Secure your seat – Download the brochure

Discover the Customer Success Festival!

Are you ready for an exceptional event that will revolutionize your approach to customer success? Look no further! The Customer Success Collective presents the Customer Success Festival, one of the most anticipated conferences of the year. Join us on September 19th and 20th at the Oakland Marriott City Center for two days of unparalleled networking, knowledge sharing, and elevating the role of customer success in your organization.

Why Attend the Customer Success Festival?

1. Unmatched Networking: Meet and collaborate with leaders from the world’s largest organizations and the most innovative startups, creating an invaluable support network of local peers and mentors.

2. Expert Insights: Be inspired by 30+ distinguished speakers, including Heidi Rhodes (Global Head of Customer Success at Meta), Dutta Satadip (Chief Customer Officer at ActiveCampaign), Laura Rey-Herme (VP, Customer Success at Salesforce), and many more.

3. Actionable Strategies: Learn proven tactics and strategies to make your customer success unit indispensable and achieve sustainable growth.

4. Cutting-edge Tech Stack: Get the inside scoop on the must-have tech stack to streamline your customer success operations effectively.

What Topics Will Be Covered?

Expect to cover a range of compelling topics in the customer success domain, including:

• Enhancing customer success with generative AI beyond ChatGPT.
• Unlocking rapid growth with data-driven principles in building customer-centric companies.
• Cross-functional best practices to power retention & growth, integrating customer success, sales, and product teams.
• Harnessing AI/ML to empower team efficiencies and focus on impactful work.
• Scaling customer success and delivering an outstanding customer experience at a larger scale.
• Success stories in career progression for VP and C-suite professionals.
• Proving ROI through data-driven customer success metrics.
• Aligning culture & vision for success.

Hear From Last Time’s Attendees:

“I was struck by the quality of the speakers that I got to hear. A great event.” – Head of Strategic Customer Success, Stripe

“The event was really impactful. I can take some of the learnings back to our teams and say, ‘This is something I think we need to invest in in the future’.” – Senior Manager, Customer Success, UI Path

“I was highly impressed with the conference. It was amazing to see such a large turn-out and that it was so well put together.” – Global Strategy Lead, Customer Success, Siemens

Co-located Events and Partners:

At the same venue and on the same dates, you will have access to multiple co-located events like the Sales Enablement Summit, Product-led Summit, Product Operations Summit, Chief Revenue Officer Summit, Chief Product Officer Summit, and Revenue Operations Summit. A shared networking space will allow you to explore different content and attend individual sessions tailored to your interests.

Experience the Difference:

Break free from the daily grind, recharge, and refocus your efforts in a distraction-free environment. Collaborate face-to-face with your team, fostering creativity and growth. Let curiosity lead the way as you share ideas and solve challenging problems with like-minded professionals.

Don’t miss out on the Customer Success Festival, the pinnacle event for customer success enthusiasts! Secure your seat now and download the brochure for more information. We look forward to welcoming you to Oakland!

Register now – Download brochure – Request to speak – Request to partner

Note: This announcement is for communication purposes. For further details, please visit the official Customer Success Festival event page.

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Matik is hosting a groundbreaking event that promises to reshape the landscape of customer success as we know it – the AI + Customer Success Summit. Set to be held virtually on August 24, 2023, this summit is poised to become the hallmark event of the year for customer success (CS) teams and the operational forces supporting them. In an era where artificial intelligence (AI) is rapidly transforming industries, the summit aims to address a pivotal question: how should customer success teams be using AI?

The AI + Customer Success Summit will provide a dynamic platform for thought leaders, industry experts, and professionals to delve deep into the realms of AI’s integration into customer success strategies.

Hosted by Matik, a trailblazer in AI-powered solutions, this immersive event is set to unveil a treasure trove of insights, strategies, and real-world applications that will enable CS teams to harness AI’s transformative potential. From streamlining workflows to enhancing customer experiences, the summit promises to unlock the untapped synergy between AI and customer success.

