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Monday, April 23
 

12:00pm EDT

Registration Check-In
Check in with the Registration Desk and start meeting new friends and resources.  You don't need to bring a printed ticket.

Monday April 23, 2018 12:00pm - 1:00pm EDT
Foyer

1:00pm EDT

The Customer Success Blueprint: Strategy & Process
Customer Success groups are proliferating across the business landscape faster than can be imagined.  The named, designated role of Customer Success Management that began with a software company in 1997 has grown far beyond the software industry.  The numbers of open Customer Success executive positions worldwide continue to skyrocket.  But in all the increase and expansion, key questions remain to be answered.  Is Customer Success a distinct profession?

Strategy: What is the stated definition/mission of your company’s Customer Success team?  What results are you chartered to produce and why?  From that foundation, how is the group’s performance to be measured?   In many companies, neither the mission nor the metrics are clear or aligned, and this unfortunate scenario can have long term effects on the development of the team’s full capabilities.  

The Mission of Customer Success is to increase sustainable proven value for both the customers and the company.  If your mission isn’t what you want it to be, what can/should you do about it?

Process:  What does the operational workflow of the group look like?  Where is the external Point of Engagement with the customers?  Within the overall corporate organizational chart. where are the internal Points of Engagement?  What are the relationships between CS and Sales?  CS and Marketing? Product/Dev?  What authorities and influences should the Customer Success Executive have?  What data should the group be reporting and where?

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.

Speakers
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 Chad Horenfeldt

Chad Horenfeldt

VP: Customer Success, Updater
Chad is a Customer Success executive with 15+ years experience building and developing high performing Customer Success teams. Currently, he is the Vice President of Client Success at Updater. Prior to Updater, Chad has held CS leadership positions at Bluecore, Influitive and Oracle... Read More →
avatar for Kia Puhm

Kia Puhm

Founder & CEO, K!A CX Consulting
Kia Puhm is an entrepreneurial business leader with over 21 years of experience building innovative Customer Experience practices that accelerate business growth. Her passion for, and rich experience in this relatively new and evolving field make her a sought after Thought Leader... Read More →


Monday April 23, 2018 1:00pm - 1:45pm EDT
Charles River Ballroom

2:00pm EDT

WOW Your Users: The Fundamentals of User Adoption
Limited Capacity seats available

User adoption is the bedrock of any best-in-class customer success strategy. It’s hard work, but without it, retention, expansion, and advocacy become significantly more difficult to master. Discover the fundamentals to help you drive stronger user adoption and WOW! your users to become your advocates.

In this session, Rachel Orston, CEO of UserIQ, will take you back to the basics of what makes a strong user adoption strategy in order to build a solid foundation for the success of your users. Attendees will learn how customer success strategies must scale as your customer base grows, and will leave with tactical tips on how to keep it simple and sane along the journey. We’ll cover:
  • How to marry the “What” and the “Why” behind each tactic you deploy
  • The need for better alignment between customer success and product teams
  • How to focus your efforts on delivering value through WOW moments
  • The key moments of truth for every user and how you can address them

Speakers
avatar for Rachel Orston

Rachel Orston

CEO, UserIQ
Rachel Orston, CEO of UserIQ, is a customer success pioneer with deep experience launching and marketing new products for some of the world's most recognizable technology brands including Microsoft, Sony, and IBM. Her experience includes driving customer success and SaaS growth across... Read More →


Monday April 23, 2018 2:00pm - 2:45pm EDT
Eliot North

2:00pm EDT

Brainshark: Building a Customer Success Ops Team to Impact Retention and Growth
When running on all cylinders the Customer Success Team is building relationships with customers, adding value, increasing adoption, reducing churn and identifying opportunities for growth. The CS Team members require processes, information, tools, education, coaching and support to run smoothly, efficiently and productively. Enter CS Operations. The CS Operations function provides the structure and resources so that each CSM can perform at their best and their individual, team and company objectives. Meeting those objectives requires alignment with and support from every other department in the company, which makes uniform communication and collaboration critical. CS Operations is the focal point for that collaboration within the CS group.


