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Thursday, August 13 • 1:00pm - 1:45pm
The State of the Profession

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The research of the Customer Success Standards Initiative has only begun to probe the extent of what CSM teams are currently doing across the breadth of the industry, but even the preliminary findings offer insights and innovations that could accelerate the progress of your company’s CS program.  Where is the Point of Engagement for a CSM team?  What specific authorities do CS execs hold, and how are they used?  What tools should every CSM team have in place?

The State of The Profession
is an overview of what is currently being done in in Customer Success ic the areas of Strategy, Process, People and Technology by CSM groups worldwide.  It begins with a summary of the findings from the CustomerSuccessresearch.com surveys, followed by discussion with a panel of senior CSM experts and general Q&A.

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 Bill Hobbs

Bill Hobbs

VP: Sales, Totango
Bill has over a decade of experience in customer success, business development, and change management.  He is a published author, tech advisor, and currently leads Totango’s business in the Eastern U.S. and EMEA markets.  His unique blend of Fortune 500 and startup experience... Read More →
avatar for Anthony Nygren

Anthony Nygren

EVP, EMI Strategic Marketing
Anthony Nygren has almost 20 years’ experience turning customer insights into drivers of growth for small and large companies. After working in customer success at a growth stage software company, Anthony now helps clients in the technology and financial services industries at... Read More →

Thursday August 13, 2015 1:00pm - 1:45pm EDT

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