In the CS space the train has left the station, if you are not doing this, your business is already being disrupted. There is still a massive opportunity to focus in on customer delight and gain competitive advantage. Introduce a new system of value:
Call to action! Implement new ideas and collaborative leadership for Customer Success
Customer Success is not merely a new IT system but often requiring a whole company approach to change. Discover what this new trend is really about and how it can impact your organization. Source a plan to:
Embrace the best mix of technology with organizational transformation
The main challenge for many CS professionals is often that their organizations believe they have already adopted a CS process which ‘works’. Find out how to move CS from just a post sales ‘silo’ to achieve better outcomes for customers. Design a plan to:
Align your entire organizational mission for a positive Customer Success outcome
ORGANISATIONAL EFFICIENCIES: MANAGING RESOURCES FOR CUSTOMER SUCCESS
What are the hidden barriers that can thwart large, complex organizations when they attempt to shift focus to CS. Build engagement, optimize performance, and raise profits by:
Learn how to design and embed cultural values to place CS at the heart of your organization
Your Customer Success strategy can be boosted by segmentation strategies. Find out what how to tailor your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.
Get the blueprint on how to:
Deliver services that are most appropriate for each segment: maximize retention and expand revenue
How do you introduce the wider reach of CS without threatening existing relationships? What tools close the spaces between internal communications. Allow more effective CS by:
Create a case to support CS across all your organization
CUSTOMER SUCCESS + CUSTOMER EXPERIENCE
Consistent strong customer engagement is one of the most common areas of challenge for both CS and CX teams. Develop best practices to bridge this gap through your Customer Life Cycle Mapping around Engagement.
CS professionals often believe customer experience is a subset of Customer Success … and vice versa! Convergence is starting to be recognized and can go a long way to bust silos. Gain insights to connect the dots:
Hear how to embrace both CS and CX strategy and transactions for a strong future
We are experiencing a resurgence of both the Customer Experience and the Customer Success industry. The financial crisis forced many into survival mode aim to retain customers at the cost of acquiring new ones. Hear panellists share CS vs CX models:
Take back control of the different processes to achieve your end goals
FUTURE TECHNOLOGY AND CUSTOMER SUCCESS: A BEAUTIFUL RELATIONSHIP
CS can play a crucial role in any organization. However, ultimate success, has become increasingly difficult achieve in a more aggressive market. One key way of competing is through Artificial Intelligence. Source new IT ideas around CS systems:
Improve automation to trigger a more desired CX with CS technology
Technology is a game-changer with in customer service, interaction and transitions. IT can tap into any number of neglected areas to intensify CS ambitions: Build an IT blueprint to:
CS software can offer a more detailed analysis of past behavior to create a ‘customer health score’ and predict future satisfaction of a customer: Raise your IT questions to:
Scale your technology according to size of company and method of customer success used
How to harness a cooperative effort between leadership, tools and CS implementation to drive a transformation programme. How to get people to embrace CS methodologies:
Fostering change in the DNA of Customer Success - People, processes and actions
In this session we assess your current Customer Success model’s strength and weaknesses with the focus and sharpness gained from technology. Harness CS IT insights to:
Build a solid technology framework to increase CS performance
Implementing a customer success practice within your organization requires a shift in thinking for your entire company. Start promoting a customer-first approach in your teams. Learn more skills to:
Instilling a pervasive culture of Customer Success: innovate the way you innovate
There are many ways to demonstrate Customer Success through product adoption, customer churn, and customer acquisition but the role of a Chief Customer Success Officer (CCO) can extend way beyond those values. Find out best ways to:
Understand your CS goals and help deliver on them
A challenge for many CS professionals is often how to measure its effectiveness. Can existing measures in help to highlight its benefit or do you need a different set of measures and metrics? Gain clarity and top tips to:
Get excited about CS metrics and measurements
Churn rate is a critical metric for any subscription business, however, there are also a variety of opinions about how to calculate it and especially around CS: Gain insights into:
Making the shift from just taking money upfront to ‘working together to mutual benefit
Every company wants successful customers, but CS requires a clearer understanding of value. Analytical techniques can provide such insights through thoughtful examination of customer data. Whether SaaS or other systems, find out how to harness data to:
Gain a complete 360 picture of customer behavior in CS software and models
This case study will share tactical objectives to transform the culture at AFSC to focus on client relationships and create moments of delight for client. Ways to implement a world class CRM system, introduce new channels for client engagement, and a new service delivery model: Create moments of customer delight by:
Leverage data, systems, culture and missions: developing holistic client relationships
CUSTOMER SUCCESS IN AN ALWAYS ON, ALWAYS CONNECTED WORLD
Mobile has now reached a state of maturity. While this is exciting to see, it does pose a challenge for brands as they work to cut through the noise and build an audience to reach their goals. CS can help stand out from the crowd and build better mobile and digital experiences. Build a clear strategy to:
Stay on top of the latest apps and mobile trends to provide an ideal CS model
Leveraging emerging technologies to enhance customer experience can build closer relationship by empowering customers and supporting the need for the ‘instant’. Find out how to launch Do-It-Yourself applications across multiple platforms to save costs and provide 24/7 assistance to its customers. Create a road map to:
Combining the best in non-human and human to enable better customer service calls
Gain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to implementing CS. Topics to be discussed include:
“Flock together” to brainstorm innovative approaches to your most pressing challenge
UNLOCKING THE FULL POTENTIAL OF CS PARTNERSHIPS
Now is the time to look at the future of CS for all industry as it continues to evolve in strength, usability and popularity. Find out how you can drive key business decisions and profitable growth: Placing a future-focused lens on CS:
Grasp a bold new future through Customer Success tools, tactics and strategies