Conference Presentation

Customer Success: An Entire Company Effort

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Achieving true customer success goes well beyond standing up a group of CS representatives. Customer success requires alignment of the entire company and may require significant change in the organization structure and operating model, particularly around all post-sales functions. Blackboard recently went through this assessment and transition. This session reviews the background and circumstances facing Blackboard, the assessment and analysis performed to identify improvements, the organization and operating model changes implemented, and early results. This session is targeted for company decision-makers responsible for customer success, retention and growth.

Presented By:

Eric Pelander

Co-Chairman & Founder, Waterstone Management Group

Publish Date: October 22, 2018

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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