3:15pm - 3:45pm The Evolution of Customer Success
Monday Mar 5 - Gold Ballroom
Customer Success as a distinct profession has only been in existence since 1997. But in just over 20 years, there have been significant changes in the definition and practice of that profession. Based on continued research since 2006, Mikael Blaisdell will describe the shifts and the logic driving them in the areas of Monetization, Organizational structure and Process, and the Technology of Customer Success.