Conference Presentation

Using Customer Success to Achieve "Vertical" Business Outcomes

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As barriers of technology entry and exist continue to drop the focus on value realization becomes an everyday task. Customer Success owns the burden of ensuring the promise of technology is realized. The organization needs to create new KPI and processes that move from traditional supplier focused goals to customer specific vertical outcomes. Listen to Phil Nanus, TSIA's vice president of customer success research, as he provides guidance based on research trends to help answer these top Customer Success questions: How can we move from an inside out culture to one thinking outside in? How can we produce a highly repeatable success plans that are outcome focused? What is the right hiring profile for my customer success managers (CSM) to deliver against these new capabilities?

Presented By:

Phil Nanus

VP, Customer Success Research, TSIA

Publish Date: October 16, 2018

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