Customer Success Summit 2017

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Ralf Wittgen | Promapp Solutions
Boaz Maor 

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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.

Two featured presentations:

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

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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

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

Scaling Your Customer Experience Team for Success
Anjanette Hill-Mendoza | Glassdoor

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

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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. 

Two featured presentations:

Measuring What Matters
Ariel Utnik | Feedvisor 

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

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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
 
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Two featured presentations:

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

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

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Two featured presentations:

Diving Into the Qualitative Feedback
Natasha Bishop | Smartsheet

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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

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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.