AI Summit: A Virtual Voyage into AI Excellence

Embracing the virtual realm, the AI + Customer Success Summit will transcend geographical boundaries to connect CS enthusiasts, operations teams, revenue operations professionals, and forward-thinking minds from diverse industries. Attendees can expect to be captivated by a thoughtfully curated lineup of sessions, workshops, and panel discussions that span the entire AI spectrum. From AI fundamentals to practical implementation strategies, the summit will guide attendees through a holistic journey.

How can AI amplify customer success strategies? What are the strategies for integrating AI into day-to-day workflows?

These burning questions will find their answers within the captivating narratives spun by speakers who are luminaries in their respective domains. Brace yourselves for illuminating keynotes and panel discussions led by prominent leaders from industry giants such as OpenAI, Okta, Greenhouse, Glassdoor, and an array of other prestigious organizations. With their expert insights, attendees will gain the competitive edge needed to drive innovation and foster customer-centric growth.

An Experience Beyond Knowledge Sharing

As a testament to Matik’s commitment to making AI accessible and transformative, the AI + Customer Success Summit will be offered free of charge. The democratization of AI knowledge is at the heart of this summit, empowering every CS professional, no matter their budget or company size, to embark on a journey toward AI-powered customer success.

Moreover, the AI + Customer Success Summit understands the importance of a complete experience. The first 100 registrants will be treated to a delightful $20 UberEats gift card, ensuring that attendees can savor a culinary treat while immersing themselves in the enlightening sessions.

Click Here To Secure Your Spot Now

The AI + Customer Success Summit beckons all CS enthusiasts, operations aficionados, and those with a vested interest in shaping the future of customer success. This is your golden opportunity to unravel the mysteries of AI, unlock its potential, and harness its capabilities to forge an unbreakable bond with your customers.

To secure your spot, visit www.matik.io/aicss and immerse yourself in the event of the year. But hurry, as spots are filling up fast! Don’t miss your chance to become a pioneer in the AI-driven future of customer success.

About Matik: Pioneering Transformation Through AI-Powered Narrative Automation

At Matik, we’re rewriting the rules of work by automating the generation of repetitive data-driven narratives. Founded in the heart of San Francisco, our core values – Trust, Compassion, Quality, and Customer First – drive us to reshape how people interact with data. With innovative AI solutions, we empower individuals and organizations to break free from mundane tasks, fostering creativity and strategic thinking. By seamlessly blending technology and integrity, we’re on a mission to transform work, one narrative at a time. Learn more about our journey at www.matik.io.

See other Customer Success Events

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Totango, the industry’s only Composable Customer Success (CS) platform that helps companies drive immediate value, recalibrate as needed, and fuel predictable scale-up growth, today announced Customer Success Summit: Teams from September 14-16, 2022 at Eden Roc Miami Beach Resort.

Following positive reviews of the March Global Executive Forum, Totango is inviting expert CS practitioners and innovative customer journey creators to unite at a global gathering of professionals who are passionate about building the future of CS.

There will be a dynamic and interactive program fostering community-led innovation, while also sharing CS best practices and tools that can drive individual professional development and advance the collective advancement of the industry.

The event is open to any professionals who are passionate about building the future of customer success. Attendees can expect to interact with customer success managers, customer journey designers, and data integration and implementation lead to create unique engagement models that generate customer value.

“This is one of a few initiatives we are announcing in the coming weeks that marks a new age for the CS industry in which businesses can learn how to quickly unite around customer outcomes and ongoing customer success program wins instead of being limited by monolithic technologies,” said Jamie Bertasi, President and COO of Totango.

Learn more about the event here – Customer Success Summit: Teams (totango.com).

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Island is one of cybersecurity’s newest “unicorns,” raising over $200M since its launch in February, bringing the company to a $1.3B valuation. The company is funded by prominent investors Sequoia Capital, Insight Partners, Stripes, and Cyberstarts.

WHAT: Island launched the world’s first Enterprise Browser on February 1, 2022, eliminating the massive gaps between the consumer-focused browsers currently being utilized across the professional landscape and the increasingly complex IT and security requirements of enterprises worldwide. With the core needs of the enterprise naturally embedded within the browser itself, Island gives organizations much-needed functionality to transform corporate security and employee productivity, while delivering the same Chromium-based experience end-users expect.

