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Conference Presentation

The Future of Customer Success: It's Dynamic!

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Customer Success reached a tipping point in 2018. We see the existence of this organization and its set of capabilities in approximately 70% of companies. There is clear guidance to scale this important function. This past Spring, TSIA introduced a new framework to help you think about the future of your customer engagement models. The Dynamic Engagement model allows free flow of resources and assets throughout the lifecycle of the customer’s relationship with your technology and services. The guiding principle is to offer the right resource at the right point in the customer’s journey to deliver the best experience, in the most cost-effective way.  Join Phil Nanus, TSIA VP of Customer Success, as he provides guidance on this new framework. Phil will also have two special guests. Srivatsan Vaiyakarnam, SVP of Customer Success, and Ashok Gunasekaran, VP of Customer Support and Success at Informatica, will show how they are taking steps towards achieving this new engagement model and scaling their customer success organization. 

Presented By:

Phil Nanus

VP, Customer Success Research, TSIA

Ashok Gunasekaran

VP, Customer Support & Technologies, Informatica

Srivatsan Vaiyakarnam

SVP, Customer Success, Informatica

Publish Date: October 22, 2019

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Peg Rodarmel, SVP, Subscription Services, Infor

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