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Thursday, October 20
 

12:00pm EDT

Registration
Thursday October 20, 2016 12:00pm - 1:00pm EDT
The Atrium: (DoubleTree Suites by Hilton) 400 Soldiers Field Road, Boston, MA, 02134

1:00pm EDT

The State of The Profession 2016
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

2:00pm EDT

ClearCompany: Segmenting for Growth
Limited Capacity seats available

For every business, there comes a time when their ‘one size fits all’ client management strategy begins to feel like no strategy at all. The day that a company first segments their client base is a milestone of organizational maturity and, done properly, will be remembered as turning point in fueling explosive account growth. On the flip side, a poorly timed or misguided segmentation strategy will be ineffective at best and may negatively impact the bottom line for years to come.

Join us as ClearCompany shares their own segmentation journey which resulted in a dramatic increase in revenue generated per client. We'll discuss how ClearCompany knew when it was time to segment based on a close analysis of key revenue metrics. You'll also hear how ClearCompany looked deep within their own client behavioral data to find natural segment categories and breakpoints, rather than relying on generic segmentation by region or industry. Lastly we'll look at the aftermath - how exactly did segmentation result in breakthrough revenue growth and how can other organizations achieve similar results?

Speakers
avatar for Katie Bond

Katie Bond

Director: Client Service, ClearCompany
Katie Bond is the head of Client Success at ClearCompany, a SaaS-based Talent Management Platform that serves over 1300 organizations across the globe. Since founding the Client Success function at ClearCompany nearly 6 years ago, Katie has been a passionate driver of growth and architect... Read More →


Thursday October 20, 2016 2:00pm - 2:45pm EDT
Eliot Room 400 Soldiers Field Road, Boston, MA, 02134

2:00pm EDT

Crimson Hexagon: Building a Customer Advocacy Program
Limited Capacity seats available

Customer Advocacy programs are rapidly being added by companies with an existing Customer Success department. This is especially true in Software as a Service technology companies. Why are we seeing this trend, how do you start an advocacy program, and are there ways to measure its impact?  The session will also address the life-cycle of a company and when advocacy should be considered, where should it live within the organization and what type of advocacy programs impact customer reach and/or relationship.

Speakers
avatar for Irwin Hipsman

Irwin Hipsman

Dir: Customer Advocacy, Crimson Hexagon
Irwin Hipsman is the Director of Customer Success & Advocacy at Crimson Hexagon, a social data analytics and insights platform. He joined in 2015 after starting up and managing Brainshark's successful advocacy program. He has worked in SAAS webconferencing and collaboration technologies... Read More →


Thursday October 20, 2016 2:00pm - 2:45pm EDT
Fiedler Room 400 Soldiers Field Road, Boston, MA, 02134

2:00pm EDT

Influitive: Customer health measurement in the age of the customer
Limited Capacity seats available

Just as modern marketing means moving beyond 'company first' approaches and ‘the marketing machine’, we need to consider a similar approach to customer success. While current approaches – such as usage tracking and NPS surveys – may provide insight into specific metrics including churn (and look great in reports and dashboards) they do not provide a complete assessment of customer health.  A more comprehensive view of customer engagement and health accounts for customer behavior outside of direct interaction with the company or product. Advocacy is a strong example of that behavior. Analyzing customer interaction with peers - understanding the extent to which they are willing to publicly associate themselves with you - provides a more complete picture of customer health. It also creates insight into the lifetime value of your customers. In this talk, I will share findings based on our experience at Influitive and working with amazing organizations of various types, as well as an outlook on the evolution of customer health measurement in the 'age of the customer.'

Outline of points:
  • While product usage is important, it doesn't provide a complete picture
  • Neither do NPS or CSAT
  • All these metrics remain important as we build complete pictures of our customers
  • But, consider new ways to measure and leverage customer activity, such as advocacy
  • Introduce new opportunities, activities, and challenges, to enhance tracking and attribution

Speakers
avatar for Jesse Goldman

Jesse Goldman

VP: Customer Success, Influitive
Jesse is VP of Customer Success at Influitive. His mission is to help existing and future customers unleash the power of advocacy to amplify the impact of their marketing and customer engagement efforts. Jesse joined Influitive from Salesforce, where he led customer success for the... Read More →


Thursday October 20, 2016 2:00pm - 2:45pm EDT
Charles River Ballroom 400 Soldiers Field Road, Boston, MA, 02134

2:00pm EDT

SmartBear: Building a Customer Education program
Limited Capacity seats available

What is the relationship between customer education, loyalty and customer retention?  When customers have purchased your product, it’s imperative to give them the necessary supporting tools to be successful.

SmartBear saw an opportunity to improve retention for one very technical product. The company decided to offer free customer education and training programs via webinars to address this issue.

In the development of the program, SmartBear analyzed the content available to them, and worked with other teams in the organization to align their efforts.

To promote the new training program, SmartBear sent newsletters to past and present customers, did in-product promotions, developed social media channels and community forums.  The customer success team and the sales reps encouraged participation with personal invites.

