Conference Presentation

Partnering Between Support and Customer Success

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

Align Support and Customer Success Best Practices to Drive Value into Premium Technical Support Offers 
Presented by Laura McCarty, Cisco Systems 

Learn how to aligning support and customer success best practices to add value to premium technical support offers with more proactive, outcome-based customer interactions. Leverage this 3-stage process to achieve service excellence: 1. Define potential best practices in customer onboarding and educational processes around technology solutions, with focus on increasing proactive capabilities for services team and customers. 2. Incubate these practices in teams/technologies within technical teams skilled in technical innovation and continuous improvement processes. 3. Operationalize most impactful best practices into delivery teams (customer success, education, and technical support) in order to enable new support models that scale to business growth forecasts/needs. 


Support Can't Do It Alone: CS and Support Partnerships 
Presented by Scott Rouse, Acquia 

Customer Success teams (and our customers) rely heavily on the quality and consistency of the Support experience in the XaaS world. How can Customer Success teams (AMs, CSMs, TSMs) partner effectively with Support? In this session, we'll explore how Customer Success can help to reduce burden (and, therefore, costs) on the Support team and how Support can provide actionable intelligence for Customer Success to ensure renewals, increase NPS, and identify upsell/cross-sell opportunities.

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Publish Date: May 3, 2017

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Peg Rodarmel, SVP, Subscription Services, Infor

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