The Customer SuccessCon Program
Customer SuccessCon is an extended conversation about the present and the future of the profession of Customer Success. The conferences themselves are afternoon events in five cities: Boston, Denver, London, Seattle and Berkeley, but these are only beginnings, designed to make introductions and to start the real work of shared value and professional development.
While the majority of Customer Success groups have become directly involved with managing income streams and profitability over the past 5 years, there has been little real discussion to date about the issues of actually proving the value of Customer Success to either the Customers or to the Company. For 2019 and beyond, Value Provability and Customer Success will be the focus of the Customer SuccessCon program.
The CS Blueprint: Strategy, Process, People, and Technology
The starting point for any customer success initiative is Strategy, how the team’s role is defined and clearly understood by both the customers and your own company’s senior management. Setting appropriate expectations for both is the #1 challenge facing all CS teams worldwide. The Process of the team, the daily activities of every member of the group need to have a clear connection back to that perceived role. Where are the internal and external Points of Engagement for a Customer Success team?
Strategy and Process in turn determine the People aspects of an effective Customer Success team. Where should the team be placed in the overall corporate organizational structure? What are the skills and knowledge needed; how should individuals be recruited and trained?
Scalability is the second greatest challenge that all Customer Success teams struggle to overcome. The key to scaling a CS team lies in its Technology, the tools and metrics that are needed to keep the whole structure aligned and producing the ultimate value goals.
Everything that follows the Mission statement, regardless of whether you are just beginning to build out a team or leading one of long standing, must clearly tie back to the production of sustainable proven value.
The Customer SuccessCon Agenda
Unlike other professional conferences, with their bewildering and numbing array of breakout sessions and covert selling presentations, the program content at Customer SuccessCon events is delivered to all participants together. There are no glittering slideshows accompanied by thunderous music. No motivational or “celebrity” speakers; we don’t do flash. Our agenda is carefully designed for the interests of Customer Success executive team leaders and C-Level officers — and those whose career plans are aimed at such postiions.
Presented by seasoned Customer Success executive leaders, the Case Study sessions focus on what is being done in companies like yours, how it’s working, and how it can be made even better. In Best Practices presentations, some of the most experienced and visionary thought leaders in the Customer Success Community will tell you how they view the key factors and methodologies of the profession.
“Very efficient/effective! Short but jam packed with lots of interesting ideas; great place to connect with some excellent speakers and powerhouses in their industry in a relatively intimate setting. Good combination of prepared speeches and structure, but small enough to feel able to speak openly and honestly about challenges.”
I’ve attended two Customer SuccessCons – one in Seattle and one in Denver, and found the sessions and speakers in both conferences superior to others I’ve attended. So, even though CSCon is much shorter in duration, I find I actually get more out of it.”
When the Customer SuccessCon sessions are done for the day, the conversation doesn’t stop. Join the more than 32,000 professionals worldwide in The Customer Success Forum on LinkedIn to continue the discussion. Review the resources in The Customer Success Library. Local and online events for continuing development may be found in The Customer Success Calendar. Check out the range of available tools in the Customer Success Technology list.