Conference Presentation

Driving Your Shift to XaaS: How to Create a Client Success Organization

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As technology organizations progress through the LAER maturity model and embrace XaaS, they are faced with increasing challenges around customer adoption and renewal. We’ve all heard stories about why Customer Success programs are important, but this is a story of how to make it happen. In this breakout learn how Pegasystems approached the creation of a new Client Success organization and gained alignment and approval on: the problem to solve; the change to existing roles; funding approach; key metrics and roll-out strategies. Join us to learn about the progress we have made, our approach, and the lessoned we learned along the way.

Presented By:

Ken Hirschkind

VP, Consulting and Client Success Operations, Pegasystems

Publish Date: May 8, 2019

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