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Thursday, January 12
 

12:00pm

Registration Check-In
Thursday January 12, 2017 12:00pm - 1:00pm
Jr. Ballroom Foyer

1:00pm

The Now and Future of Customer Success
Customer Success groups are proliferating across the business landscape faster than can be imagined.  The named, designated role of Customer Success Management that began with a SaaS company in 2004 has grown far beyond the software industry.  The numbers of open Customer Success executive positions worldwide continue to skyrocket.  But in all the increase and expansion, key questions remain to be answered.  Is Customer Success a distinct profession?  How is the CS 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?  If profession we are, where are we going with it?

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 Mark Pecoraro

Mark Pecoraro

Mark Pecoraro  is a Senior Customer Success Executive and recognized thought leader who merges his extensive background running worldwide support organizations with leading-edge knowledge of emerging Customer Success platforms to build and lead deployment of Customer Success Management... Read More →
avatar for Paul Reeves

Paul Reeves

VP: Customer Success, Zendrive, Inc.
Paul Reeves is currently VP of Customer Success at Zendrive. With over 15 years of experience, Paul has built and led effective Success and Support teams in early stage, rapidly growing B2B SaaS companies. His Success teams usually include pre-sales, onboarding, training, account... Read More →


Thursday January 12, 2017 1:00pm - 1:45pm
Jr. Ballroom

2:00pm

How Customer Success and Sales Play Ball
Limited Capacity seats available

Sales leaders are getting on board with Customer Success to a greater extent than ever before. The two roles are being seen increasingly as high-value strategic partners in streamlining the hand-off, facilitating upsell and cross-sell, and increasing lifetime revenues. In this evolving landscape, 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? How can Sales and Success collaborate to create individual Success Plan for every customer and start them as a part of the selling process? In this session, you'll receive some cutting-edge tactics for sharing data and collaborating between Sales and Success.

Speakers
avatar for Ashvin Vaidyanathan

Ashvin Vaidyanathan

Sr. Director: Strategic Accounts, Gainsight
Ashvin Vaidyanathan is a Sr. Director at Gainsight managing Customer Success, Professional Services and Advisory Services for Gainsight's Strategic Accounts. Before Gainsight, Ashvin worked at McKinsey & Co leading several engagements with Fortune 500 companies on Customer Experience... Read More →


Thursday January 12, 2017 2:00pm - 2:45pm
Oakland Convention Center Room #205

2:00pm

Demandforce: The One-to-Many Imperative
Limited Capacity seats available

After making the case for several years on the need for an account management type function, we eventually rolled out a fully staffed Customer Success function.  With 23K customers. a one-to-many strategy was imperative.  We created a robust structure to service 23k customers with a team of about 40.   We've implemented several processes and tools over the last year or so, helping us drive churn down 20%+.

Speakers
avatar for Andre Pimentel

Andre Pimentel

VP: Customer Success & Technical Support, Demandforce
André Pimentel began his career as a business applications developer helping companies scale their back-office solutions and business processes to streamline workflows and maximize resource productivity. He's leveraged this skillset in his transition to Customer Success, using technology... Read More →



Thursday January 12, 2017 2:00pm - 2:45pm
Oakland Convention Center Room #201

2:00pm

Optimizely: Building a Customer Education Program
Limited Capacity seats available

For many companies, the most successful customers with the highest LTV are the ones who are educated -- not just about product features, but about key workflows, best practices, and maturity in the broader industry. Yet many customer success programs don't invest in ongoing, scalable education programs; it is often an ad hoc CSM activity that leaves tremendous value on the table.

Customer Success teams who make a true investment in Customer Education will see an impact in the way their team's tribal knowledge scales out to have an impact on Sales, Marketing, and even Product. We will walk through the different possible components of a Customer Education program and how they can complement one another.

We’ll also discuss some of the tools and platforms that will be essential to your “Customer Education stack” and how you may want to prioritize your investments.

As a case study, we will discuss Optimizely's Customer Education program: Optiverse, which includes a self-serve and facilitated Academy program, Knowledge Base, Community, Certification, Trainings, and even in-product education.

