Customer SuccessCon East 2018

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

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

2. 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

3. What your clients are capable of doing:  How to lead your customers to success and not failure with your product