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Thursday, August 13
 

1:00pm EDT

The State of the Profession
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.

Speakers
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
Longfellow

2:00pm EDT

BetterWorks: The First Year
Limited Capacity seats available

Starting a Customer Success program and team from scratch is a serious challenge for any company.  BetterWorks began with a clear understanding of the strategic role of their Customer Success group, and followed an agenda for its design and rollout.  In this round-table interactive session, Sarah Sheikh, a senior CSM responsible for leadership of BetterWorks’ east coast customers, will take you through the history of the company’s first year of CS, and assist you to create an agenda for your group.  Topics will include Value, Hiring, Playbook/Process and Technology.

Speakers
avatar for Sarah Sheikh

Sarah Sheikh

Customer Success Lead, Betterworks
Sarah Sheikh is the east coast customer success lead at BetterWorks, an enterprise goals platform trusted by high performing companies to engage, empower and cross-functionally align their workforces.  Prior to BetterWorks, Sarah was a customer success manager at Yammer, a social... Read More →


Thursday August 13, 2015 2:00pm - 2:45pm EDT
Longfellow

2:00pm EDT

Bitly: Land and Expand, Increasing Revenue with Customer Success
Limited Capacity seats available

In her presentation, Whitney Hillyer, Director of Customer Success at Bitly, will discuss how implementing a “land & expand” model can significantly increase revenue for your organization.  She will dive into the strategies and tactics Bitly employed to accomplish a 267% increase in upsell revenue and a 25% decrease in their churn rate.  Bitly’s Customer Success team now accounts for over 35% of new revenue each quarter.  Topics include:  Hiring and training practices, identifying upsell levels, tiering accounts, goal setting and compensation.

Speakers
avatar for Whitney Hillyer

Whitney Hillyer

Director: Customer Success, Bitly
Whitney Hillyer is Director of Customer Success at Bitly. An expert on the customer journey with a deep understanding of the marketing technology landscape, Whitney has more than five years of experience leading SAAS customer success and client services teams.At Bitly, Whitney’s... Read More →


Thursday August 13, 2015 2:00pm - 2:45pm EDT
Eliot South

2:00pm EDT

Brainshark: Building and Measuring Relationships That Drive Success
Limited Capacity seats available

When a human being makes a reasonably significant decision they will seek guidance from someone they know, someone they are connected to emotionally, someone they trust.  Despite rumors to the contrary, business people are human and seek those they trust to advise them in decision making.  As Customer Success Managers, building a trusting relationship with our customers is not a nice to have, it is a need to have.  Customers that view CSMs as trusted advisors are significantly more likely to renew their business and expand the services they purchase. 

In this case study, we will start with the framework of the Customer Health Score Card to establish a baseline of knowledge and understanding around how scorecards are constructed and how they help the Customer Success Manager as well as Customer Success Management.  We will then drill down into a specific element on the scorecard that we call the Trust Score or T Score which is specifically designed to assess the state of the customer/customer success manager relationship.  We will discuss the specific components of the T Score as well as the value of the T Score to the Customer Success Manager in working with her customer.  We will also cover the value of the T Score as a leading indicator in forecasting retention across a customer base.  Finally, we will discuss what a CSM can specifically do to progress the relationship with the customer through four phases in order to get from acquaintance/service provider to customer/trusted advisor.

Speakers
avatar for Pat Kelly

Pat Kelly

Sr. Director: Customer Success Operations, Brainshark
Pat Kelly is a Customer Success executive who is passionate about strategy, process and outcomes. Currently the Director, Customer Success Operations at Brainshark, Inc., Pat has held multiple roles within Customer Success and built the first national team of Customer Success Managers... Read More →


Thursday August 13, 2015 2:00pm - 2:45pm EDT
Eliot North

3:00pm EDT

The Future of Customer Success
What could/should the Customer Success profession become in time?  Why?  This provocative peek into a possible future is not something that will ever be handed to you on a platter, it will take careful building and courage in order to make it a reality.  Are you ready for the challenge?

Drawing upon the work to date of The Customer Success Standards Initiative, the session will conclude with another panel discussion and general Q&A.

