That's a wrap

That's a wrap

See you next year

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Check out the highlights

2017 Highlights Video

Check out the highlights from Customer Success Summit 2017.

Zoe - The Open Approach to Customer Success

Hear thought leaders discuss how Zoe is changing the game for Customer Success.

Day 1 Opening Keynote - The Open Approach to Customer Success

Guy Nirpaz, Co-Founder & CEO at Totango

Day 2 Opening Keynote - Three Often-Overlooked Customer Success Strategies

Don Peppers, Founding Partner, Author of One to One Future, CXSpeakers

Day 1 Keynote - The Future of Work is Chaos

Claire Burge, CEO & Founder at This is Productivity

Day 1 Keynote - Building Customer Centric Organizations

Thomas Lah, Executive Director at TSIA

Can’t overstate how great it was to meet other cloud leaders who understand that customers matter most. I am definitely sending my team again.

- Dan Finnigan, CEO, Jobvite

2017 Agenda

At Summit 2017, we will chart the roadmap of customer success around these content tracks:

View the Customer Success Summit 2017 schedule & directory.

The thing I most appreciate about the Customer Success Summit is the focus on quality content and sessions for people in senior leadership roles. Summit always inspires new ideas and tools that I use to galvanize my team and entire organization.
- Ariel Utnik, Chief Customer Officer at Feedvisor

Meet Your Speakers & Discussion Leaders

Don Peppers
Founding Partner, Author of The One to One Future
CXSpeakers

Thomas Lah
Executive Director
TSIA

Ed Zander
Board Member, Netsuite
Former CEO Motorola

Tiffani Bova
Global, CustomerGrowth and Innovation Evangelist
Salesforce

Eric Yuan
CEO
Zoom Video Communications

Sam Boonin
VP Product Strategy
Zendesk

Sonal Puri
CEO
Webscale

Dutta Satadip
Customer Success, Americas
Google

Claire Burge
CEO and Founder
This Is Productivity

Guy Nirpaz
CEO, Co-founder, and Author
Totango

Emilia D’Anzica
VP Customer Engagement
WalkMe

Somit Goyal
Global Head of Customer Success
Microsoft

Richard Owen
CEO
Satmetrix

Nick Chong
VP, Customer Success
Zoom Video Communications

Elizabeth Fulton
VP, Customer Success
Clarabridge

Matt Zelen
Chief Customer Officer
Act-On Software

Erin Van Remortel
Customer Experience
Verizon

Lisa Haubenstock
VP, Partner Services and Customer Success
EverFi

Ravinder Dhaliwal
Head of Customer Success, EMEA
Slack

Dan Finnigan
CEO
Jobvite

Anjanette Hill-Mendoza
VP, Customer Success
Glassdoor

Ariel Utnik
Chief Customer Officer
Feedvisor

Julie Parrish
Chief Marketing Officer
RedSeal, Inc.

Brian Merritt
VP Customer Success
Trustpilot

Omer Gotlieb
Chief Customer Officer
Totango

Andy Macmillan
CEO
Act-On Software

Ravit Danino
VP Product
Totango

Noah Reiter
Sr. Director of Customer Success
Rave Mobile Safety

Omid Razavi
Customer Success Executive

Catherine Blackmore
GVP Global Customer Success
Oracle Marketing Cloud

Ralf Wittgen
Chief Customer Officer
Promapp Solutions

Peter Armaly
Principal Transformation Advisor
Oracle Marketing Cloud

Dominique Levin
Managing Partner
Winning By Design

Tom Tovar
CEO
Appdome

Boaz Maor
VP, Customer Success
Self

Chad Horenfeldt
VP Customer Success
Bluecore

Kristen Hayer
Founder & CEO
The Success League

Nate Richardson
Corporate Operations, Customer Success
xMatters, Inc.

Maranda Dziekonski
Vice President, Customer Operations
HelloSign

Adam Avramescu
Director of Optiverse and Customer Education
Optimizely

Sylvie Woolf
Director of Client Service
ClearCompany

Steve Currie
VP Strategy
Communitech

John Forrester
CMO
Inbenta

Shai Rybak
VP Customer Success
Clicktale, Ltd.

