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Customer Success: practices and experiences from the front line (meetup)

We’re happy to announce that we are sponsoring the next installment of The Forum Customer Success series in the Redwood City, CA area! (Read about our previous event)

When: Thursday; August 30th, 2012 7:00 – 8:45 PM (register)

Where: Training Room @Zuora offices
1300 Island Dr.
Redwood City, CA 94065

The title Customer Success Manager is appearing in organizational charts throughout the SaaS/Cloud industry, yet there is lot of variance between companies as to how the role is chartered, equipped and managed.  In some firms, the CSM completely “owns” the ongoing customer relationships.  In others, the function is about fire-fighting; last-ditch attempts to save At-Risk accounts.  Who is right?  What should “best practices” look like? Which communication channels are the most effective for what kinds of interactions?  How should CSM’s be recruited and trained?  What tools are “must haves?” While hard answers at this point are few, there is great learning value in the continuing conversation.

Panelists include senior Customer Success professionals from Blue Jeans Networks, Clarizen and Zuora for an interactive discussion of what works, what doesn’t and why – moderated by Mikael Blaisdell, publisher of the HotLine Magazine.

Agenda:

7:00 PM – Doors open for registered attendees
Refreshments & Networking
7:30 – 8:15:  Panel Presentation + Q&A
8:15 – 8:30   Totango

Advance registration required

We hope to see you there!

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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