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Customer Success Summit Presentation Roundup

Talk about a successful customer success event! Our venue at the Bently Reserve was jam packed with about 110 attendees, with some standing room only in the back! A big thank you to our sponsors and speakers for making this event possible as well as educational.

“Statement of outcome”

“Customer Journey Mapping”

“Finding first value”

“I am not alone.”

These were the big buzzwords at the Customer Success Summit, and no, you are not alone in the trial and error environment of becoming a pro-customer company! One thing we can learn from Zendesk is that the first thing you need to do is take care of your customers, good things will follow.  Guy also unveiled some pretty cool findings from our Customer Centricity survey (e.g 60% of early adopter SaaS companies have a Chief Customer Officer and/or customer success teams). He mentioned in his presentation that the reason for this conference is because there is no customer success playbook. We’ll learn as we go!

Without further ado, here are the presentations of the day (in order of appearance):

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Guy Nirpaz “The Pro-Customer Company

Genefa Murphy “Customer Success Transforming HP Software

Ken Rutsky “Customer Journey Mapping (Why, How, and Now!)

Mikael Blaisdell “Building the Customer Success Management Team

Sam Boonin “Get Proactive With Your Customer Support

Atri Chatterjee “Customer Lifecycle Marketing

Jacco van der Kooij “Role of Marketing and Sales in Customer Success

Tomer Hason “Increasing Self-Service Adoption

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Videos to follow soon!

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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