Speakers
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 Eric Jeffries

Eric Jeffries

VP, Customer Success, Full Conference
avatar for Paul Piazza

Paul Piazza

Sr. Director of Customer Success, Reciprocity
Paul has a long track record of building customer-centric organizations. He believes it starts with understanding his internal and external customers ROI. By investing in people, process, and technology, he has been able to assist companies in the realization of success. Paul is the... Read More →


Thursday August 13, 2015 3:00pm - 3:45pm EDT
Longfellow

4:00pm EDT

Establishing Listening Posts for Key Customer Touchpoints
Limited Capacity seats available

Understanding the needs and expectations of customers at every stage in their journey is a prerequisite for driving their success. But how can you elevate your customers’ success without knowing exactly what they want, what they value, and how your company is measuring up to these expectations?

 Too often, companies miss critical warning signs or find themselves blindsided by unenthusiastic customer sentiment after it is too late. Companies can also miss opportunities to prioritize roadmap initiatives that include strategically important elements which customers will place a high value on, thus weakening their competitive positioning. Therefore, knowing when, where, and how to establish effective listening posts is essential to driving customer success.

During this interactive session we will discuss the best methods for collecting customer feedback and how to use the insights gathered to boost accountability, raise the bar for service excellence, and strengthen your company’s overall competitive performance.

Speakers
avatar for Heather Timney

Heather Timney

Director, Marketing Communications, Satrix Solutions
With an appreciation for voice-of-customer driven change coupled with a passion for business-to-business marketing, Heather Timney brings strategic focus to Satrix Solutions’ marketing endeavors. Over the last decade, Heather has gained considerable perspective into the various... Read More →


Thursday August 13, 2015 4:00pm - 4:45pm EDT
Longfellow

4:00pm EDT

Knowledge Engineering for Scalable Customer Success
Limited Capacity seats available

Customer Success leaders are under increasing pressure to keep the level of service their customers expect while scaling massively to serve the needs of even more customers and geographies. And—of course—not breaking the bank …  

In this highly interactive session, early leaders at Akamai Finula Darwin and Phil Verghis share how they tackled that challenge, beginning in 1999. Learn some of today’s techniques for scaling customer self-success by getting everyone to improve knowledge every time they interact with it. Then learn the secrets of how some cutting edge Customer Success teams are realizing productivity gains of up to 300% by looking at the customer’s experience across multiple groups in an organization.

Speakers
avatar for Finula Darwin

Finula Darwin

Client & Partner Strategy, Klever, Inc.
Finula has been working with customers to ensure their success throughout her career. As an early member of Akamai Technologies, she contributed to its growth from launch to a billion dollar company. From building the original account management teams, shaping support offerings... Read More →
avatar for Phil Verghis

Phil Verghis

CEO, Klever, Inc.
Phil has won numerous awards for knowledge sharing since the early 1990s. As VP of Infrastructure & Support at Akamai Technologies, he founded the Customer Support team and ran the global Network (15,000 servers), Operations (66 countries) and IT teams during a time of massive growth... Read More →


Thursday August 13, 2015 4:00pm - 4:45pm EDT
Eliot North

4:00pm EDT

The Expanding Role of Marketing in Customer Success
Limited Capacity seats available

The Customer Success vortex continues to exert significant influence on other organizations in the enterprise.  Another way to say it is "Customer Success is eating the enterprise".  As recurring revenue businesses mature, the percentage of bookings/revenue coming from the install base continues to grow and that is shifting company focus from acquisition to retention.  Doing retention well requires both Sales and Marketing to be very tightly aligned with Customer Success and, in many cases, those orgs are becoming part of Customer Success.  Let's talk about it.

Speakers
avatar for Dan Steinman

Dan Steinman

CCO, Gainsight
Dan is Gainsight’s Chief Customer Officer and, in that role, has ultimate responsibility for Gainsight’s customer’s satisfaction and success. Customers are his passion going all the way back to his days as an SE at IBM. Dan’s career includes being a very early employee at... Read More →


Thursday August 13, 2015 4:00pm - 4:45pm EDT
Eliot South

5:00pm EDT

Reception & Exhibition
Thursday August 13, 2015 5:00pm - 7:00pm EDT
Longfellow Foyer