Conference Presentation

Customer Support or Customer Success

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In this breakout, Executive Director Thomas Lah will discuss the emergence of the Customer Success function. In this interactive session, Thomas will discuss the following topics:
  • The industry pivot from Support to Success
  • The pressures on the XaaS 1.0 business model that are accelerating investment in Customer Success
  • How do the service portfolios of Support, Customer Success, and Managed Services interrelate?
  • What are the critical capabilities of Customer Success?
  • What KPIs are companies using to measure Customer Success?
Audience members will have a chance to weigh in on the discussion. If you are in a Customer Success organization, your company is establishing a Customer Success organization, or you are in a Support Services organization and now have a new peer called Customer Success, this is a must attend breakout.


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Publish Date: May 5, 2014

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