The results were explosive.  This session will tell you how they did it and how you might do the same.

Speakers
avatar for Christina Lowe

Christina Lowe

Customer & Partner Marketing Manager, SmartBear
Christina Lowe is the Customer & Partner Marketing Manager at SmartBear Software, the leader in software quality tools for the connected world. She builds programs to ensure users and customers are successful after purchasing SmartBear products. She ensures adoption, retention and... Read More →
avatar for Dana Rogozenski

Dana Rogozenski

Customer Education, SmartBear
Dana Rogozenski is the Customer & Partner Education Manager at SmartBear Software, the leader in software quality tools for the connected world.  As one of the founding members of SmartBear Academy, she has played an integral part in enabling thousands of customers by offering free... Read More →


Thursday October 20, 2016 2:00pm - 2:45pm EDT
Anderson Room 400 Soldiers Field Road, Boston, MA, 02134

3:00pm EDT

The Future of Customer Success
What could/should the profession become in the next few years?  How might that future be accomplished?  The sea-change in the technology industry’s profits-realization strategy, from selling perpetual licenses to on-premised software, ushered in Customer Success as a necessary role.  But the evolution of the industry and of the business sector overall hasn’t stopped.  It’s not about the software anymore.  The next big transformation, from product to authentic customer centricity, is beginning.  What will it mean to your company?  What will it mean to you as a customer success professional?

A panel of senior Customer Success leaders will give you their perspective on these issues as well.

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 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 Kia Puhm

Kia Puhm

Principal, K!A CX Consulting
Kia Puhm is an entrepreneurial business leader with over 21 years of experience building innovative Customer Experience practices that accelerate business growth. Her passion for, and rich experience in this relatively new and evolving field make her a sought after Thought Leader... Read More →


Thursday October 20, 2016 3:00pm - 3:45pm EDT
Charles River Ballroom 400 Soldiers Field Road, Boston, MA, 02134

4:00pm EDT

Customer Success and Sales/Marketing
Limited Capacity seats available

A Customer Success team inevitably acquires a lot of data about the customer in the course of their work together.  Effectively applying that data, however, is often another matter, especially in balancing the relationships with Sales and Marketing.  How should the Customer Success team build the credibility with Sales to where inappropriate prospective deals can be stopped before they become a retention problem?  And with Marketing, so that the marketing campaigns attract the right kind of leads?  Why should an individual Success Plan be done for every customer as a part of the selling process?  Who should do renewals and up-sells, and how should that process be handled? 

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 October 20, 2016 4:00pm - 4:45pm EDT
Charles River Ballroom 400 Soldiers Field Road, Boston, MA, 02134

4:00pm EDT

Organizing, Measuring, & Compensating Customer Success Managers
Limited Capacity seats available

Structuring a customer success team is often a challenge, especially as your company grows. In this session, we will share 4 metrics that align managers and team members with clear priorities, incentives and compensation.

This session is based on real use cases from Totango's relationship with hundreds of customers and 4 years of consecutive Customer Success Salary Survey Reports.

Speakers
avatar for Dustin Markowski

Dustin Markowski

SVP: Sales, Totango
Dustin heads up Totango's global sales organization and is passionate about providing real value to his customers. Previously, he led customer success at Chartbeat and founded AllDorm, Inc. and ShareVault.


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

4:00pm EDT

The Changing B2B Customer: What it means to the Customer Success team
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

4:00pm EDT

The Politics of Customer Success
Limited Capacity seats available

Could this happen to you?  "I’m sorry to have to tell you that Senior Management has made the decision to reorganize our company’s approach to customer retention.  As a result, we will be phasing out the entire Customer Success Group over the next few weeks.”  Or: “We’ve decided to make some changes in our organization.  Moving forward, you’ll now report to the VP of Sales rather than to the CEO.”  Even if reorganization is not in the immediate picture, the implied or explicitly promised budget allocation for headcount and technology can suddenly evaporate.

In this session, we’ll look at:
  • What questions should you ask and to whom during the recruitment process before you even take a role?
  • How do you recognise the first signs of trouble once you have taken the role within the first 3 months? What are the early warning signs?
  • What factors could introduce risks you cannot precisely predict or influence? (e.g. change of management, new investment)
  • What are the real red flags that your position and / or team is in danger?
  • What can be addressed easily once identified?
  • What factors are in the ‘zone of doom’? (in your circle of concern but not in circle of control)
  • How do you make the decision to stay or exit?
  • How do you exit with your head held high?
  • Lessons learned / wrap up

Speakers
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 4:00pm - 4:45pm EDT
Anderson Room 400 Soldiers Field Road, Boston, MA, 02134

5:00pm EDT

Customer Success Technology Showcase and Reception
Thursday October 20, 2016 5:00pm - 7:00pm EDT
The Atrium: (DoubleTree Suites by Hilton) 400 Soldiers Field Road, Boston, MA, 02134
 
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