WHO: Bradon Rogers, head of presales, customer success, and product marketing, and Ashley Brinsford, head of EMEA sales, will be available to discuss the Enterprise Browser’s key functionalities:

• Full control of which user actions are allowed and when (typically cut, copy, paste, upload, download, print, saving content, etc)
• Auditability to log all user activity
• Browser-based RPA that provides unlimited ability to customize SaaS and internal web application workflows, introduce new security capabilities, and perform integrations.

Island Debuts Game-Changing Enterprise Browser at Infosecurity Europe

June 20, 2022 03:00 AM Eastern Daylight Time

LONDON–(BUSINESS WIRE)–Island is introducing its groundbreaking Enterprise Browser to users in the U.K. and across Europe. Infosecurity Europe attendees will have the opportunity to explore the features of the Enterprise Browser firsthand at booth #T86.

Island is one of cybersecurity’s newest “unicorns,” raising over $200M since its launch in February, bringing the company to a $1.3B valuation. The company is funded by prominent investors Sequoia Capital, Insight Partners, Stripes and Cyberstarts.

WHAT: Island launched the world’s first Enterprise Browser on February 1, 2022, eliminating the massive gaps between the consumer-focused browsers currently being utilized across the professional landscape and the increasingly complex IT and security requirements of enterprises worldwide. With the core needs of the enterprise naturally embedded within the browser itself, Island gives organizations much-needed functionality to transform corporate security and employee productivity, while delivering the same Chromium-based experience end users expect.

WHO: Bradon Rogers, head of presales, customer success and product marketing and Ashley Brinsford, head of EMEA sales, will be available to discuss the Enterprise Browser’s key functionalities:

• Full control of which user actions are allowed and when (typically cut, copy, paste, upload, download, print, saving content, etc)
• Auditability to log all user activity
• Browser-based RPA that provides unlimited ability to customize SaaS and internal web application workflows, introduce new security capabilities and perform integrations.
• Centralized management console for applying policies that govern the usage of the Island Enterprise Browser

WHERE/WHEN: Stop by Infosecurity Europe booth #T68, located directly across from the Keynote Theatre, from June 21-23, to learn more.

The post Island Debuts Game-Changing Enterprise Browser at Infosecurity Europe appeared first on Customer Success Insights: Driving Success Worldwide.

ChurnZero, a leading Customer Success platform, has announced the first CSM Appreciation Week to recognize the dedicated work of Customer Success managers (CSMs) across the SaaS industry. Held from May 23 to May 27, the week includes industry-wide awards open to any Customer Success team who wishes to nominate and recognize an outstanding teammate.

“Customer Success managers are the heart of every thriving SaaS business, but their work is often underappreciated,” says You Mon Tsang, CEO and co-founder, ChurnZero. “As the customers’ coach, advocate, and trusted advisor, CSMs make or break the successful adoption of your product. They drive long-term growth and net revenue retention (NRR) for your business. With CSM Appreciation Week, we aim to put CSMs, their work, and their value front and center.”

Starting May 2, Customer Success leaders are invited to nominate one or more team members in six award categories, each representing an essential Customer Success goal, trait, or skillset.

From May 23, public voting will determine the winner of each category from a shortlist picked by ChurnZero’s own Customer Success experts, with winners announced at a live event on May 26. Each category winner will receive $1,500.

The award categories include:

• Growth Driver: Cross-selling and expansion for long-term growth and NRR.
• Tech Trailblazer: Building for the future with new tools and technology.
• Churn Warrior: Protecting NRR with a proactive approach to fighting churn.
• CS Advocate: Championing the Customer Success function throughout the company.
• Engagement Expert: Going above and beyond to provide excellent customer experiences.
• Future CS Leader: New to Customer Success; making a major impact already.

Sponsors of CSM Appreciation Week include top sponsor ESG, as well as Blind Zebra, Gain Grow Retain, Higher Logic, Skilljar, SuccessCOACHING, and The Success League.

Visit CSM Appreciation Week to learn more.

