Program

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:

• From the frontline: Understanding the Chief Customer Office Mission and “Customer for Life” Programs
• Measuring the value of these programs from a customer and SAP perspective
• Continuous innovations to keep up with customer requirements
• Recruiting and retaining the “right DNA” talent to realize success 

Fostering change in the DNA of Customer Success - People, processes and actions

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:

• Customer Success Planning is a vital part of CS: How to harness CSP to best advantage
• How to measure the churn in context of CS
• The impact of CS on cross-functional teams and internal actions

Making the shift from just taking money upfront to ‘working together to mutual benefit

There are many ways to demonstrate Customer Success through product adoption, customer churn, and customer acquisition but the role of a CCO can extend way beyond those values.  Find out best ways to:

• Develop a leadership role to enable retention and loyalty, customer lifetime value and reduce churn
• Establish the technical c-suite buy-in required and link to other IT systems
• Better understand your customers KPIs and unravel future complexities

A challenge for many CS professionals is how to measure its effectiveness.  Can existing measures help to highlight benefits or do you need a different set of measures and metrics?

• Pinpoint which metrics are beneficial and which threaten to weaken results
• How technology can help in CS measurement and its management
• The role of CRM systems and other consumer-facing measurement analytics

Get excited about CS metrics and measurements

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:

• Tackle and create a culture of CS
• Re-define challenges more clearly:  Using surveys, data and analytics
• CS innovation in practice: Learning from failure

Instilling a pervasive culture of Customer Success: innovate the way you innovate

Two of the biggest challenges Customer Success organizations face are: (1) predicting which customers are most likely to churn and (2) identifying which activities are most likely to drive adoption of products. These challenges are important because CS leaders must prioritize churn mitigation efforts for customers that are at the greatest risk and need to focus their teams on activities that are indeed successful drivers of product adoption while abandoning those that are not. Analytical techniques can provide such insights through thoughtful examination of customer data. Whether SaaS or other systems, find out how to harness data to:

• Evaluate effectiveness of product adoption strategies
• Test assumptions about predictors of churn
• Communicate decisions about CS strategy with company leadership

Gain a complete 360 picture of customer behavior in CS software and models

This case study will share the journey involved in developing strategic and tactical objectives to transform the culture at AFSC to focus on client relationships and creating moments of delight for its clients. Included in the case study is a conversation about implementing a world class CRM system, introducing new channels for client engagement, and a new service delivery model: Create moments of customer delight:

• Discovering why you need a comprehensive strategy beyond ‘just a CX data statement’: implementing a world class CRM system goes beyond adding technology
• Transformation: internal factors vs external customer expectation:
• New channels for client engagement: Building a new service delivery model

Leverage data, systems, culture and missions: developing holistic client relationships

Just as CS systems are reaching a new state of maturity we have to match this with existing data analytics used for customer and product use understanding. While this is exciting to see, it often poses an internal challenge for companies as they work to cut through the data noise and build CS across the business in tandem.  Find a way to a combine a strategy to:

• Becoming a ‘Trusted Business Advisor’: Support your organizational CS implementation needs
• Weave together CS business technology with existing data knowledge and systems
• Using CS with mobile innovation to get closer to your customers at their moment of decision

Stay on top of the latest CS and data 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:

• Test out AI-enabled Chatbots on both voice and text channels
• Discover the best messaging platforms such as: Google Assistant, Amazon Echo, Skype and Facebook Messenger
• Finding out how to quickly remove glitches and get your system up and running quickly

Combining the best in non-human and human to enable better customer service calls

Now is the time to look at the future of CS for all industries as it continues to evolve in strength, usability and popularity. Find out how you can drive key business decisions and profitable growth:

• Pinpoint how geolocational mobile apps & clouds will affect your customer
• Discover how social media connects with and improves the whole CS process
• AI and machine learning: Map out the future with the right technology

Grasp a bold new future through Customer Success tools, tactics and strategies