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Tuesday, February 28 • 11:00am - 11:40am
TRACK 1: Aligning Sales, Marketing, and Product Around Customer Success

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Why Customer Success Without Cultural Adoption = Failure
Evan Klein | Satrix 

As customer success leaders, everyone looks to you to set the tone for the company’s attitude toward service excellence. You’re required to set an example of fostering strong relationships throughout the customer’s lifecycle. It’s your job to align expectations and establish processes that reduce roadblocks to provide value to customers. And it’s your responsibility to keep this a top-of-mind strategic priority year after year.

Unfortunately, each department has their own agenda. And the customer isn’t always their top priority. This puts customer success leaders at a huge disadvantage.

In this session, Evan Klein of voice of customer and employee engagement consulting firm, Satrix Solutions, will discuss proven strategies for reinforcing your company’s customer success culture to get everyone rowing in the same direction. Attendees will walk away with actionable ideas tested by customer success professionals that can easily be put into practice right away.

Lessons Learned: Transforming Eloqua into a Customer-Centric Organization
Kia Puhm | KiaCX 
Research consistently shows that customer centric companies outperform their competitors, growing revenue faster by orders of magnitude. Yet companies often run business models disconnected from the customer’s needs and expectations. Despite best intentions, businesses inadvertently disregard the customer’s perspective introducing poor experiences, missed opportunities and extra work for themselves into the customer journey.

In this presentation, I will discuss what it means to be a customer centric organization, why a customer centric business model is vital to your company’s success and reveal the three key tenets to becoming customer centric.

I will share the story of Eloqua’s journey in transforming to a customer centric organization and divulge the painful mistakes made and challenges overcome in doing so. Participants, armed with the three key tenets, real life examples and tools used by world-leading organizations, will have the know-how required to initiate their company’s transition to customer centric thinking and performance. 

avatar for Evan Klein

Evan Klein

Founder and President, Satrix Solutions
avatar for Kia Puhm

Kia Puhm

Principal, K!A CX Consulting

Tuesday February 28, 2017 11:00am - 11:40am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Attendees (47)