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Conference Presentation

Client Success Certification Program: Delivering on Your Client Success Cycle

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Client Success as a discipline or company department must constantly evolve, change and grow to meet demanding market shifts and your client’s ever-changing needs. Organizations must accept that scaling these vital team members often results in your company being “only as good as your weakest link” in the eyes of your client. I determined we needed a certification process to remove ambiguity, uncertainty and frustration with the interpretation of so many changing ‘top’ priorities and KPIs. I attempted to outsource by engaging consultants but due to heavy senior leadership reprioritization and pivots, quickly decided to create and develop the program in-house. In partnership with Mark Holoska, Client Success Director, we collaborated, pulled content from multiple sources, used TSIA as a resource, selected topics to have the earliest impact and launched the inaugural program in 2017. Success was measured by CSM test scores, surveys and with senior leadership. This is a model others can easily follow. Only "you" know where to start and what to place proper emphasis on for the greatest gains.

Presented By:

Tammy Moore

Director, Health Systems, TeleTracking Technologies

Publish Date: May 8, 2019

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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