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Thursday, October 20 • 4:00pm - 4:45pm
The Changing B2B Customer: What it means to the Customer Success team LIMITED

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Limited Capacity seats available

The customer-supplier dynamic has forever changed. Customers trust peers and colleagues so much more than your marketing and sales messages. This puts Customer Success professionals in the driver's seat, with access to the fuel that drives customer retention and acquisition. But to have this impact, they must re-think traditional customer proof points.

In this session, we'll discuss how and why the customer has changed, and drill into the specific questions, fears and doubts that they encounter at each stage of their customer journey (yet often don't bring to your attention). We'll show how leading companies are unleashing the customer voice as customer success stories that win and retain more customers. Finally, we'll examine what truly motivates customers to share their success stories, and the resulting top 10 ways Customer Success professionals can get customers to contribute while avoiding PR restrictions and long approval cycles.

Speakers
avatar for Jeff Ernst

Jeff Ernst

President, SlapFive
Jeff Ernst is co-founder and president of SlapFive, which helps B2B firms capture and unleash their customer voice. Jeff's obsession with customer success began with his first job as a technical support specialst, and grew as he ran customer advisory boards, user groups, and issue... Read More →


Thursday October 20, 2016 4:00pm - 4:45pm EDT
Eliot Room 400 Soldiers Field Road, Boston, MA, 02134