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Monday, February 27
 

8:00am

Registration and Breakfast
Monday February 27, 2017 8:00am - 9:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

9:00am

The Next Wave of Customer Success
Speakers
avatar for Guy Nirpaz, Totango

Guy Nirpaz, Totango

CEO & Co-Founder


Monday February 27, 2017 9:00am - 9:30am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

9:30am

The Future of Work is Chaos
Speakers
avatar for Claire Burge

Claire Burge

CEO and Founder, This Is Productivity


Monday February 27, 2017 9:30am - 10:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:00am

SUCCESSTALK: The Implications of Changing Workforce Demographics
Speakers
avatar for Dan Finnigan

Dan Finnigan

CEO, Jobvite


Monday February 27, 2017 10:00am - 10:15am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:15am

SUCCESSTALK: How We Drive Change Management At Slack
Speakers
avatar for Rav Dhaliwal

Rav Dhaliwal

Head of Customer Success, EMEA, Slack


Monday February 27, 2017 10:15am - 10:30am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:30am

Break
Monday February 27, 2017 10:30am - 10:45am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:45am

VIP: The Strategic Nature of Customer Success Today (the Investor & Boardroom Perspective)
Speakers
avatar for Eric Benhamou

Eric Benhamou

Founder and General Partner, Benhamou Global Ventures
Former CEO of 3Com and Palm


Monday February 27, 2017 10:45am - 11:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:45am

TRACK 1: Creating a Product Communication Loop
Sylvie Woolf | Clear Company

Client feedback is extremely important at Clear Company. They have had massive product updates based on customer feedback but had not been successful in closing the loop with them.  Learn what they successfully put into practice to ensure the client's voice is being heard at the executive table and giving clients a direct insight into how they impact the product.


 



Speakers
avatar for Sylvie Woolf

Sylvie Woolf

Director of Client Service, ClearCompany


Monday February 27, 2017 10:45am - 11:10am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:45am

TRACK 2: Boosting Adoption With Behavior-Driven Messages
Speakers
avatar for Matt Zelen

Matt Zelen

Chief Customer Officer, Act-On Software


Monday February 27, 2017 10:45am - 11:10am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:45am

TRACK 3: Communicating the Value of Customer Success to Executives
Speakers
avatar for Dutta Satadip

Dutta Satadip

Customer Success, Americas, Google


Monday February 27, 2017 10:45am - 11:10am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:45am

TRACK 5: Enabling Your Customer Success Team
As your team scales, the "readiness level" of each CSM will have a significant impact on your key metrics. This sessions will walk you through how you can reduce time to new hire productivity, help your team keep pace with a rapidly developing product, and coach them to unlock up-sell opportunities and new use cases.

Speakers
avatar for Mohit Garg

Mohit Garg

Cofounder and CMO, MindTickle Inc
avatar for Dhruv Markenday

Dhruv Markenday

VP Product Consulting & Customer Success, MindTickle


Monday February 27, 2017 10:45am - 11:10am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:00am

VIP: The Art of the Possible - Building High Performing Organizations
Speakers
avatar for Tiffani Bova

Tiffani Bova

Growth and Innovation Evangelist, Salesforce, and Former Research Fellow, Gartner


Monday February 27, 2017 11:00am - 11:20am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:15am

TRACK 1: Metrics That Bridge Sales and Customer Success (a sales-ops perspective)
Metrics That Bridge Sales and Customer Success
Nate Richardson | xMatters
In this session I'll discuss the too-common gap between sales and customer success, and how telling the right stories can bridge the divide. Regardless of industry, attendees will walk away with concrete ways in which they can define metrics that will make the sales team come knocking on their door. Drawing inspiration from real world experiences and learnings from my sales-ops role in the customer success industry, I'll discuss examples that illustrate how metrics that matter accelerate growth and bring teams together.

Speakers
avatar for Nate Richardson

Nate Richardson

Corporate Operations, Customer Success, xMatters, Inc.