In this case study, you will get a checklist for things to keep in mind when building your CS Ops team:
  1. Alignment with other departments
    • Product Management/Product Development
    • Technical Support/Engineering
    • Sales and Sales Operations
    • Implementation
    • Finance/Executives
  2. Systems
    • CRM
    • CS Technology
    • Finance
    • Project Management
  3. Data
    • KPIs
    • Modelling
  4. Customer Communications
    • 1:1
    • 1:many


By the end of this case study, you will have a good understanding of the critical role that CS Operations plays in ensuring the success of the CS Team. You will have information on systems and processes used to support the CSM team and the business to drive success. You will have specific examples of critical data points that show the performance of the CS Team and the critical role of the team in the success of the business. Ultimately you will have a checklist and supporting information and ideas that you can take back to your organization to launch, build and/or refine your own CS Operations group.

Speakers
avatar for Pat Kelly

Pat Kelly

Sr. Director: Customer Success Operations, Brainshark
Pat Kelly is a Customer Success executive who is passionate about strategy, process and outcomes. Currently the Director, Customer Success Operations at Brainshark, Inc., Pat has held multiple roles within Customer Success and built the first national team of Customer Success Managers... Read More →


Monday April 23, 2018 2:00pm - 2:45pm EDT
Charles River Ballroom

2:00pm EDT

PrintForLess: Learn From Your Churn
Limited Capacity seats available

Every failure has a lesson, and in our company, we use radical transparency to get good at learning.  In this session, we’ll discuss how this transparency flow starts with identifying and tracking early warning signs, handling communication about and with accounts at risk, and applying deep organizational learning to get in front of future churn.

Speakers
avatar for Heather Kahler

Heather Kahler

VP: Customer Success, Print For Less
Heather is a systems thinker and a builder of processes, people, and organizations. Currently focused on building stunning Customer Success for PFL, her previous career at PFL includes experience in Organizational Development, Sales, and Customer Service.Born and raised in Auburn... Read More →


Monday April 23, 2018 2:00pm - 2:45pm EDT
Fiedler

2:00pm EDT

Scaling: It’s About Structure, Roles, Process and Technologies
Limited Capacity seats available

Customer Success as a whole should be focused on helping clients achieve their desired outcomes but how do you do that? You can create the best processes, hire the best people and have the best technology and still fail miserably. It comes down to how you structure your Customer Success organization.

Chad will take you through how he led the organizational change of his Customer Success teams so that they focused on the customer's ultimate outcomes and allowed the Customer Success organization to scale. By defining the right roles, and implementing new processes and technology, Chad was able to increase the Net Promoter Score by 666% within 6 months and achieve a 98% customer satisfaction rate.

We'll cover:
  • How to evaluate the state of your customer success organization
  • What is the first thing you should do in determining how to structure your team
  • How to ensure your Customer Success Managers and Support teams work well together
  • What are mistakes that Chad made and how to avoid them

Speakers
avatar for Chad Horenfeldt

Chad Horenfeldt

VP: Customer Success, Updater
Chad is a Customer Success executive with 15+ years experience building and developing high performing Customer Success teams. Currently, he is the Vice President of Client Success at Updater. Prior to Updater, Chad has held CS leadership positions at Bluecore, Influitive and Oracle... Read More →


Monday April 23, 2018 2:00pm - 2:45pm EDT
Eliot South

3:00pm EDT

The Customer Success Blueprint: People & Technology
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.

Speakers
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

CEO, ESG
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

4:00pm EDT

3 Tactics for Quickly Increasing Customer Adoption
Limited Capacity seats available

You're building your CS team and need to get results fast.  How do you make sure your CS team is providing the services your customers need to be successful with your software? Come and learn three key tactics and best practices that cut through the noise and deliver fast results for your organization and an exciting career for your staff.  


