenue growth for the business.

For more information on this topic - check out our 5 webinar formats for Customer Success.

Conclusion

Webinars have emerged as a powerful tool for enhancing Customer Success strategies, particularly within the SaaS industry. They create valuable touchpoints with customers, generating data that can be used to personalize interactions, monitor customer health, and identify upsell opportunities.

Webinars also ensure smooth onboarding by guiding new customers through initial setups and key functionalities, reducing time-to-value and increasing satisfaction.

Additionally, they help improve customer retention rates and drive revenue growth by engaging stakeholders and expanding relationships within customer organizations. Furthermore, webinars foster word-of-mouth advocacy, transforming satisfied customers into brand advocates who enhance your reputation and simplifies your growth expansion.

By integrating webinars into your customer success initiatives, you can mitigate friction in cross-sell or upsell opportunities, refine your product based on customer feedback, and ultimately achieve greater customer satisfaction and business growth.

Psst.. host your customer success webinar with Univid - you can try it for free below 👇

Kom igång idagGör som över 70.000 användare och skapa engagerande webbinarier med Univid.Testa UnividVisa mig en demo
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