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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.
VP, AMER Customer Management, Salesforce
VP, Customer Success Americas, Salesforce
Publish Date: May 5, 2021
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
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.