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Tuesday, April 18 • 4:00pm - 4:45pm
A Success Plan for Customer Success

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Across the board, either directly stated or clearly implied, the responses to the Customer Success Research surveys and interviews show that Senior Management’s uncertain perception of the role and function of Customer Success is a definite problem confronting every CS team and its leadership.

The absence of a clearly understood and acknowledged mission has far-reaching effects.  Performance metrics for the team and its members are highly variable and confusing, even conflicting at times.  Budgeting and developing a solid ROI for the team is difficult.  Making the case for Customer Success technology is all but impossible.

Faced with such a challenge, as we all are, what can be done?  What is the Success Plan for Customer Success in your company?  For the profession as a whole?

Three senior members of the global customer success community will present examples of how they and others have perceived and responded to real-world challenges of the developing profession.

avatar for Mikael Blaisdell

Mikael Blaisdell

Executive Director, The Customer Success Association
Mikael Blaisdell is a recognized leading voice on the strategy, process, people and technology of customer retention and increased per-customer profitability.  His ongoing research and leadership of The Customer Success Forum  on LinkedIn provide a unique global view of the development... Read More →
avatar for Rav Dhaliwal

Rav Dhaliwal

Head of Customer Success: EMEA, Slack
Rav Dhaliwal has been working in the technology sector for the last 25 years. For the last 7 years Rav has built and lead teams in 3 hyper growth Software companies and as its first London employee is currently helping to build Slack's presence in the UK. This includes scaling its... Read More →
avatar for Cyrille Saulnier

Cyrille Saulnier

Director, Customer Success, Oracle
Focused on Customer Success and passionate about customer relationships, Cyrille has spent the last 12 years in various Customer Success positions, building and developing teams. After some time in start ups and emerging companies, he is now at Oracle, focusing on Digital Transformation... Read More →

Tuesday April 18, 2017 4:00pm - 4:45pm BST
Adelphi 2+3

Attendees (3)