Customer SuccessCon Europe 2015

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.

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.