The Thursday, March 14, 2013 event rundown is packed with great speakers on building the customer-centric enterprise and real case studies on how they are run.
Location: Bently Reserve, Gateway Room, 400 Sansome Street, San Francisco, CA 94111
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MORNING: Customer Centric Crash Course
Why customer success matters 9:00 am – 9:15 am
Rhianna Collier, VP Software Division, SIIA
Get an introduction to the Software & Information Industry Association and the reasons why they decided to co-host this important conference
Pro Customer Company 9:15 am – 9:45 am
Guy Nirpaz, CEO Totango
Hear the results of a survey about customer centricity in leading software and Internet companies and a blueprint for the customer-centric enterprise.
HPSW transformation towards deeper customer intimacy 9:45 am – 10:15 am
Genefa Murphy, User Experience Lead, HP Software
Break & Refreshments 10:15 am – 10:30 am
Why and how to map your customer journey 10:30 am – 11:00 am
Ken Rutsky, President KJR Associates
Discover a methodology to better understand your customer goals and adoption curve and subsequently align all customer-facing personnel and business processes.
Building the customer success management team 11:00 am – 11:30 am
Mikael Blaisdell, The Customer Success Management Forum
Learn a step-by-step roadmap to build customer success management capabilities in your organization based on industry best practices.
Get proactive with your customer support 11:30 am – Noon
Sam Boonin, VP Products Zendesk
See how to move from answering tickets to proactively engaging customers; and teach your company that support is truly a profit center
Networking Lunch Noon – 1:00 pm
Customer lifecycle marketing done right 1:00 pm – 1:30 pm
Atri Chatterjee, CMO Act-On Software
Find out how to build customer lifecycle marketing capabilities in your organization and get specific ideas about campaigns to drive revenues from your installed base.
Retooling sales for customer success 1:30 – 2:00 pm
Jacco van der Kooij, author “The Future of Sales is Now”
How to modernize sales organizations to address client success and get organized, trained and compensated to drive usage, adoption, renewal and expansions.
Increasing self-service adoption 2:00 pm – 2:30 pm
Maoz Isaac, Head of Customer Success WalkMe
Learn how to use technology to automate user onboarding, improve the overall user experience and increase usage and adoption of your solution.
Break & Refreshments 2:30 pm – 2:45 pm
AFTERNOON: Case studies and roundtable discussions
Case study presentations 2:45 pm – 5:00 pm
Short 5-minute case studies, followed by 10-minute roundtable discussions on the topic.
“How to compensate for customer success”
Jeremy Malander, Head Customer Success Blue Jeans Network
“Renewals and upselling in real life”
Patrick Donnelly, VP Sales Marketo
“Customer success in a zero touch business”
Harpreet Singh, Sr. Director Product Management Cloudbees
“Transformation to SaaS”
Kartik Raghavan, VP Products, Serena Software
“Business processes for Customer Success”
Bala Janakiraman, VP Customer Value Litle & Co
“Using behavioral data for upselling”
Mary Rosberg, Customer Success Manager Cloudwords
“How advocacy drives Customer Success”
Julie Weil Persofsky, Senior Director of Customer Success Influitive
Networking Happy Hour 5:00 pm – 6:00 pm
Event ends. Everyone goes home happier and more committed than ever to their customers.