Monday February 27, 2017 11:15am - 11:40am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:15am

TRACK 2: The First 90 Days - A Customer Success Implementation Program
Speakers
avatar for Brian Merritt

Brian Merritt

VP Customer Success, Trustpilot


Monday February 27, 2017 11:15am - 11:40am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:15am

TRACK 3: Assessing Customer Maturity is Essential for Effective CS Management
Ralf Wittgen | Promapp Solutions
Boaz Maor 

Customer Health Score measures the health of the customer-vendor relations. It is necessary, but not sufficient to determine what needs to happen to accelerate customer success. This is why we have developed a framework to assess Customer Maturity. 

Customer Maturity measures the sophistication by which the customer team is working and therefore their readiness to effectively utilize the vendor’s solution. 

This session will provide both theoretical explanation of the value and practical means of measuring Customer Maturity and incorporate it into your CS workflow. We will show how Customer Maturity adds a powerful actionable dimension to Customer Health Score in the way you manage your customers.

Speakers
avatar for Boaz Maor

Boaz Maor

VP, Customer Success, Self
avatar for Ralf Wittgen

Ralf Wittgen

Chief Customer Officer, Promapp Solutions


Monday February 27, 2017 11:15am - 11:40am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:15am

TRACK 4: Building an Impactful Tech-Touch Program
In this session, Totango customers will walk out with key campaigns they should be running to engage their low-touch customers successfully.

Speakers
avatar for Cecilia Tevel

Cecilia Tevel

Sr. Customer Success Manager, Totango
avatar for Greg Walder

Greg Walder

Head of Customer Success, Front
avatar for Andersen Yu

Andersen Yu

Customer Success Manager, Front


Monday February 27, 2017 11:15am - 11:40am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:15am

TRACK 5: Keeping Your Customer Success Team Motivated

CSM’s are busy wearing multiple hats!  Between juggling customer interactions, maintaining internal relations, keeping documentation and systems up to date and ensuring adoption, retention and upsell, the work of a CSM is both challenging and rewarding.  How do you keep your team motivated through the challenges? While most CS Leaders understand how important this is, it isn’t always easy to maintain a motivated team environment.

This interactive session will focus on defining the right framework to keep your team motivated and performing well.  By applying some common sense tactics and communication methods you will be able to keep you team engaged and reduce the friction and turnover that sometimes happens in CS Teams.  Bring your challenges and ideas to share.


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 successes and failures in several early stage and venture backed start-ups. Working and living in Europe gave me a global perspective and I'm currently advising... Read More →


Monday February 27, 2017 11:15am - 11:45am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:20am

VIP: Shift to Flexible Consumption
Implementing scalable customer success capabilities and operating model

Speakers
avatar for Faruk Muratovic

Faruk Muratovic

Deloitte Consulting, Principal-Flexible Consumption Practice
avatar for Deepak Sharma

Deepak Sharma

Customer Leader for High Tech, Deloitte Consulting


Monday February 27, 2017 11:20am - 11:45am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:45am

The Frictionless Enterprise: A Fireside Chat with Ed Zander
Using modern technologies to change organizations from function-based models to customer-centric companies removes friction for the customer. 

Speakers
avatar for Janice Roberts

Janice Roberts

Partner, Benhamou Global Ventures
avatar for Ed Zander

Ed Zander

Former CEO Motorola, Board Member, Netsuite


Monday February 27, 2017 11:45am - 12:05pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

12:05pm

The Technology of a Customer-Centric Culture
Speakers
avatar for Ravit Danino

Ravit Danino

VP, Products, Totango


Monday February 27, 2017 12:05pm - 12:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

12:30pm

Lunch
Monday February 27, 2017 12:30pm - 1:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

12:30pm

VIP Lunch
Monday February 27, 2017 12:30pm - 1:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 1: Sales & Customer Success Are More Alike Than You Think
Two featured presentation:

Creating Synergy Between Sales & Customer Success
Sherrod Patching | Leadspace

Connecting the Wagons 
Dominique Levin | Winning By Design

It's not so much about customer profiles, but about identifying and agreeing on customer impact (value) up front and then to deliver and report on that in the quarterly business review. "Connecting the wagons" from meeting to meeting with "impact" being the connecting tissue.

