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Monday, April 23 • 3:00pm - 3:45pm
The Customer Success Blueprint: People & Technology

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People: What are the component functions/parts of an optimized Customer Success group?  On-boarding/ProServe?  Support?  Training?  Sales Engineering? Customer Success Operations?  Customer Intelligence?  Advocacy management?  Why should these and others be included in the Customer Success organization?  

What are the key skills and knowledge required for an effective Customer Success group?  What is the case for justifying your staffing requests?

Customer Success Technology:  Currently, only about 25% of all Customer Success groups have a dedicated CSTech application installed.  What are the rest of them doing about systems and technology to support their work?

The Customer Success Blueprint is the result of over 8 years of research conducted by The Customer Success Association.  Senior members of the worldwide Customer Success Community will be present to share their direct personal experiences in the Q&A period and afterward.

avatar for Mikael Blaisdell

Mikael Blaisdell

Executive Director, The Customer Success Association
Mikael Blaisdell is a recognized leading voice on the strategy, process, people and technology of customer retention and increased per-customer profitability.  His ongoing research and leadership of The Customer Success Forum  on LinkedIn provide a unique global view of the development... Read More →
avatar for Michael Harnum

Michael Harnum

Michael Harnum is Chief Executive Officer of ESG. With more than 27 years of experience in the Technology and Services industry, Michael has proven to be an influential leader maximizing employee productivity, improving customer satisfaction and helping businesses grow. He is passionate... Read More →
avatar for Jason Whitehead

Jason Whitehead

President, Tri Tuns LLC.
Jason Whitehead is founder and CEO of Tri Tuns, a customer success and software adoption consulting and training firm. Jason is a passionate thought leader in the field of customer success and accelerated software adoption with over 20 years' experience leading technology implementation... Read More →

Monday April 23, 2018 3:00pm - 3:45pm EDT
Charles River Ballroom