Conference Presentation

Customer Success Keynote: In-flight Refueling: Adding a Customer Success Organization to an Established Business

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At Talend, we added Customer Success (including a CSM team) to an organization with tens of millions of dollars in revenue. We had to integrate CSMs with PS, Support, and Sales across multiple geographies where relationships and habits (not all good ones) already existed. In this session, we will cover things such as: What comp model we implemented and why. How we defined organizational structure. How we defined responsibility around existing vs new revenue . How we justified investment in the functions. What strategic decisions we made about PS and Enablement. How all of the above led to a customer centric culture, increased renewal rates, and contributed to increased new revenue growth (along with some learnings/mistakes along the way)

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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