Conference Presentation

Making Customer Success a Company-Wide Imperative at Tableau

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Tableau, a global leader in visual analytics, is on a mission to help people see and understand their data. In early 2017, Tableau expanded licensing options to include subscription offerings on all products, resulting in heightened focus on Customer Success. The global team, led by Chris Bates, refined the strategy to develop a true cross-functional "Customers-for-Life" approach. Development began with a comprehensive Customer Journey Mapping exercise, in partnership with Waterstone Consulting. Crafting these maps instigated company-wide initiatives focused on improving the customer experience. Subsequently Chris and team secured executive buy-in, with significant investment in Field and Inside CSMs and Engagement Marketing. Focus is on helping customers with adoption and maximizing business value. Join Chris Bates, Vice-President of Global Customer Success at Tableau, and John Zuk, Partner at Waterstone, as they share learnings on effective strategies and tactics for those working to define and operationalize a differentiated experience for their customers.

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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