News and updates can be found on social media with the hashtag #CSMAppreciationWeek.

About ChurnZero

ChurnZero is a real-time Customer Success Platform that helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their products, assess their health and likelihood to renew, and personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, DC, and is backed by leading investment firms such as JMI Equity, Baird Capital, Grotech Ventures, and Middleland Capital.

For more information, visit http:/churnzero.net.  

Contact 
Heather Philbin
pr@churnzero.net
(443) 492-9860

SOURCE ChurnZero

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London June 15th, 2022

Award categories:

• Customer Success Manager of the Year
• Customer Success Leader of the Year
• Customer Success Rising Star

and also

• Best Use of Technology in Customer Success
• Most Innovative Customer Success Initiative

Who Can Be Nominated?

Anyone in customer-facing roles.

2022 Judges are composed of top Customer Success leaders such as:

Alex Farmer, Emilia D’Anzica, Dan Steinman, Aaron Thompson, Peter Armaly, Matt Myszkowski, Chris Hicken, Ziv Peled, Jeff Breunbach, Sue Nabeth Moore, Rav Dhaliwal, Asha Aravindakshan, and more!

Nominate here!

For more info, visit CS Excellence

The post 2022 EMEA CS Excellence Awards appeared first on Customer Success Insights: Driving Success Worldwide.

ChurnZero, a leading Customer Success platform, will host BIG RYG 2022, a Customer Success leadership summit in Washington, D.C. on October 12-13, 2022. Registration is now open for this two-day event that will see hundreds of Customer Success leaders gather to network, learn, and share their expertise in improving team effectiveness, customer satisfaction, and their companies bottom line.

“RYG means red, yellow, and green – the customer success indicators of account health,” said You Mon Tsang, CEO and co-founder, ChurnZero. “At BIG RYG, we’ll focus on increasing customer health, happiness, and success, and Customer Success teams’ outsized role in that goal. The industry now understands the huge ROI of Customer Success investment, which drives revenue through retention and expansion.”

What makes BIG RYG 2022 different?

• BIG RYG 2022 is produced by and for those driving Customer Success for their organization. Unlike other events, BIG RYG 2022 focuses fully on practical yet strategic best practices to keep customer churn scores low and company net revenue retention (NRR) high.
• BIG RYG 2022’s content is carefully curated to deliver long-term value for businesses. Attendees will gain a new sense of what’s possible with Customer Success, tactical answers to challenges, and leadership insights for running a modern Customer Success organization.
• BIG RYG 2022 is sales-free. Its mantra—speak simply, be real, and challenge the audience—informs a unique program of in-depth hyper-workshops, panel discussions, keynote addresses, and breakout sessions.
• BIG RYG 2022 features speakers that know SaaS and Customer Success. Previous speakers include founders and co-founders of SaaStr, Skilljar, and Pendo, as well as top executives from ESG, ZoomInfo, GrubHub, iContact, Mailchimp, TrustRadius, 6sense, and more.

Early bird registration is available through August 1, 2022. A full agenda will be unveiled early this summer.

BIG RYG speaker and sponsorship opportunities are available

The call for speakers for BIG RYG 2022 is open through May 2. Sessions should address real challenges that Customer Success teams face, or wins that will inspire Customer Success teams, and should include strategies and tactics that attendees can implement immediately. Organizations interested in sponsoring BIG RYG are invited to complete this form for more information.

About ChurnZero
ChurnZero is a real-time Customer Success Platform that helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, assess their health, and likelihood to renew and personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, DC, and is backed by leading investment firms such as JMI Equity, Baird Capital, Grotech Ventures, and Middleland Capital. For more information, visit https://churnzero.net.

Contact
Heather Philbin
pr@churnzero.net
(443) 492-9860

SOURCE ChurnZero

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Totango Announced The 2022 Global Executive Forum To Discuss The Future Of Customer Success

Totango, the leading Customer Success Platform that unleashes the power of agile customer journey creation to transform the customer experience throughout the organization, today unveiled the lineup for its Global Executive Forum which is part of the Totango Customer Success Summit series.

