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Why I’m sending my entire team to the Customer Success Summit and why you should too

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Written by Mark Fordham, VP of Services at Central Desktop.

Customer Success as an industry is still growing and opportunities to discuss it and meet others in it are few and far between. That’s why I make it a point to attend the Customer Success Summit every year and why I always bring my team with me. I encourage you, my fellow Customer Success leaders, to do the same.

I want to get the expense justification out of the the way first. Yes, it can be expensive, but, the benefits far outweigh the costs. This year’s summit is about “The Power of Us” – about how we, as Customer Success professionals, are shaping and defining this field and where we want it to go. There are great tracks focused on turning ideas into action, the right metrics to measure success, and on creating a common language in the field.  I want my team to be on the forefront of change for the Customer Success industry and therefore I need them to be there.

Here are my other reasons:

Career development

Attending a conference should serve two purposes – to build new skills and to expand your community. I want my team to hone in on their skills and to get to know their peers in this industry. At Central Desktop, Customer Success is a career path that we want to develop, so I want my team have the opportunity to focus on it outside of the office. And consider the message it sends your team when you send them to a big conference: it says you care enough about them to invest in their development.

Sharing our learnings and best practices

The more of you there are, the more session coverage you can have and the more people you can meet. We plan to take those learnings and best practices and share them both at the conference and back at the office because we are all responsible for sharing best practices and growing as a team. I want to prioritize a culture of innovation in my team and gathering ideas from the best is a great way to start.

Camaraderie and team building

Attending this conference is also a great opportunity for us to spend time together in a different way than we do at the office. The relaxed, inspiring environment means we can share ideas and take a little time to focus on becoming a closer team – a chance to really think about what we want to do differently in the office. All of this is so much harder to do when you’re focused on the day to day.

Last, and certainly not least, we plan to have fun together. I know we’ll look back throughout the year and laugh at some of the fun things that happened as much as we’ll look forward to attending the next one together. Come join us.

Mark FordhamAbout the Author

Mark is the Vice President of Services at Central Desktop, overseeing all customer experience efforts for the company. Mark has 17 years of experience in strategic client and product management as well as software implementation leadership.  Mark holds a bachelor’s degree in education from Biola University near Los Angeles, CA.


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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