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.

Networking Lunch

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