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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

Follow on Twitter via #CSSummit

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.

Jill Rubin

Jill is a senior marketing and business development executive with experience leading successful teams in both large companies and startups. She has taken companies from early stage to strong revenue growth and propelled established businesses to industry leadership positions.

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