Customer SuccessCon Europe 2017

Customer Success groups are proliferating across the business landscape faster than can be imagined.  The named, designated role of Customer Success Management that began with a SaaS company in 2004 has grown far beyond the software industry.  The numbers of open Customer Success executive positions worldwide continue to skyrocket.  But in all the increase and expansion, key questions remain to be answered.  Is Customer Success a distinct profession?  How is the CS role generally defined and perceived?  How do companies typically deploy CS resources in their organizational structures?  What are the relationships between CS and Sales?  CS and Marketing?  What technologies are in use by CS teams?  If profession we are, where are we going with it?

The presentation is based on the ongoing research of The Customer Success Association and the direct personal experiences of three senior members of the worldwide Customer Success Community.  Each presenter will deliver a 10 minute overview, and then join the panel to take questions from the audience.

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.

After the day's intensive knowledge-sharing and learning, it's time to relax and talk of many things.  The first two drinks are on us, the canapes will be excellent and the company incomparable.