This exclusive event will take place on March 14-16 in the intimate setting of Carmel Valley Ranch, California.

Confirmed speakers include senior executives from Extreme Networks, Waystar, HPE Aruba, Monster, CDK Roadster, ProctorU, SentinelOne, Radware, Zoom, Microsoft, and more Customer Experience leaders.

“Totango technology and this event have been invaluable assets in cultivating the right customer success strategies that empower our public sector customers to create smarter, safer, and stronger communities,” said Paul Case, Vice President of Client Success at Tyler Technologies. “Whether you are new to customer success or have a mature practice, there is much to gain by coming together in-person to learn from the leaders in the field.”

Best-selling author Geoffrey Moore will discuss his latest book, “Zone to Win” in the age of disruption. Amanda Kleha, Chief Customer Officer of Figma, the design-tech start-up, will share her experience building customer success from the ground up.

Attendees will hear from Totango senior executives showcasing ground-breaking customer success innovations, as well as top customer success thought leaders from Extreme Networks, HPE, Nextiva, Varicent, Qlik, and others on the following topics:

• Scaling Customer Success During Explosive Growth
• Creating an Exceptional Customer Journey
• Crushing the Customer Risk Monster
• Going all in on No Touch Customer Success
• Closing the Loop on Customer Advocacy
• Breaking Silos to Supercharge Customer Adoption

“The rapid pace of technology innovation and the creation of more distributed workforces means that customer success needs to include more than CS teams,” said Guy Nirpaz, Founder and CEO of Totango. “Customer success technology must be embedded in every customer interaction of an organization. The latest Totango technology that we will unveil at this event is agile, intelligent, and the most user-friendly CS solution on the market.”

The Totango Global Executive Forum begins with the Welcome Reception at 5 p.m. PT on March 14 and concludes on March 16 at noon. Click here to register for the event.

About Totango
Founded in 2010, Totango is the fastest growing and most trusted provider of modular customer success software. Utilizing Totango’s no code, visual approach, businesses can deliver and quickly optimize best-in-class customer experiences, accelerate product onboarding and adoption, maximize customer retention, and increase user satisfaction leading to strong business results. Totango’s easily manageable pre-built journey modules (SuccessBLOCs) eliminate the friction of time and money spent on implementation and maintenance of traditional old-school customer success platforms. As the only customer success software that combines a modern visual design and collaboration canvas, easy-to-use workflow orchestration tools, and out-of-the-box templates, Totango gives teams instant clarity and full control from creative ideas to consistent execution of best-in-class customer experiences. This approach provides a fast and easy onramp to customer success software and enables the Company to service the full spectrum of small to enterprise businesses regardless of where they are in their customer success journey. For more information and to get started with Totango for free visit the company’s website Totango.com

SOURCE Totango

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Industry advisor Geoffrey Moore’s strategies for building and transforming companies in an age of disruption were birthed as technology was beginning its reign, with “Crossing the Chasm” first published back in 1991 followed by “Zone to Win” in 2015. After years of innovation and a global pandemic, the management strategies Moore posited still remain playbooks for organizations looking to launch, grow and catch their next waves.

Now that we’ve entered the age of the customer, businesses must flip the traditional value chain on its head. Naturally, organizational guru Moore has ideas on how companies can successfully traverse this transformation. Moore is set to break down this new model before senior customer success leaders when they come together in Carmel, California at Totango’s Global Executive Forum, which takes place March 14 to March 16 and is part of the Totango Customer Success Summit series. Click here to register for the event.

Power Rests With the People

There’s no denying there are still companies trying to sell us what we don’t want, but the move from the industrial product era to digital services has created a considerable shift in the relationship between customer and supplier. Customers don’t just want products and services faster and better: they expect it.

“The power shifted,” Moore acknowledges. “It wasn’t just that information power went to the customer, but as the customer, I can unsubscribe or attrit out. Investors love the annuity business model because it’s much more predictable than the lumpy sales model we had before…but only if you keep your customer base loyal.”

While branding remains important, this shift is about actually keeping customers satisfied and engaged while using products and services so they continue using them; and that’s why companies are beginning to reorient the value chain and change the way they innovate.