 

Speakers
avatar for Dominique Levin

Dominique Levin

Managing Partner, Winning By Design
avatar for Sherrod Patching

Sherrod Patching

VP Customer Success, Leadspace


Monday February 27, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 2: Zooming To Success - Zoom's Success Story

Session 1: Creating a Successful Freemium Model
Session 2: Justifying the Investment in Customer Success Technology

Present by: Nick Chong | Zoom 


Speakers
avatar for Nick Chong

Nick Chong

VP, Customer Success, Zoom Video Communications


Monday February 27, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 3: What I Learned From Building Multiple Success Teams
Two featured presentations:

Building a Customer Success Organization All Over Again
Amy Mustoe | Cloud Elements

If I could do it all over again what would I do differently in Building out a Customer Success Organization? At SendGrid, I was CS Employee #1 and spent 5 years building out a Professional Services and CS team. I recently joined Cloud Elements as their VP of Customer Success helping to build and grow their CS, Support and Services team. What were the mistakes I made that I would learn from and what would I do all over again?


What Types of Talent Customer Success Executives Really Need
Nate Williams | Swing Talent

Find out what Customer Success executives are looking for right now and what can you do in your career to be more valuable. 

Speakers
avatar for Amy Mustoe

Amy Mustoe

VP, Customer Success, Cloud Elements
avatar for Nate Williams

Nate Williams

Head of Customer Success Recruiting, Swing Talent, Inc.


Monday February 27, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 4: What Executives Want to See In Totango
Two featured trainings:
1. Building the Executive Dashboard - in this session, Totango customers will begin to create their own executive dashboard based on their KPIs.
2. How to Accurately Forecast Churn and Renewals - implement the right forecasting model and process with your team to make sure you can provide predictable renewal and expansion forecasting.
 

Speakers
avatar for Robyn Fernandez

Robyn Fernandez

Sr. Director of Customer Success, Totango
avatar for Omer Gotlieb, Totango

Omer Gotlieb, Totango

Chief Customer Officer


Monday February 27, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 5: How to Build a Customer Success Playbook
In this interactive session we'll talk about customer success playbooks, review the steps you should take to successfully build and implement a playbook, and work together to build a few plays. You'll leave this session knowing what should be in your playbook, and being prepared to write plays with your customer success team.

Speakers
avatar for Kristen Hayer

Kristen Hayer

Founder & CEO, The Success League


Monday February 27, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

VIP: Building a Deep, Customer-Centric Culture (Interactive Workshop)
Speakers
avatar for Don Peppers

Don Peppers

Founding Partner, Author of The One to One Future, CXSpeakers


Monday February 27, 2017 1:30pm - 3:00pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

2:15pm

TRACK 1: How Marketing & Customer Success Can Build a Customer-Centric Company
Two featured presentations:
Marketing's Methods That Improve Retention & Experience 
Peter Armally | Oracle Marketing Cloud

Customer Success is responsible for managing and growing existing customers. Marketing is responsible for finding and helping to land them. The big differences are the methods and tools that Marketing uses to understand the buyer and to draw them closer towards achieving their goal of addressing some business issue through use of a product. Come to this session to learn how Customer Success could increase retention and build a larger community of advocates by leveraging Marketing concepts, methods, and tools.


