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Thursday, January 12 • 3:00pm - 3:45pm
A Success Plan for Customer Success

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Across the board, either directly stated or clearly implied, the responses to the Customer Success Research surveys and interviews show that Senior Management’s uncertain perception of the role and function of Customer Success is a definite problem confronting every CS team and its leadership. 

The absence of a clearly understood and acknowledged mission has far-reaching effects.  Performance metrics for the team and its members are highly variable and confusing, even conflicting at times.  Budgeting and developing a solid ROI for the team is difficult.  Making the case for Customer Success technology is all but impossible.

Faced with such a challenge, as we all are, what can be done?  What is the Success Plan for Customer Success in your company?  For the profession as a whole? 

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 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 January 12, 2017 3:00pm - 3:45pm
Jr. Ballroom

Attendees (18)