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Fiedler [clear filter]
Monday, April 23

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.

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

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.

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
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