R$626.34

2017 Customer Success-driven Growth Workshop (Floripa)

Event Information

Share this event

Date and Time

Location

Location

Rod. Virgílio Várzea, s/n, Resultados Digitais

Florianópolis, Santa Catarina 88032001

Brazil

View Map

Friends Who Are Going
Event description

Description

Sim! Teremos tradução simultânea em português!

Customer Success-driven Growth Workshop Agenda

(Agenda Subject to Change)

8:30 - Meet, Coffee, Networking, Coffee

9:00 - Welcome and Level-set

In addition to welcoming the audience and level-setting on what Customer Success-driven Growth is, Lincoln will ask what questions the attendees came in with, hat topics we need to make sure we cover.

9:30 - Customer Segmentation / Desired Outcome
Everything we do when it comes to operationalizing Customer Success begins with the customer’s Desired Outcome, so we’ll start here as this is foundational.

10:30 - Success Milestones, Joint Accountabilities & Success Gaps
The Desired Outcome for each Customer Segment will dictate exactly what has to happen for them to be successful; what they need to do in the product, outside of the product, what we need to do, what we can do for them for a fee, etc.

There are places where the customer can functionally use the product, have an Appropriate Experience, and not achieve their Required Outcome; that’s a Success Gap and we need to proactively address that.

11:30 - Org Design: Coverage Levels & Types
Once we understand Success Milestones, Joint Accountabilities, and Success Gaps, what type of coverage levels, touch points, skill sets, etc. should start to become clear. This is how we discover what our org and operation model should look like.

We’ll also cover Support and Self-service modality deflection as a scaling mechanism.

12:00 - Lunch

13:00 - Org Design or Expansion Design
If we still have org design work to do - we might, especially if some of the other sessions ran long - we can do that, or we can get a jump on Expansion Design.

14:00 - Expansion Design

Customer Success-driven Growth means exactly that; as customer succeed, they should grow. So account expansion - in a predictable, scalable way - must be tied to the customer’s journey through Success Milestones.

We’ll talk about how to design a logical Ascension Path for your customer that includes both recurring and nonrecurring revenue sales, as well as how external triggers might influence expansion.

15:00 - Measuring our Success

How do we know our customers are successful, what does that actually mean, and how does this translate into how successful we are with our Customer Success initiative? We’ll look at KPIs that matter when it comes to Customer Success-driven Growth.

15:45 - Ending Q&A

Share with friends

Date and Time

Location

Rod. Virgílio Várzea, s/n, Resultados Digitais

Florianópolis, Santa Catarina 88032001

Brazil

View Map

Save This Event

Event Saved