In this highly interactive session, you'll learn:
  • What are the components of Customer Education?
  • What is the business case for Customer Education?
  • What are the KPIs within Customer Success, Sales, Marketing, and Product that an Education program can drive?
  • Why does it make sense to pull these together instead of making them separate properties?
  • What are the tradeoffs for doing so? What systems should you be using to enable a Customer Education program?
  • What types of content should you focus on to achieve better LTV and marketing attribution?
  • What types of content affect your customer contact rate or headcount ratios?
  • How do you work with other teams in the organization to align efforts?

Speakers
avatar for Adam Avramescu

Adam Avramescu

Manager: Customer Education, Optimizely
Adam Avramescu currently leads the Education team at Optimizely, a technology company focused on experience optimization, A/B testing, and personalization. At Optimizely, he is responsible for development and delivery of both training and documentation and created the first Optimizely... Read More →


Thursday January 12, 2017 2:00pm - 2:45pm
Oakland Convention Center Room #202

2:00pm

Reval: From Churnfighting to Value Delivery
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.

Speakers
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
Oakland Convention Center Room #204

3:00pm

A Success Plan for Customer Success
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

4:00pm

Customer Success Compensation Strategies
Limited Capacity seats available

As more revenue responsibility shifts from sales to customer success teams, an increasing number of organizations are introducing bonus and commission as a part of CSM compensation plans.  Variable compensation is a polarizing issue, with some success leaders arguing that it is necessary to boost performance, and others taking the position that it removes the CSM from a trusted advisor role.  Executed correctly, variable compensation plans can help CSM teams focus on the goals and priorities that provide value to both their clients and their companies.

This session will focus on how to build an effective variable compensation plan that drives optimal CSM behavior and aligns with the goals of both your clients and your company.  Discussion topics include how to pitch a compensation plan to your executive team, what to do if your company hasn't given you goals, and how to write a plan that doesn't scare new hires.  We'll also cover creative alternatives to variable compensation for those who want to drive performance, but aren't in a position to execute a variable plan.

Speakers
avatar for Kristen Hayer

Kristen Hayer

Principal, The Success League
Kristen Hayer is the founder and CEO of The Success League, a customer success consulting firm that works with CS leaders to build and develop high-performing teams. Kristen believes that customer success is the key to driving revenue, client retention and exceptional customer experiences... Read More →


Thursday January 12, 2017 4:00pm - 4:45pm
Oakland Convention Center Room #202

4:00pm

Customer Success Playbooks
Limited Capacity seats available

Having standardized and optimized procedures for CSM’s to follow for different types of customer interactions is the key to consistency and quality in Customer Success operations.  These procedures, typically called playbooks, can vary considerably depending on the customer type, stage and customer success strategy.

This session will cover the design of different playbooks based on engagement models and stages of the customer journey.  This highly interactive workshop will facilitate exchanging ideas with other like-minded customer success leaders and get you ready to accelerate the production of your team’s playbook library.

Download the workbook for the session here:  http://bit.ly/2ifHZM6

Speakers
avatar for Irit Eizips

Irit Eizips

Customer Success Management Consultant, CSM Practice
Irit Eizips brings deep expertise in the area of Customer Success. She serves as the CEO for CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and implementation of Customer Success strategies... Read More →
avatar for Ellie Wu

Ellie Wu

Director: Customer Success Strategy, CSM Practice
Ellie Wu, Director of Customer Success Strategy – is a forward-thinking customer success aficionado who leverages her relationship skills and understanding of the customer journey to grow customer accounts and lead cross-functional teams to improve internal processes that deliver... Read More →


Thursday January 12, 2017 4:00pm - 4:45pm
Oakland Convention Center Room #201

4:00pm

From Cost Center to Revenue Driver: How Customer Success Can Unleash Their Customer Voice
Limited Capacity seats available

