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Eliot South [clear filter]
Monday, April 23

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

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

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.

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
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