Conference Presentation

Proactive Support and Customer Success Management

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Drive Proactive Support through Strong Self-Service and Community Engagement! 
Presented by Christina Luna and Dan Reese, JDA Software 

Expectations are rising beyond excellent customer service in case management (reactive support) to providing proactive support with an intuitive and personalized self-service website, invaluable community engagement between product experts and customers, and more quality in a shared knowledge base.

If you're looking for a comprehensive and scale-able approach to drive proactive support through your customer success organization, join us to learn the critical ingredients that help close consumption gaps and build valuable customer relationships beyond case management. 

Customer Success Management: How Do You Make the Pivot? 
Six Key Steps Presented by Gina Hayes, Intermedia 

In the beginning, there's usually one group in a company that's responsible for supporting customers, with a focus on reactive support. As corporations grow and mature, the need to differentiate reactive support from proactive support becomes greater, and we see new organizations emerge, like customer success. So how do we take an organization that has been focused primarily on reactive support and pivot to a proactive customer success model? 

Step 1: Senior Management—You need executive buy-In. 
Step 2: Team Socialization—Do you have the right people? 
Step 3: Stakeholder Socialization Ð Who owns reactive support? 
Step 4: Define Your Service Offerings—What are your deliverables? 
Step 5: Program Roll-Out to Customers—Make this a project. 
Step 6: Measure and Adjust—Define your metrics and embrace change!

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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