Conference Presentation

It Takes a Village: Cross Functional Customer Success Alignment

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As technology companies pivot towards new XaaS offerings, Customer Success has become a defining term encompassing thematic business outcomes and organizational capabilities. The charter of your Customer Success function is only a starting point. As your customers navigate through their journey with your technology, they are focused on achieving their business outcomes.

The burden to deliver against those promises intersects multiple legacy organizations and capabilities. Phil Nanus, TSIA's VP of Customer Success, will provide research data points and case studies to help answer these top Customer Success service business challenges: How should we measure Customer Success? What functional capabilities and competencies should we have in place? What is the right funding model and should we monetize customer success? What skills should we consider for our teams and how should we compensate them?

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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