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Conference Presentation

Scaling Dynamic Engagement with Needs Driven Success

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As Customer Success programs evolve, companies are exploring new ways to engage. TSIA introduced the concept of Dynamic Engagement to help companies scale quality customer engagement, while controlling the ever increasing cost of Customer Success. While the value of a Dynamic Engagement model is clear, the change management needed to execute can be daunting. At Salesforce.org, we are overcoming this challenge with our revolutionary Needs-Driven Success (NDS) model. After 2 years of delivering Customer Success in this model, we have increased our active coverage of customers by more than 4x, while increasing costs by less than 20%. Most importantly, we have seen a decline in attrition with this model. In this session, we will dig into the details of how we achieved this evolution. From customer communication, to internal alignment with sales, to enabling our team on a new way of working, we will leave session participants with a roadmap for driving Dynamic Engagement in their own organizations.

Presented By:

Heather Quigley-Allen

VP, AMER Customer Management, Salesforce

Alex Trauzzi

VP, Customer Success Americas, Salesforce

Publish Date: May 5, 2021

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