Conference Presentation

Is It Time to Rethink Your Customer Success Strategy?

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Many customer success organizations initial work includes a well thought out segmentation strategy that focuses an initial body of work at an Enterprise or Top Account segment.  For many companies this is a very logical approach as traditionally that is representative of a significant portion of corporate revenue.  However, with scarce CSM resources on the market and CFO guidance to scale the organization – it is time to rethink that approach.  Whether you are just starting with customer success or trying to figure out how to scale your organization, join Phil Nanus, TSIA VP of Customer Success, as he provides guidance on creation of your digital first customer success strategy.  Phil will share metrics, practices and industry examples on these topics;Customer Success organization revenue responsibility Monetizing customer success at scale Cultural implications of Customer Success Segmentation and the new Dynamic Engagement framework Elements of a digital customer success strategy

Presented By:

Phil Nanus

VP, Customer Success Research, TSIA

Publish Date: May 7, 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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