Level Up Your CS Strategy With Customer Marketing
Tiffany Beddow | On24

Speakers
avatar for Peter Armaly

Peter Armaly

Principal Transformation Advisor, Oracle Marketing Cloud
avatar for Tiffany Beddow

Tiffany Beddow

Sr. Customer Marketing Manager, ON24


Monday February 27, 2017 2:15pm - 2:55pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

2:15pm

TRACK 2: Under the Hood of Totango's Award-Winning Technology
Understanding Totango Architecture and Integrations
Oren Raboy | Totango 

Success Story: Integrating Totango and SFDC seamlessly
Nate Richardson | xMatters 

Speakers
avatar for Oren Raboy

Oren Raboy

Co-Founder, VP Engineering, Totango
avatar for Nate Richardson

Nate Richardson

Corporate Operations, Customer Success, xMatters, Inc.


Monday February 27, 2017 2:15pm - 2:55pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

2:15pm

TRACK 3: Approaches to Scaling Customer Success
Scaling Your Customer Experience Team for Success
Anjanette Hill-Mendoza | Glassdoor

How to Deliver a Scalable Enterprise Onboarding Experience to Your SMB Customers
Justin Oberbauer | Prosperworks

The first 60 days is the most critical phase in your customer's path to success. If you could, every customer would get white glove treatment, and guided quickly to their desired outcome and increasing retention and growth. I'll explain how we used automation, behavioral data and Totango to allow us do it effectively, efficiently and profitably while achieving near 100% Customer Satisfaction and lowering time to desired outcome. 



Speakers
avatar for Anjanette Hill-Mendoza

Anjanette Hill-Mendoza

VP, Customer Success, Glassdoor
avatar for Justin Oberbauer

Justin Oberbauer

VP Customer Success, ProsperWorks


Monday February 27, 2017 2:15pm - 2:55pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

2:15pm

TRACK 4: Beyond Reactive: Proactive CS Strategies
In this session, Totango customers will learn what key workflows to automate to ensure the Customer Success organization is proactive vs. reactive.

Speakers
avatar for Robyn Fernandez

Robyn Fernandez

Sr. Director of Customer Success, Totango


Monday February 27, 2017 2:15pm - 2:55pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

2:15pm

TRACK 5: How to Become a VP of Customer Success
Career growth is a hot topic but it's rarely discussed in Customer Success.  In this session CSMs that want to go down the leadership path will gain tips and advice learning from real-world lessons learned. Chad has been in CS for over 10 years and progressed from a CSM to CS leadership roles at three SaaS companies.

Speakers
avatar for Chad Horenfeldt

Chad Horenfeldt

VP Customer Success, Bluecore


Monday February 27, 2017 2:15pm - 2:55pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

VIP: The CEO Roadmap for Customer Success
Speakers
avatar for Guy Nirpaz, Totango

Guy Nirpaz, Totango

CEO & Co-Founder


Monday February 27, 2017 3:00pm - 3:15pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

TRACK 1: Taking a Modern Approach to Support and Services
Two featured presentations:

Knowing When to Outsource Support for Better Customer Success
Fernando Pizarro | PeopleDelight

Better Customer Success Becoming a Foundation for Services
David Yoffie | PWC

Speakers
avatar for Fernando Pizarro

Fernando Pizarro

CEO, PeopleDelight, Inc.
PeopleDelight provides premium customer support outsourcing to tech companies. We help our clients keep their support costs under control while still providing fantastic service and keeping the company culture.
avatar for David Yoffie

David Yoffie

Service Practice Leader & Managing Director, PWC


Monday February 27, 2017 3:00pm - 3:45pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

TRACK 2: Our Stories on Reducing Churn
Two featured presentations:

Reducing Churn with Proven Monetization
Shai Rybak | Clicktale

Learn how Clicktale actively reduced churn by aligning services with their customer business goals 


How to Implement a Save Process

Michael Connery | BetterCloud 

You invest time in software, CSMs, proactive outreach, swag, and more, but what actually happens after you mark a customer as "At Risk"? Every organization needs to have a plan in place to alert key personnel, establish an engagement initiative, and recapture your customer, starting the moment the potential to churn is realized.


