Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Ellis Luk | February 11, 2013 | Customer Success Summit agenda is announced! 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. Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,858 views The difference between Customer Success Managers and Account Managers 12,932 views Your 90 day plan as a new VP of Customer Success 5,496 views 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! You might also like You might also like#CSSummit17 Speaker Spotlight: Innovating with Technology – featuring Trustpilot, Clicktale, & BettercloudCustomer Success Summit ‘17: Marketing Leaders EditionMust-Attend Sessions at #CSSummit17 for Customer Success Leaders BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.