Customer SuccessCon East 2018

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.

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.