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Thursday, October 20 • 1:00pm - 1:45pm
The State of The Profession 2016

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Customer Success groups are proliferating across the business landscape faster than can be imagined.  The numbers of open positions worldwide continue to skyrocket.  But in all the increase and expansion, key questions remain to be answered.  How is Customer Success as a role generally defined and perceived?  How do companies typically deploy CS resources in their organizational structures?  What are the relationships between CS and Sales?  CS and Marketing?  What technologies are in use by CS teams? 

The presentation is based on the ongoing research of The Customer Success Association.  The findings will be discussed by a panel of senior Customer Success leaders.
Moderators
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 →

Speakers
avatar for Jeff Kaplan

Jeff Kaplan

Managing Director, THINKstrategies
Jeff Kaplan is the Managing Director of THINKstrategies, www.thinkstrategies.com, the only strategic consulting firm focused entirely on the business implications of the transition of the technology industry from a product-centric to services-driven solution model, including Software-as-a-Service (SaaS), Cloud Computing and Managed Services, and how organizations... Read More →
avatar for Paul Piazza

Paul Piazza

VP: Customer Success, 1-Page
Paul is the Vice President of Customer Success at 1-Page.  He has built and pioneered new Success organizations at several early stage companies, such as Marketo and Gainsight.  Paul utilizes an empathy-based approach that builds strong customer relationships that are based... Read More →

Thursday October 20, 2016 1:00pm - 1:45pm EDT
Charles River Ballroom 400 Soldiers Field Road, Boston, MA, 02134
  Plenary Session