For a long time, we primarily measured customer satisfaction, then attention shifted to the customer experience, now we focus mostly on customer success. This is essential in the subscription economy. How should customer success and customer support work together for both the customer and the company? Our conference will explore this from many different directions. Including direct, indirect, inside, outside, connected, community, self-support. We will examine roles, responsibilities, and metrics. We will hear from and support leaders who now have responsibility for both success and support. Is it better when these functions are closely integrated? These questions and many more will be discussed by our presenters. If you are in Support or Success, this conference will be for you. ASP conferences are relatively small, intimate, and feature lots of discussion. You will not only get to ask your questions, but our presenters are accessible and open to one-on-one discussions. Meet and share with many other leaders who also struggle with these and other current issues. Our sponsors are also part of our community and participate equally with other attendees. Many are experts in specific processes, techniques, and technology.

March 24th

07:30-08:30 Breakfast

08:30 Welcome and introductions Al Hahn, Executive Director, ASP

Robert C. Johnson CEO, TeamSupport

08:50 Customer Success + Support: A Natural Partnership

In the software as a subscription era, staying in close touch with your customers and thoroughly understanding their needs isn’t an option. It’s a bedrock requirement if you want to stay in business over the long term. What information do you need to have in order to maintain a healthy connection? Who will gather it, and who will do the ongoing analysis that will enable your company to succeed?

In virtually any software company, the team that far and away has the most interaction with the customers is Support. As a potential source of insight into the customer base, there is no better channel — but it needs to be effectively focused. Here is where the partnership with the Customer Success group needs to begin, and expand from there into a cohesive long term strategy for winning.

Mikael Blaisdell, Founder & Executive Director, The Customer Success Association, Publisher of Customer Success Central

09:40 Roles, Responsibilities & Metrics

As Customer Success matures as a discipline, best practices are emerging and help us answer many questions you may have for your own team:

• Where should the Customer Success team report?

• Should we separate onboarding and retention duties?

• How do I make sure that my CSMs are not just escalation managers, under a different title?

• How many accounts can a CSM handle?

• Should we invest in Customer Success technical experts?

• How can we work positively with the support managers?

• How do we work with Engineering?

• How exactly should I calculate churn?

• Do I compensate the team based on retention metrics alone?

Françoise Tourniaire, Founder FT Works, Co-Founder, ChurnSquad, Author of The Art of Support

10:30 Break

10:50 Navigating the Customer Journey With Support & Customer Success

How Red Hat evolved our proactive & reactive teams to drive a better customer experience. A balanced approach across region and technology focused dispersed teams.

Paul Lyons, VP of Customer Experience & Engagement, Red Hat

Scott Froehlich, Sr. Director of Customer Experience & Engagement, Red Hat

11:40 Lunch, Sponsored by Coveo

12:40 TeamSupport

1:30 Rethinking Support & Customer Success

Republic Wireless has taken an unconventional approach to support for their members in the sense they don't have a traditional 1-800 number or call center, yet they are able to consistently receive high customer satisfaction scores and measures of customer success in an industry where that is the exception instead of the norm. Ben will explain the reasons and complexities behind their strategy, how they've kept customer success as a focal point throughout their decision making and business adjustments, as well as how they define this success.

Ben Garris, Manager of Online Support & Customer Experience at Republic Wireless

2:20 After Customer Success; Digital Transformation

Enterprises are still largely siloed in their approach to dealing with prospects and customers. Today, most have built a self-service experience for their customers that is focused on logging support cases and searching the knowledgebase, but in 2020, is this enough?

We continue to move towards personalization; the ability to personalize each interaction an individual has with your company, at every step of their journey is becoming more and more important. We have all heard the digital transformation buzzword over the past decade and at the heart of Digital Transformation is a fundamental shift towards the customer experience as the most important driver of business value.

Jennifer Macintosh, One of the Top Women Leaders in SaaS, Customer Success Visionary

3:10 Break

3:30 Panel on Success in Self-Support

Panelists: Jennifer Macintosh, Françoise Tourniaire, Tom Sweeny, Mikael Blaisdell

5:00-9:00pm Cocktail Party Sponsored by SupportLogic

March 25th

07:30-08:30 Breakfast

08:30 Brief review of first day and announcements

08:40 The Convergence of Support and Success – Research & Industry Practices

Support and Success teams must find ways to cooperate and collaborate to provide the customer experiences necessary to retain and expand customers relationships. For some companies Support and Success roles and functions will remain distinct, for others, convergence is inevitable. This presentation will explore the leading trends and practices from across the technology services industry to describe how companies are forging powerful relationships between Support and Success functions and blending teams to create new types of service offerings. This presentation will examine the industry examples and practices for defining key staff roles, organizational structures, metrics, programs and policies.

Tom Sweeny, Chief Analyst & Founder, ServiceXRG

09:30 Customer Success & Support in the 20's: Your Company's New Growth Engine!

Customer Support and Success organizations were created to address two ostensibly separate issues – to resolve customer problems and to prevent churn. Both disciplines have grown considerably over the years with new and evolving goals, processes, technologies and skill requirements. However, they have remained by and large as separate functions and as such perhaps yet to deliver to their full potentials. In this talk, Omid will present how Customer Support and Success can work together to find smarter ways, using AI and automation, to proactively manage customer issues and drive customer value and revenue growth.

Omid Razavi, Ph.D. VP, Customer Success and Services at SupportLogic

10:20 Break

10:40 Customer Success + Support in the Indirect Channel: It’s Complicated

Managing the boundaries between Support and Customer Success can be challenging in a single organization let alone more than 400 third party organizations. Companies working to engage customers and ensure their success through a reseller channel need to build strong foundations that can adapt to work with varied and often imperfect data to make key decisions. Join us to learn how Dassault Systemes SolidWorks has evolved their process of identifying customers potentially at risk and targeting the right resources at the right time to address issues that put recurring revenue at risk.

Ian Baxter, VP Worldwide Technical Services, SOLIDWORKS

Frank Aloia III, Director SOLIDWORKS Customer Success & Enterprise Services

11:30 Lunch

12:25 Customer Success + Support: Three Different Perspectives

Jerry has both success & support for his business unit, Ron has support for most of the company, and Erika has success for their largest customers. Each come to the tasks from a different direction. All three share how it looks from their point-of-view, and tips on making it all work together to benefit both the customer and the company.

Jerry Stalick, VP Global Security Operations & Customer Success for Silverline Managed Services

Ron Runyon, VP Global Service Delivery

Erika Cowen, Sr. Director Enterprise Customer Success, F5 Networks

1:15 Omid Razavi, VP of Customer Success, SupportLogic

2:05 Break

2:20 Oracle

3:10 Rubrik

3:55 Wrap up & Adjourn, followed by Member’s Advisory Board dinner meeting at 5:30

Conference Hosted By TeamSupport