Agenda - Day 2

• Start your day off right and make connections with industry leadership
• Join “drop-in” roundtables discussing current industry issues
• Schedule private 1-2-1 video meetings with peers
• Get essential content and exclusive offers at virtual exhibit booths

Discuss yesterday’s highlights and map out your day!

Customer empathy is a core component to how innovation takes shape in an organization. Learn about Google’s main pillars of innovation and the intersection innovation and customer empathy, key ingredients for Google Cloud customer success.

The overlap between sales and customer success can create an unclear picture of who owns customer revenue. Reduce turnaround time by reorganizing and redefining your organization’s view on the role of these two departments. Create a blueprint to:

• Clearly define the roles of customer success and sales
• Determine the point at which the customer relationship with sales ends and customer success begins
• Develop a standardized plan for the allocation of revenue

Standardize your organization’s relationship between customer success and sales for greater efficiency.

To get the most out of your customer success team, you need to exceed their expectations. Enhance your overall customer success delivery by understanding your CS team’s wants and needs. Gain valuable insights to:

• Determine what employees are looking for in their workplace
• Cater to differing needs across various employee demographics
• Develop a strategy to meet employee expectations

Enhance your customer success program by supporting the needs of your team.

Visit Virtual Booths, Source Content and Engage in Demos with Industry Experts

• Pose your biggest questions to leading industry experts through 1:1 video conversations or instant messages.
• Experience a live demo and test out a new product. Source leading-edge content from virtual booths.
• Walk away satisfied with solutions to your greatest challenges.

What is the best structure for optimal customer success based on your specific business? Learn how to define and structure a customer success organization that delivers maximum value to its customers and business. Take home new approaches to:

• Define and prioritize what your customers and business need
• Structure your customer success organization to deliver maximum value
• Articulate the value of customer success to earn buy-in from the business

Return to work with a clear vision for the future of your customer success organization, and a blueprint for achieving it.

Not all customers require the same amount or type of support. For companies with a large customer base, segmentation is a necessity in order to determine where resources are best spent while still ensuring a value-rich and standardized experience for all accounts. Walk away with procedures to:

• Determine which customers require a higher-touch relationship
• Achieve the ideal CSM-to-customer ratio for your organization
• Move towards automating processes for lower-tier customers

Create a plan for account segmentation to best utilize your resources.

Understanding the customer life cycle is key to knowing exactly when and how to support your customers. Perfect your customer journey mapping to drive retention and capitalize on valuable upsell and cross-sell opportunities. Find solutions to:

• Define the stages of your customer’s annual life cycle
• Connect with your customer in meaningful ways before the renewal period arrives
• Identify behavioral triggers that indicate your customer requires support before they have to ask

Take away practical insights to standardize journey maps at your company.

Review key insights and take-aways from the entire conference.

• Meet informally with fellow delegates in “drop-in” virtual roundtable chats.
• Engage in 1:1 video conversations with peers, vendors or speakers.
• Use our “recommended matches” tool to connect with other delegates based on similar interests and business objectives.