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Best Practices [clear filter]
Thursday, October 8

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.

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.

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.

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
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