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Virtual Summit - On Demand

Creating a Strong Relationship Between PS and CS to Accelerate Value Realization

One of the most critical prerequisites of customer success is having an implementation that meets expectations, focuses on the critical capabilities required by the customer, and enables them to achieve their desired outcomes faster and easier.

According to TSIA’s Customer Success Benchmark, 70% of companies have customer success managers (CSMs) engage with the customer either before or immediately after contract close, so the CSM is already connected to the customer and goes through the implementation journey as an active participant.

In this two-hour technology summit, we will hear from both customer success and professional services leaders about how to craft this partnership, the rules of engagement between customer success (CS) and professional services (PS), and the role of technology in empowering these teams to set the customer up for rapid value realization.

Attendees will learn:

  • What role CS managers play in technology implementations, and how their time is accounted for in project budgets.
  • How customer outcome expectations identified in the sales process are passed along to the PS teams, and ultimately become a part of the long term success plan for the account.
  • Measuring the success of technology implementations, and how this factors into customer health scores.
  • Best practices for collaboration and knowledge sharing between PS and CS.

Featured Speakers

  • Host and Moderator: John Ragsdale, Distinguished Researcher, VP Technology Ecosystems, TSIA
  • Lori Ellsworth, VP, Product Management, Professional Services Cloud, FinancialForce
  • Steve Fenlon, VP, Customer Success, Birdview PSA
  • Peter Fitzpatrick, Chief Adoption Officer, Kimble
  • Gayle Lassen, VP, Professional Services, Mavenlink
  • Adrian Speyer, Head of Community, Higher Logic
  • Easton Taylor, VP, Customer Success, Gainsight

Sponsored By:

Birdview logo
Financial Force logo
Gainsight logo
Higher Logic logo
Kimble logo
Mavenlink logo
Salesforce logo

Presented By:

John Ragsdale

Distinguished Researcher, VP Technology Ecosystems, TSIA

Publish Date: August 26, 2021