Customer Success Fundamentals

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of the Customer Success Manager (CSM) and discusses...

The Practical CSM Framework

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS...

Customer Success and Customer Support – A Powerful Partnership

How should Customer Success and Customer Support work together for both the customer and the company? Our conference will explore this from many different directions. Including direct, indirect, inside, outside, connected, community, and self-support. We will examine roles, responsibilities, and metrics. We will hear from support leaders who now have responsibility for both success and support. Is it better when these functions are closely integrated? These questions and many more will be discussed by our presenters.

How to Protect Your Team from Churn : 3 Keys to Prove Your Value

You spend your days preventing customers from churn. But how are you protecting you and your team from churn? While Customer Success is a new and exciting industry, not everyone is convinced about its value. As Customer Success professionals we face both ways: we must...

Rebuilding A Foundation for Your Customer Success Team

By Emilia D’Anzica We all know how daunting it can be to build any program from scratch, but what do you do when management asks to you rebuild the current foundation of your customer success team? Clearly, the company isn’t hitting the metrics they laid out as...

The Customer Success Advisors

The Customer Success Advisors are a group of established independent  consultants and firms with particular expertise in the profession and practice of Customer Success Management. The Case for Customer Success Consulting Yes, you can design and build a customer...

The Customer Success Forum

“Where the Customer Success Community Begins…” The greatest value in every professional conference or event is found in the opportunity to interact freely with other members of the community, to exchange insights, innovations, ideas and especially...