Mar14Agenda from San Francisco event
Morning: Customer Centric Crash Course
Why customer success matters - 9 am - 9:15 am
Rhianna Collier, VP Software Division - SIIA
Get an introduction to the Software & Information Industry Association and the reasons why they decided to co-host this important conference.
The Pro-Customer Company - 9:15 am - 9:45 am Watch Video | See Slides
Guy Nirpaz, CEO - Totango
Hear the results of a survey about customer centricity in leading software and Internet companies and a blueprint for the customer centric enterprise.
HPSW transformation towards deeper customer intimacy - 9:45 am - 10:15 am Watch Video | See Slides
Genefa Murphy, User Experience Lead - HP Software
Break & Refreshments
10:15 am – 10:30 am
Why and how to map your customer journey - 10:30 am - 11:00 am Watch Video | See Slides
Ken Rutsky, President KJR Associates
Discover a methodology to better understand your customer goals and adoption curve and subsequently align all customer facing personnel and business processes.
Building the customer success management team - 11:00 am - 11:30 am Watch Video | See Slides
Mikael Blaisdell, The Customer Success Management Forum
Learn a step-by-step roadmap to build customer success management capabilities in your organization based on industry best practices.
Get proactive with your customer support - 11:30 am - noon Watch Video | See Slides
Sam Boonin, VP Products Zendesk
See how to move from answering tickets to proactively engaging customers; and teach your company that support is truly a profit center.
noon - 1 pm
Customer lifecycle marketing done right - 1 pm - 1:30 pm Watch Video | See Slides
Atri Chatterjee, CMO Act-On Software
Find out how to build customer lifecycle marketing capabilities in your organization and get specific ideas about campaigns to drive revenues from your installed base.
Retooling sales for customer success - 1:30 pm - 2:00 pm Watch Video | See Prezi
Jacco van der Kooij, author “The Future of Sales is Now”
How to modernize sales organizations to address client success and get organized, trained and compensated to drive usage, adoption, renewal and expansions.
Increasing self-service adoption - 2:00 pm - 2:30 pm Watch Video | See Slides
Tomer Hasson, WalkMe
Learn how to use technology to automate user onboarding, improve the overall user experience and increase usage and adoption of your solution.
Break & Refreshments
2:30 pm - 2:45 pm
AFTERNOON: Case studies and roundtable discussions
Case study presentations - 2:45 pm – 5 pm
Short 10-minute case studies, followed by roundtable discussions on the topic.
“How to compensate for customer success”
Jeremy Malander, Head Customer Success Blue Jeans Network
“Renewals and upselling in real life”
Patrick Donnelly, VP Sales Marketo
“Customer success in a zero touch business” Watch Video | See Slides
Harpreet Singh, Sr. Director Product Management Cloudbees
“Transformation to SaaS”
Kartik Raghavan, VP Products, Serena Software
“Business processes for Customer Success” Watch Video
Bala Janakiraman, VP Customer Value Litle & Co
“Using behavioral data for upselling”
Mary Rosberg, Customer Success Manager Cloudwords
“How Advocacy Drives Customer Success” Watch Video
Julie Weil Persofsky, Senior Director of Customer Success Influitive
Networking Happy Hour
5:00 pm - 6:00 pm
Get updates on the upcoming New York CS Summit
The last #CSsummit at San Francisco was a sold out hit. This one will be even better!