In this best practices session, Jason Whitehead, CEO of Tri Tuns, will share with you how to shorten the learning curve and avoid the pitfalls that many new CS teams make while developing their practice.  You'll learn:
  1. What your organization is capable of doing:  How to identify and set expectations of what's possible and by when across your organization
  1. What your CS Team is capable of doing:  How to make consultants out of your CS team members because the soft stuff is the hard stuff
  1. What your clients are capable of doing:  How to lead your customers to success and not failure with your product

Speakers
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 4:00pm - 4:45pm EDT
Eliot North

4:00pm EDT

How to Nail Handoffs Between Sales and Customer Success
Limited Capacity seats available

The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. But for many organizations, this transfer of customer knowledge is a disorganized mess, lacking clear requirements and fraught with tension or even downright distrust between the two teams involved. But it doesn’t need to be this way – and for the sake of your customers, it shouldn’t be this way.

In this session, Abby Hammer and Casey Altieri will share tips to clarify and strengthen your customer handoffs between Sales and Customer Success. While working with Customer Success teams of all types and sizes, Casey and Abby have seen a lot of tactics that work – and a lot of tactics that don’t. They will share their top tips for consistently successful handoffs and building trust between your Sales and CS teams.


Speakers
avatar for Casey Altieri

Casey Altieri

Sales Executive, ChurnZero
Casey Altieri is the sales leader at ChurnZero. As its first sales professional, Casey helped build out sales processes and strategies for the organization, including the training and the continuing education of the sales team. While growing the sales team, Casey worked closely with... Read More →
avatar for Abby Hammer

Abby Hammer

VP: Product & Customer Success, ChurnZero
Abby Hammer is the Vice President of Products at ChurnZero and is responsible for product strategy and execution.  Abby also leads the Customer Success team who deliver customer implementations and work to drive adoption, engagement and expansion across the ChurnZero Customer Success... Read More →


Monday April 23, 2018 4:00pm - 4:45pm EDT
Charles River Ballroom

4:00pm EDT

Success and Sales
Limited Capacity seats available

Should CS teams carry a quota or have sales-like compensation models that incentivize behavior to increase revenue in a CSM's managed portfolio?  What are the advantages and pitfalls of various models and should there be a "gold standard" that works to preserve traditional Success responsibilities? Is there a clear delineation between Customer Success and Sales motions in relation to revenue generation? What are the best practices for encouraging cross-functional collaboration between Success & Sales? Should you be tracking Customer Success Qualified Leads? These and many more on-topic questions will be discussed during this provocative session.

Speakers
avatar for Josh Weber

Josh Weber

Client Outcomes Mgr, Gainsight
Josh has been in Customer Success his entire career and currently works with some of Gainsight’s most strategic Enterprise customers on the East Coast. His primary charter is to provide customers with CS best practices and has a special affinity for the relationship between sales... Read More →


Monday April 23, 2018 4:00pm - 4:45pm EDT
Fiedler

4:00pm EDT

You’re Tasked With Capturing Customer Voice: Now What?
Limited Capacity seats available

Your CSMs build trusted relationships with customers. So your Sales & Marketing teams come begging for customers willing to do case studies, give testimonials, and take reference calls. You want to help, but it’s a pain in the a%$ because your CSMs have too much on their plate, don’t know how to do this, and don’t want to burden their customers. In this group discussion, we’ll talk about how Customer Success teams can get started on the path to efficiently and effectively capturing Customer Voice that fuels new customer acquisition, expansion, and retention. You’ll learn what truly motivates customers to want to share their success stories, and what your peers are doing to become Customer Voice Rock Stars in their companies.

Speakers
avatar for Jeff Ernst

Jeff Ernst

CEO, SlapFive
Jeff Ernst is Co-founder and CEO of SlapFive, which has a SaaS engine and methodology to help B2B firms capture and unleash their customers' voice. Jeff's obsession with customer success began with his first job as a technical support specialst, and grew as he ran marketing and customer... Read More →


Monday April 23, 2018 4:00pm - 4:45pm EDT
Eliot South

5:00pm EDT

Reception
After the day's intensive knowledge-sharing and learning, it's time to relax and talk of many things.  The first two drinks are on us, the canapes will be excellent and the company incomparable.

Remember that the conversation doesn't stop when the day itself is done.  Join us anytime in The Customer Success Forum on LinkedIn.

Monday April 23, 2018 5:00pm - 7:00pm EDT
Foyer
 
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