Speakers
avatar for Michael Connery

Michael Connery

Director of Customer Success, BetterCloud
avatar for Shai Rybak

Shai Rybak

VP Customer Success, Clicktale, Ltd.


Monday February 27, 2017 3:00pm - 3:45pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

TRACK 3: Customer Success Metrics That Matter
Two featured presentations:

Measuring What Matters
Ariel Utnik | Feedvisor 

Customer Benchmarking: The Next Foundational Activity of Customer Success Organizations
Jim Berardone | Only Both

 

Speakers
avatar for Jim Berardone

Jim Berardone

Chief Customer Officer, OnlyBoth
avatar for Ariel Utnik

Ariel Utnik

Chief Customer Officer, Feedvisor


Monday February 27, 2017 3:00pm - 3:45pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

TRACK 5: Developing Your Customer Success Blueprint
Back by popular demand, Omid will lead this interactive discussion on setting up your Customer Success blueprint, covering:
  • Vision and charter
  • Funding model
  • Success metrics
  • Customer journey
  • Segmentation
  • Best practices, and skills

Speakers
avatar for Omid Razavi

Omid Razavi

Customer Success Executive, -


Monday February 27, 2017 3:00pm - 3:45pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:15pm

VIP: Driving Success with a Contribution-Driven Workforce
Speakers
avatar for Tom Tovar

Tom Tovar

CEO and Go-to-market executive, building companies in software, cloud, mobile, data, and XaaS platforms, Appdome


Monday February 27, 2017 3:15pm - 3:45pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:45pm

Break
Monday February 27, 2017 3:45pm - 4:00pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

4:00pm

SUCCESSTALK: Customer Success at the Enterprise
Speakers
avatar for Somit Goyal

Somit Goyal

Global Head of Customer Success, Microsoft


Monday February 27, 2017 4:00pm - 4:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

4:30pm

PANEL: The 2020 Chief Customer Officer - CS Leaders Predict Today
Moderators
avatar for Emilia D'Anzica

Emilia D'Anzica

VP Customer Engagement, WalkMe

Speakers
avatar for Catherine Blackmore

Catherine Blackmore

GVP Global Customer Success, Oracle Marketing Cloud
avatar for Chris Dishman

Chris Dishman

VP Customer Success, ON24
avatar for Matt Zelen

Matt Zelen

Chief Customer Officer, Act-On Software


Monday February 27, 2017 4:30pm - 5:00pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

5:00pm

Building Customer Success Organizations
Speakers
avatar for Thomas Lah

Thomas Lah

Executive Director, TSIA


Monday February 27, 2017 5:00pm - 5:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

5:30pm

RECEPTION
Monday February 27, 2017 5:30pm - 7:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103
 
Tuesday, February 28
 

8:00am

Breakfast
Tuesday February 28, 2017 8:00am - 9:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

8:00am

Customer Breakfast
Tuesday February 28, 2017 8:00am - 9:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

9:00am

Three Often-Overlooked Customer Success Strategies
Speakers
avatar for Don Peppers

Don Peppers

Founding Partner, Author of The One to One Future, CXSpeakers


Tuesday February 28, 2017 9:00am - 9:30am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

9:30am

Customer First: A Product Person’s View
Speakers
avatar for Sam Boonin

Sam Boonin

VP Product Strategy, Zendesk


Tuesday February 28, 2017 9:30am - 10:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:00am

SUCCESSTALK: The New Currency of Competitive Companies
Speakers
avatar for Richard Owen

Richard Owen

CEO, Satmetrix


Tuesday February 28, 2017 10:00am - 10:15am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:15am

CEO PANEL: Who Owns the Customer?
Moderators
avatar for Guy Nirpaz, Totango

Guy Nirpaz, Totango

CEO & Co-Founder

Speakers
avatar for Andy MacMillan

Andy MacMillan

CEO, Act-On Software
avatar for Sonal Puri

Sonal Puri

CEO, Webscale
avatar for Eric Yuan

Eric Yuan

CEO, Zoom Video Communications


Tuesday February 28, 2017 10:15am - 10:45am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

10:45am

Break
Tuesday February 28, 2017 10:45am - 11:00am
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:00am

TRACK 1: Aligning Sales, Marketing, and Product Around Customer Success
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. 

