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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.
Publish Date: May 8, 2018
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Peg Rodarmel, SVP, Subscription Services, Infor
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