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Thursday, October 8
 

2:00pm BST

The State of the Profession
Limited Capacity seats available

The research of the Customer Success Standards Initiative has only begun to probe the extent of what CSM teams are currently doing across the breadth of the industry, but even the preliminary findings offer insights and innovations that could accelerate the progress of your company’s CS program.  Where is the Point of Engagement for a CSM team?  What specific authorities do CS execs hold, and how are they used?  What tools should every CSM team have in place?

The State of The Profession
is an overview of what is currently being done in in Customer Success ic the areas of Strategy, Process, People and Technology by CSM groups worldwide.  It begins with a summary of the findings from the CustomerSuccessresearch.com surveys, followed by discussion with a panel of senior CSM experts and general Q&A.

Speakers
avatar for Mikael Blaisdell

Mikael Blaisdell

Executive Director, The Customer Success Association
Mikael Blaisdell is a recognized leading voice on the strategy, process, people and technology of customer retention and increased per-customer profitability.  His ongoing research and leadership of The Customer Success Forum  on LinkedIn provide a unique global view of the development... Read More →
avatar for Cyrille Saulnier

Cyrille Saulnier

Enterprise Director of Customer Success, Oracle
Focused on Customer Success and passionate about customer relationships, Cyrille has spent the last 12 years in various Customer Success positions, building and developing teams. After some time in start ups and emerging companies, he is now at Oracle, focusing on Digital Transformation... Read More →
avatar for Dan Steinman

Dan Steinman

CCO, Gainsight
Dan is Gainsight’s Chief Customer Officer and, in that role, has ultimate responsibility for Gainsight’s customer’s satisfaction and success. Customers are his passion going all the way back to his days as an SE at IBM. Dan’s career includes being a very early employee at... Read More →


Thursday October 8, 2015 2:00pm - 3:00pm BST
Tate Modern & Britain DoubleTree by Hilton - London Victoria 2 Bridge Place SW1V 1QA London United Kingdom

3:00pm BST

Case Study: Citrix - International Customer Success
Limited Capacity seats available

Case Study: Citrix - International Customer Success

Citrix’s client was a large bank located in South Africa with offices in 20 countries across Africa.  The goal of the project was to implement an enterprise mobility management solutions.  Citrix’s Customer Success team was located in Ireland.  How to build a trusted relationship with the channel partner, identify the appropriate key stakeholders and launch the largest product deployment customer history?  It wasn’t easy, but Citrix accomplished the project, and in the process, transformed the Account Manager role into a new status as Implementation Trusted Advisors.

Speakers
avatar for Evin Conway

Evin Conway

Senior Success Manager, Citrix
Evin ConwaySenior Success Manager, Citrix ShareFile Evin is Senior Success Manager for Citrix ShareFile, responsible for developing and managing customer relationships for continued revenue generation.  He also gathers product feedback and requests for the Product Mgmt and Enterprise... Read More →


Thursday October 8, 2015 3:00pm - 3:45pm BST
National DoubleTree by Hilton, London Victoria

3:00pm BST

Case Study: The First Year of a Customer Success Team
Limited Capacity seats available

Embedding Customer Success into a start-up or established tech organisation is a challenging task for anyone. By its very nature, it is a team effort to make Customer Success part of an organisation’s DNA.  In this session Peter will talk through how he led a team of talented people through a transformational programme of establishing and improving Customer Success internally and externally. Topics will include Metrics, CSMs, Technology, Customer Success Plans and Segmentation.

Speakers
avatar for Peter Lyon

Peter Lyon

Chief Revenue Officer, eSpatial
Peter Lyon is currently the Chief Revenue Officer for eSpatial. Responsible for the acquisition of new customers and retention of existing customers, Peter is scaling up all customer facing roles to enable further revenue growth. With over eight years implementing Customer Success... Read More →


Thursday October 8, 2015 3:00pm - 3:45pm BST
Portrait DoubleTree by Hilton, London Victoria

3:00pm BST

Case Study: Zendesk -- Helping Customers to Drive Their Own Success
Limited Capacity seats available

Founded in 2007 in Copenhagen, Zendesk now has over 45,000 customers of all types and sizes.  With such a diverse customer base, making customers self sufficient is a vital key to scaling Zendesk's customer success organisation.  In this session, Rav Dhaliwal will share his perspective on what has worked and why in enabling customers to drive their own success.

Speakers
avatar for Rav Dhaliwal

Rav Dhaliwal

Manager; Customer Success EMEA, Zendesk
With over 15 years of experience in the collaboration and customer service software space with companies like Salesforce.com, Yammer and now Zendesk, Rav Dhaliwal has worked across industries and geographies to help organisations of all types and sizes drive adoption and realise business... Read More →


Thursday October 8, 2015 3:00pm - 3:45pm BST
Tate Clore DoubleTree by Hilton London Victoria

4:00pm BST

The Future of Customer Success
Limited Capacity seats available

What could/should the Customer Success profession become in time?  Why?  This provocative peek into a possible future is not something that will ever be handed to you on a platter, it will take careful building and courage in order to make it a reality.  Are you ready for the challenge?