Speakers
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

11:00am

TRACK 2: Leveraging Customer Education & Self-Help to Scale
Two presentations included:
1. Customer Education As Your Scale Engine, Adam Avramescu | Optimizely
2. Helping Customers Help Themselves, Don Davidge | AnswerDash

Speakers
avatar for Adam Avramescu

Adam Avramescu

Director of Optiverse and Customer Education, Optimizely
avatar for Don Davidge

Don Davidge

AnswerDash, VP Sales & Marketing


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

11:00am

TRACK 3: Are You Listening? Incorporating the Voice of the Customer (VOC)
Two featured presentations:
A Conversation vs. A Monologue: A New Model for Merging CX and CS
Erin Van Remortel | Verizon

Lessons Learned From the VOC Team
Sean Cramer | Atlassian
 

Speakers
avatar for Sean Cramer

Sean Cramer

Head of Voice of the Customer, Atlassian
avatar for Erin Van Remortel

Erin Van Remortel

Customer Experience, Verizon


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

11:00am

TRACK 4: Improving Visibility Into Your Customers & Team
Two featured presentations:

1. Managing your Customer Success Team with your KPIs in Totango - in this session, attendees will learn how to have more productive 1:1s and team meetings. Gain a better understanding if team members are spending time on the right accounts and having the right conversations.
2. Visibility into Your Customers - your customers are in good health but are they doing the right behaviors to ensure success and ROI? In this session, customers will create an adoption dashboard. 

Speakers
avatar for Erin Bowers

Erin Bowers

Sr. Customer Success Manager, Totango
avatar for Ron Kashani

Ron Kashani

Sr. Customer Success Manager, Totango


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

11:00am

TRACK 5: Sharing Their Vision for Customer Success, led by Totango Executives
Have a conversation and get to know the Totango Co-founders, senior executives, and investors. Understand the future of Totango and their strong Customer Success POV.

Speakers
avatar for Eric Benhamou

Eric Benhamou

Founder and General Partner, Benhamou Global Ventures
Former CEO of 3Com and Palm
avatar for Ravit Danino

Ravit Danino

VP, Products, Totango
avatar for Dustin Markowski

Dustin Markowski

SVP Sales, Totango
avatar for Oren Raboy

Oren Raboy

Co-Founder, VP Engineering, Totango
avatar for Omer Gotlieb, Totango

Omer Gotlieb, Totango

Chief Customer Officer
avatar for Guy Nirpaz, Totango

Guy Nirpaz, Totango

CEO & Co-Founder


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

11:45am

TRACK 1: From Hiring to Adoption, Setting Up "Success" From The Inside Out
Two featured presentations:

Internal Success Matters
Grant Fecteau | WeWork

What does Customer Success look like when the customer is you?  At WeWork, we use the industry concept of Customer Success and apply it to the adoption of internal systems with the goal of fostering delight and ease of access in the same way that SaaS companies do through external-facing teams. To be competitive in today’s economy, every company must become a technology company by adopting technology as a critical component of its success. And in order to do this successfully, companies must begin to understand their employees themselves as customers. 

