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Conference Presentation

Optimizing the Customer Success and Professional Services Handshake

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During this 60-minute Short Burst Breakout session you will hear the following two presentations:  

Professional Services and Customer Success: Cannibals or Codependents?
Presented by Jessica Osborn, Blackbaud 

Professional services organizations have long led the way in the services world. As customer success emerges, does it eat opportunity or breed fertile ground? The answer depends on your organization and the decisions made in how you operate. In this session, we will discuss:

  • When and why did your organization introduce customer success?
  • Is customer success paid for by clients as a service? Is it bundled and/or positioned together with the product or professional services?
  • How does customer success compliment professional services from a customer outcome perspective?
  • If your organization has Customer Success Managers, is there an established process for cultivating service opportunity leads?  

Everyone Is in Sales
Presented by Christina Luna and Paul Fox, JDA Software 

Looking for a new cross-functional "expand selling" approach to help accelerate the services sales process? Join us to learn how JDA Software's sales, support, and professional services have collaborated to implement a cost-efficient lead generation process that has generated new services revenue while simultaneously improving employee satisfaction and the customer experience.


Presented By:

Christina Luna

Director, Customer Success Operations, JDA Software

Jessica Osborn

Director, Onboarding and Adoption, Blackbaud

Paul Fox

Director, Customer Success, JDA Software

Publish Date: May 3, 2017

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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