Drawing upon the work to date of The Customer Success Standards Initiative, the session will conclude with another panel discussion and general Q&A.

Speakers
avatar for Mikael Blaisdell

Mikael Blaisdell

Executive Director, The Customer Success Association
Mikael Blaisdell is a recognized leading voice on the strategy, process, people and technology of customer retention and increased per-customer profitability.  His ongoing research and leadership of The Customer Success Forum  on LinkedIn provide a unique global view of the development... Read More →
avatar for Mark Dillon

Mark Dillon

VP: Accouont Mgmt EMEA, ServiceSource
Mark Dillon is VP, Account Management for ServiceSource in EMEA.  He is personally responsible for two of ServiceSource’s major customer relationships on a global basis and also leads the in-theatre EMEA team charged with managing customer success and retention across the ServiceSource... Read More →
avatar for Guy Nirpaz

Guy Nirpaz

CEO & Co-founder, Totango
I'm the co-founder and CEO of Totango, the #1 innovator at Customer Success. I've also wrote the book "Farm Don't Hunt - The Definitive Guide for Customer Success"
avatar for Cyrille Saulnier

Cyrille Saulnier

Enterprise Director of Customer Success, Oracle
Focused on Customer Success and passionate about customer relationships, Cyrille has spent the last 12 years in various Customer Success positions, building and developing teams. After some time in start ups and emerging companies, he is now at Oracle, focusing on Digital Transformation... Read More →


Thursday October 8, 2015 4:00pm - 5:00pm BST
Tate Modern & Britain DoubleTree by Hilton - London Victoria 2 Bridge Place SW1V 1QA London United Kingdom

5:00pm BST

The Key to Scalable Customer Success Teams
Limited Capacity seats available

All across the global Customer Success Community, executives and companies are facing the difficult challenge of building teams and operations that can scale.  Along the way, they are finding that errors in organizational efficiency become increasingly glaring, and costly, as businesses grow. The core of the challenge is data.  Having disparate data sets and teams tracking unrelated metrics affects productivity, collaboration, problem resolution, and most importantly, profitability. It’s like trying to win a relay race when each member of your running team is choosing his or her own routes.

In this session, Bill Hobbs, Totango's Director of Sales, will discuss how:
  • Aligning Sales, Success, Pro-Serve/On-boarding, Training and Support towards a customer-first vision
  • Translating real-time data into actionable insights
  • Maximizing your human resources
can help you to build a foundation for growth that can economically scale the team.

Speakers
avatar for Bill Hobbs

Bill Hobbs

VP: Sales, Totango
Bill has over a decade of experience in customer success, business development, and change management.  He is a published author, tech advisor, and currently leads Totango’s business in the Eastern U.S. and EMEA markets.  His unique blend of Fortune 500 and startup experience... Read More →


Thursday October 8, 2015 5:00pm - 5:45pm BST
National DoubleTree by Hilton, London Victoria

5:00pm BST

Knowledge Engineering for Scalable Customer Success
Limited Capacity seats available

Customer Success leaders are under increasing pressure to keep the level of service their customers expect while scaling massively to serve the needs of even more customers and geographies. And—of course—not breaking the bank …  

In this highly interactive session, Phil Verghis will share how he tackled that challenge, beginning in 1999 with Akamai. Learn some of today’s techniques for scaling customer self-success by getting everyone to improve knowledge every time they interact with it. Then learn the secrets of how some cutting edge Customer Success teams are realizing productivity gains of up to 300% by looking at the customer’s experience across multiple groups in an organization.

Speakers
avatar for Phil Verghis

Phil Verghis

CEO, Klever, Inc.
Phil has won numerous awards for knowledge sharing since the early 1990s. As VP of Infrastructure & Support at Akamai Technologies, he founded the Customer Support team and ran the global Network (15,000 servers), Operations (66 countries) and IT teams during a time of massive growth... Read More →


Thursday October 8, 2015 5:00pm - 6:00pm BST
Portrait DoubleTree by Hilton, London Victoria

5:00pm BST

The Expanding Role of Marketing in Customer Success
Limited Capacity seats available

The Customer Success vortex continues to exert significant influence on other organizations in the enterprise.  Another way to say it is "Customer Success is eating the enterprise".  As recurring revenue businesses mature, the percentage of bookings/revenue coming from the install base continues to grow and that is shifting company focus from acquisition to retention.  Doing retention well requires both Sales and Marketing to be very tightly aligned with Customer Success and, in many cases, those orgs are becoming part of Customer Success.  Let's talk about it.

Speakers
avatar for Dan Steinman

Dan Steinman

CCO, Gainsight
Dan is Gainsight’s Chief Customer Officer and, in that role, has ultimate responsibility for Gainsight’s customer’s satisfaction and success. Customers are his passion going all the way back to his days as an SE at IBM. Dan’s career includes being a very early employee at... Read More →


Thursday October 8, 2015 5:00pm - 6:00pm BST
Tate Clore DoubleTree by Hilton London Victoria

6:00pm BST

Reception & Exhibition
Limited Capacity seats available

Thursday October 8, 2015 6:00pm - 8:00pm BST
Foyer