How to Hire, Onboard, and Set Your Customer Success Team Up for "Success"
Maranda Dziekonski | HelloSign 

Starting Customer Success in your organization just isn't enough. How do you hire the right individuals that will drive the proactive results? How do you onboard them successfully and quickly so they will start driving value ASAP? Most importantly, how do you set them up to successfully navigate an organization that may not understand what Customer Success is? This session will provide you with a very tactical and proven approach to hiring, onboarding, and setting up your Customer Success Team for success


Speakers
avatar for Maranda Dziekonski

Maranda Dziekonski

Vice President, Customer Operations, HelloSign
avatar for Grant Fecteau

Grant Fecteau

Head of Customer Success Recruiting, WeWork


Tuesday February 28, 2017 11:45am - 12:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:45am

TRACK 2: Solving for Complex Customer Relationships
Two featured presentations:

Constructing Flexible Customer Data Models

Noah Reiter | Rave Mobile Safety

Challenging the Status Quo for International Customers
Sofie Dewyn | Teamleader
Charlotte Pauwels | Teamleader 

Speakers
avatar for Sofie Dewyn

Sofie Dewyn

Customer Onboarding Manager, Teamleader
avatar for Charlotte Pauwels

Charlotte Pauwels

Customer Success Manager, Teamleader CRM
avatar for Noah Reiter

Noah Reiter

Sr. Director of Customer Success, Rave Mobile Safety


Tuesday February 28, 2017 11:45am - 12:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:45am

TRACK 3: Mission Critical Components to Customer Success
Two featured presentations:

The Evolution of Clarabridge's Cusotmer Health Program
Beth Fulton | Clarabridge 

How our Early Warning System Helps us Retain 12k+ Customers
Ephrat Geisler | Appsflyer

Speakers
avatar for Ephrat Geisler, AppsFlyer

Ephrat Geisler, AppsFlyer

Business Intelligence Operation Manager
avatar for Elizabeth Fulton

Elizabeth Fulton

VP, Customer Success, Clarabridge


Tuesday February 28, 2017 11:45am - 12:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

11:45am

TRACK 5: Setting Customer Success Goals

Setting the right goals for your Customer Success team is the first step for every CS exec. After all, your performance is measured based on your ability to meet or exceed these goals. But, moreover, your ability to understand your business and direct your team towards the right areas of work is dependent on clear signals from the business.

In this interactive session you will learn how to set up appropriate goals for the CS function in your company, looking at both leading and lagging indicators, commercial versus non-commercial goals, value for the customer versus value for the vendor and more. The objective of this session is to arm you with a framework and practical guidelines and tools to develop a balanced scorecard and effective set of goals to be measured. 


Speakers
avatar for Boaz Maor

Boaz Maor

VP, Customer Success, Self


Tuesday February 28, 2017 11:45am - 12:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

12:30pm

Lunch
Tuesday February 28, 2017 12:30pm - 1:30pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 1: Achieving Operational Excellence at the Enterprise
Two featured sessions:

The Role of Partners in the Subscription Economy
Scott Salkin | Allbound
For decades, channel partner programs have been a key strategy for companies looking to accelerate sales while lowering customer acquisition costs. Today, that paradigm is changing. Partners are less critical to pre-sales, net-new revenue and margins - and more critical than ever to customer adoption, value and churn. But how do you implement a through-partner customer success model? Where does it fit within the organization? And what are the most critical components for working with partners to make sure that you're accomplishing your #1 goal - having tremendously happy customers.

Creating a Nimble Hippo Company
Steve Currie | Communitech 
Large enterprise organizations have to become more nimble and agile in response to a customer-centric world. They need to use design thinking and lean startup principles to be more responsive to consumer demands, but also focus on the process and discipline of execution to create value out of their innovation activities. 

