Forums

2016 Customer Success Forum

A workshop for customer success leaders who are building, managing, and scaling their teams

Customer Success Forum Website[2]

Wednesday, February 24 and Thursday, February 25, 2016
303 Congress Street, 6th floor
Boston, MA 02210

OpenView’s second annual Customer Success Forum, focused on measuring, scaling, and optimizing your team. This year’s forum was relevant for anyone who leads and manages a function of the business that works on supporting, up-selling, or retaining your current customer base. The workshop brought together OpenView’s customer success leaders with industry experts for a dynamic two days of sharing and learning through presentations and group discussion.

We covered best practices on:

  • Tracking and Measuring KPIs and Benchmarks for Customer Success Programs
  • Building Cross Functional Alignment with Sales, Marketing, and Product
  • Establishing the Customer Journey
  • Developing Value-Driven Messaging
  • Hiring and Retaining Top Talent
  • And of course, peer-to-peer conversations on what is working (and not working) across teams


Agenda

  • February 24, 2016
    8:30 - 9:00 AM

    Coffee & Pastries

    9:00 - 9:30 AM

    Kick-Off

    Devon McDonald

    9:30 - 10:45 AM

    Customer Success Maturity Model

    Dave Blake, ClientSuccess

    11:00 AM - 12:15 PM

    Cross-Functional Alignment: How This One Change Can Impact Retention

    David Cancel, Drift

    12:15 - 1:00 PM

    Lunch

    1:00 - 2:30 PM

    The First 90 Days: 5 Ways to Positively Impact the Customer Experience

    Katie Rogers, SalesLoft

    2:30 - 4:00 PM

    Empathy FTW

    Bruce Johnson, FullStory

    4:00 - 5:00 PM

    Customer Success by the Numbers: Benchmarks & KPIs for your Team

    Brandon Hickie & Arsham Memarzadeh, OpenView

    5:00 - 8:00 PM

    Happy Hour

    Drink, 348 Congress Street, Boston, MA 02210

  • February 25, 2016
    8:30 - 9:00 AM

    Coffee & Pastries

    9:00 - 10:30 AM

    Team Mapping and Planning: DataDog and Pantheon

    Wes Schiffone, DataDog and Scott Massey, Pantheon

    10:30 - 10:45 AM

    Break

    10:45 AM - 12:00 PM

    Building a Strategic Plan: Integrating with Sales, Marketing and Product

    Jackie Golden, Socrata

    12:00 - 1:00 PM

    Lunch & Departure