We live and work in a trust economy. Customers trust peers and colleagues much more than your marketing and sales messages. This trust dynamic empowers Customer Success professionals to redefine their role as revenue drivers.  In this session, we'll discuss the specific questions, fears and doubts customers encounter at each stage of their customer journey (yet often don't bring to your attention). We'll show how leading companies unleash the customer voice as customer success stories that win, engage and retain 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

CEO, SlapFive
Jeff Ernst is Co-founder and CEO of SlapFive, which has a SaaS engine and methodology to help B2B firms capture and unleash their customers' voice. Jeff's obsession with customer success began with his first job as a technical support specialst, and grew as he ran marketing and customer... Read More →


Thursday January 12, 2017 4:00pm - 4:45pm
Jr. Ballroom

4:00pm

The ROI of Customer Success
Limited Capacity seats available

Is the customer success organization making a difference? Should we up our investment in customer success and, if so, what financial benefits should we expect? Is the new onboarding program making a difference?

More and more, customer success leaders are being asked to justify their existence through an ROI (return on investment) analysis. We will show you how to evaluate such requests, how to perform ROI analyses for customer success initiatives, and how to provide alternative evaluation approaches. You will leave the session with a blueprint to perform your own ROI analysis.

  • The different types of ROI requests from overall evaluations of the organization to evaluation of specific initiatives. 
  • Alternatives to ROI analyses: financial benefits are not the main or only benefits of a customer success program. We will show you how to analyze non-financial benefits and how to use them instead of or in addition to traditional ROI exercises. 
  • Measuring costs. We will show how to measure the costs of various activities, both customer-facing and back-office. We will give a checklist for tallying up costs. 
  • Measuring benefits. Customer satisfaction is hard to monetize. Churn can occur for all kinds of reasons. Measuring direct customer impacts is arduous. We will explore ways to capture and validate financial benefits of customer success. 
  • Presenting the ROI analysis.  ROI is more than a spreadsheet. We will share tips for how to present the analysis to create effective outcomes.
  • Improving data gathering strategies. ROI analyses often uncover needs for tracking more data or tracking data more effectively. We will discuss how to implement better, more reliable, less intrusive data gathering methods to improve your next ROI

Speakers
avatar for Francoise Tourniare

Francoise Tourniare

President, FT Works
Francoise Tourniare is the founder of FT Works and co-founder of ChurnSquad.  Both companies provide consulting, training, and coaching to create and improve customer success initiatives.Prior to founding FT Works in 1998, she was the Vice President of Worldwide Service at Scopus... Read More →


Thursday January 12, 2017 4:00pm - 4:45pm
Oakland Convention Center Room #204

4:00pm

The Value of a Customer
Limited Capacity seats available

What’s the value of a customer?  Setting up Customer Success with the right foundation to balance customer retention and customer acquisition.

The mission of a customer success team is to build proven value for the customers and the company.  In order to do that it’s imperative that you find the right balance of investment between customer acquisition and customer retention.  You also have to consider the best approach to this challenge depending on the stage and size of each company.  This session explores the tricky balance CS Leaders face in securing investment to drive their team’s success and how to get adjust and adapt as companies grow and change. Join us to explore a few different approaches on segmenting within the CS world and learn some strategies to find the appropriate customer balance for your stage of company and customer portfolio.

After attending this interactive discussion session you will leave with some good information about:      
  • What the CS Team needs to look like depending on the  company size and stage      
  • Acquiring the right customers and retaining them to full value for the company     
  • How do you move the needle as a company grows and changes
  • How to frame conversations and influence other functional areas to support investment in CS
Come and participate in the discussion and share your experiences and challenges to learn how to put the Customer Success team on the right foundation within your company both now and in the future.

Speakers
avatar for Irene Lefton

Irene Lefton

Customer Success Executive
I enjoy aligning strategy with the voice of the customer. My background spans multiple industries and use cases across large companies and start-ups. I gained my understanding of process from my time at Transamerica Insurance and PWC, and I built my flexibility muscles through both... Read More →


Thursday January 12, 2017 4:00pm - 4:45pm
Oakland Convention Center Room #205

5:00pm

Reception
Thursday January 12, 2017 5:00pm - 7:00pm
Jr. Ballroom Foyer