Speakers
avatar for Steve Currie

Steve Currie

VP Strategy, Communitech
avatar for Scott Salkin

Scott Salkin

CEO & Founder, Allbound


Tuesday February 28, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 2: How to Become an Early Adopter of Chatbots
Two featured presentations:

Disrupting the Customer Experience with Chatbots and AI
Vicky Gkiza | Microsoft Skype 

Designing Conversational Experiences
John Forrester | Inbenta

Today's modern customers are addicted to chat and expect brands to engage with them across web, social, and messaging platforms. Companies are struggling to keep up. Learn how to delight your customers 24/7 using hybrid chatbots that understand conversational language and utilize existing content and resources 

Speakers
avatar for John Forrester

John Forrester

CMO, Inbenta
avatar for Vicky Gkiza

Vicky Gkiza

Director of Product Management, Microsoft


Tuesday February 28, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 3: When Should Customer Feedback Change Your Business Strategy
Two featured presentations:

Diving Into the Qualitative Feedback
Natasha Bishop | Smartsheet
We took a different approach to NPS at Smartsheet. The true value of the survey is around the qualitative information we are receiving from our customers. NPS allows individuals users to raise their hand and be heard. Learn about the benefits of going beyond the number.

How the Power-User Feedback Loop Impacted our Business Strategy
Lisa Haubenstock | Everfi
EverFi delivers powerful data to over 1,000 Higher Ed institutions to help them reduce instances of sexual violence on campus. We'll train and survey over 4,000,000 college students in 2017, producing a substantial amount of data about the behaviors and attitudes of our nation's college students. Early on, it was clear that only our power users were fully maximizing the value of the data and we needed to lower the barrier to entry across our entire user base. By understanding usage behaviors of our power-users we were able both to teach our under optimized customers how to get more out of the platform and achieve higher completion rates AND we were able to inform future iterations of the platform to increase the number of power-users across our growing portfolio of university customers. 

Speakers
avatar for Natasha Bishop

Natasha Bishop

Director of Customer Success, Smartsheet
avatar for Lisa Haubenstock

Lisa Haubenstock

VP, Partner Services and Customer Success, EverFi


Tuesday February 28, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 4: Boosting Your Day-to-Day Productivity
In this session you will learn how to go from 0-60 with Totango.

Speakers
avatar for Costen Hickman

Costen Hickman

Sr. Customer Success Manager, Totango


Tuesday February 28, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

1:30pm

TRACK 5: Nail Your Next Quarterly Business Review

Your goal with your QBR is to deliver a session that is tailored exactly to what your client needs and drives more value. You want your client to feel like you are their trusted advisor, totally in tune with their business needs. By participating in this session, you will gain access to all of proven tips, strategies, and secrets that would help you nail your next QBR.

A word from the session leader: "I've been leading discussions and training sessions for over two decades. While each event is a little different, they all have one thing in common: Attendees who show up (prepared) tend to see the most IMMEDIATE BIGGEST impact with their clients.  If you want to get every bit of value of this track (and I know you do!), I've created a special workbook to help you follow along while participating in this session. Make sure you download and print your workbook in advance. This will help you stay 100% focused as we dive into new strategies to help you nail your next Quarterly Business Review" DOWNLOAD YOUR WORKBOOK HERE 


Speakers
avatar for Irit Eizips

Irit Eizips

Customer Success Practice Director, CSM Practice


Tuesday February 28, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

2:15pm

The Great Debate: Is Customer Success The New Customer Experience?
Should the focus be on the customer's success or on their experience - or is it one in the same? Hear two industry thought-leaders battle it out.

Speakers
avatar for Tiffani Bova

Tiffani Bova

Growth and Innovation Evangelist, Salesforce, and Former Research Fellow, Gartner
avatar for Julie Parrish

Julie Parrish

Chief Marketing Officer, RedSeal Inc., and Former CMO, NetApp


Tuesday February 28, 2017 2:15pm - 3:00pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

AWARD CEREMONY - Customer Success Hero Awards Announced
Speakers
avatar for Omer Gotlieb, Totango

Omer Gotlieb, Totango

Chief Customer Officer


Tuesday February 28, 2017 3:00pm - 3:15pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

3:00pm

TRACK 4: Customer Impact General Session
In this general session, you will hear from the Totango product team and gain exclusive insight into the Totango roadmap. We will also feature a customer panel sharing more use cases and best practices. 

Tuesday February 28, 2017 3:00pm - 5:00pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103