“Historically, we always built the value chain so that you started with technology, built the product, marketed the product, sold the product, implemented it, provided support, and then value realization was something that happened in the customers’ world,” Moore sets up. “We’re now using that same value chain back to front, so the future is about going backward. Now you have to start with the value realization objective and work back through the customer experience, the implementation experience, and so forth.”

Obviously, it’s good business to recognize the demand and then fill it instead of guessing what your customers want. That doesn’t mean, however, that this is an easy transformation for an organization to make.

“The challenge is that Customer Success (CS) – which used to be called customer support, customer service, or even tech support – has traditionally been a junior function,” explains Moore. “It was an afterthought and basically, it was a technical job. If the product worked, you were done. If not, you opened a case in your support system and when the product worked correctly, you were done. The fact that the customer got no value? Not your problem.

“Well, in a subscription economy, that’s a big problem,” he continues. “If they get no value, they’re not going to re-up. So retention, attrition and net retention score become the health score of the business model.”

As companies begin to embrace a new model in which customer relationships and customer health are paramount, technology and automation become our most powerful tools.

“We used to visit the customer and you had a pal who gave you the scoop, but a lot of times you just got the general picture, and at no point did you get anything but history,” Moore reminds. “With telemetry and log files, we can start to get signals of adoption and defection behavior. Totango and the whole category of CS are about setting up as much signal detection capability as we can.”

With strong CS technology and automation, companies can not only monitor customer behavior but also take proactive measures before it’s too late. Companies that aren’t set up for this remain in a reactionary state, forever chasing the customer and the sale.

Making the Shift to Produce Better Customer Success Outcomes

Even as the implications of the pandemic continue to unfurl, this transformative period has catapulted CS from the hand of early adopters into a much wider market. However, as noted in Moore’s book “Zone to Win,” no business wants to be in the transformation zone. The organizational theorist even compares this challenging zone to heart surgery.

With the understanding that embracing CS and shifting your focus will not be easy, Moore shares the following Customer Success Maturity Model, along with a plea that companies give themselves time to iterate and learn as they traverse each step.

This new age of the customer is being shaped by exciting technology innovations that have transformed how companies operate and redefined the meaning of customer value in every industry. Couple this with the impact of the COVID-19 pandemic and this new reality has significantly increased the importance of thoughtfully and intelligently managing the customer success maturity model. Businesses of all sizes increasingly rely on Totango to help them achieve revenue growth goals as this era takes shape.

-Tim Harnett

Click here to register for Totango’s Global Executive Forum, taking place March 14–16.

Original post here.

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Join 10,000 Cloud and SaaS Founders, VC, and Execs. Outdoors, festival style!

3 full days, 100’s of workshops, and 1000s of Mentoring sessions— all to help you scale faster.

10,000+ SaaS executives, founders, and VCs will come together for SaaStr Annual 2022, the world’s largest SaaS community event on the planet:

• 3 full days with 100+ tactical sessions from world-known founders, new voices, and up & comers
• 250+ speakers from the best SaaS companies across the world
• 1000+ Networking meetings, AMAs, mentoring sessions, 1-on-1s, and roundtables
• 750+ VCs in attendance, with 1:1 Meet a VC matchmaking
• 150+ of the best sponsors who are driving innovation in Cloud

Get ready for specific, SaaStr-style actionable advice and learnings to help grow your business from $0 to $100M ARR with less stress and more success.

No commercials, no paid content, no boring panels. Every session is hand-screened and vetted to help you learn.

SaaStr is all about our community. We provide endless opportunities to share and learn with peers from every role, function, industry, company size, and beyond.

You have never experienced an event quite like this. It’s all here to help you, and your team, scale.

If you are a B2B founder, exec, revenue leader, or investor, SaaStr 2022 is a must-attend event!

Register for Early Bird Tickets here:
https://www.saastrannual2022.com/buy-tickets

The post The 8th SaaStr Annual 2022, World’s Number One Cloud Gathering Announced: Sep 13-15, SF Bay Area appeared first on Customer Success Insights: Driving Success Worldwide.