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Thursday, January 12 • 2:00pm - 2:45pm
Reval: From Churnfighting to Value Delivery LIMITED

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Limited Capacity seats available

In this session, we will discuss the key levers that enabled us to establish the CSM function and achieve 20 points uplift in renewal rate as well as a positive NPS in less than a year. We'll focus on:
  • How we moved from a reactive, firefighting "CSM" team whose members were inherited from different parts of the organization, who had different skills and experience and who were expected to work with 50-90 clients to a tiered CSM model that enabled the CSMs to focus on value delivery to clients.
  • How we prioritized the improvement opportunities to improve the client experience leading to a higher renewal rate and NPS.
  • Our current CSM model including the cadence of activities for each client segment.
  • The high impact analytical work we undertook immediately that have been instrumental in identifying and turning around risky renewals.
  • The challenges we faced and how we overcame those challenges with limited resources.

avatar for Duygu Cibik

Duygu Cibik

Chief Customer Officer, Reval
Duygu Cibik, Chief Customer Success Officer at Reval is leading the customer success and client services teams globally to achieve her mission of delivering a positive return on clients’ investment with Reval.  Duygu is the voice of the customer within Reval and has been working... Read More →

Thursday January 12, 2017 2:00pm - 2:45pm PST
Oakland Convention Center Room #204