Amy Mustoe
VP, Customer Success
Cloud Elements

Scott Salkin
CEO & Founder
Allbound

Justin Oberbauer
VP Customer Success
ProsperWorks

Natasha Bishop
Director of Customer Success
Smartsheet

Evan Klein
Founder and President
Satrix Solutions

Eric Benhamou
Founder and General Partner
Benhamou Global Ventures

Sean Cramer
Head of Voice of the Customer
Atlassian

Sofie Dewyn
Customer Onboarding Manager
Teamleader

Chris Dishman
VP Customer Success
ON24

Sherrod Patching
VP Customer Success
Leadspace

Oren Raboy
Co-Founder, VP Engineering
Totango

Mohit Garg
Cofounder and CMO
MindTickle Inc

Grant Fecteau
Head of Customer Success Recruiting
WeWork

Michael Connery
Director of Customer Success
BetterCloud

Ephrat Geisler
Business Intelligence Operation Manager
AppsFlyer

Kia Puhm
Principal
K!A CX Consulting

Jim Berardone
Chief Customer Officer
OnlyBoth

Fernando Pizarro
CEO
PeopleDelight

Charlotte Pauwels
Customer Success Manager
Teamleader CRM

Joe Gaudreau
Director of Customer Success
Salsify

Don Davidge
VP Sales & Marketing
AnswerDash

Nate Williams
Head of Customer Success Recruiting
Swing Talent, Inc.

Irit Eizips
Customer Success Practice Director
CSM Practice Inc

Greg Walder
Head of Customer Success
Front

Irene Lefton
Advisor
Self

Steven Abrahams
Product Leader
Microsoft

Faruk Muratovic
Principal - Flexible Consumption Practice
Deloitte Consulting

Tiffany Beddow
Sr. Customer Marketing Manager
ON24

David Yoffie
Service Practice Leader & Managing Director
PWC

Janice Roberts
Partner
Benhamou Global Ventures

Deepak Sharma
Customer Leader for High Tech
Deloitte Consulting

Dhruv Markenday
VP Product Consulting & Customer Success
MindTickle

Vicky Gkiza
Director of Product Management
Microsoft

Andersen Yu
Customer Success Manager
Front

When my team implemented just a few of the ideas presented at the 2016 Customer Success Summit, we saw a definitive upswing in our retention. Without a doubt, we’ll be back next year.

- Shai Rybak, VP Customer Success, Clicktale

2017 AGENDA

Three best practice tracks no matter where you are on the customer journey:

  • Designing Customer Success for teams just getting started

  • Mastering Customer Success for scaling and growing your practices

  • Aligning Customer Success to optimize it with the rest of your company

View the Customer Success Summit 2017 schedule & directory.

2017 Sponsors



* Produced by *


Totango is an enterprise-grade customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to identify at-risk accounts, reduce churn, grow predictable revenue, and maximize customer value over time.

* Gold Sponsors *


Deloitte’s Technology, Media & Telecommunications (TMT) industry practice brings together one of the world’s largest groups of specialists respected for helping shape many of the world’s most recognized TMT brands and helping those brands thrive in a digital world. Learn more about Deloitte's Flexible Consumption Service.

* Silver Sponsors *


Inbenta is a global leader in AI, whose patented NLP fuels highly accurate search solutions for customer support, e-commerce and chatbots. With a foundation of 10+ years of R&D, Inbenta’s technology understands & delivers results based on the meaning behind customers’ search queries, not the individual keywords. The result: industry-leading 90%+ self-service rates.
White Paper
Supported by the brightest minds in the field of voice of customer research, Satrix Solutions is a consultancy dedicated to unlocking insights that drive loyalty, retention, and growth. We execute each engagement with a clear vision – to cultivate companies people want to buy from and work for – and rely on our objective analysis of your customer feedback data to deliver recommendations you can trust. Learn more about our customer feedback programs and consulting services:
www.satrixsolutions.com
Article
TSIA helps technology services organizations both large and small grow and advance by providing world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. Whitepaper

* Bronze Sponsors *


AnswerDash is a predictive self-service software that transforms the user experience on websites, mobile Apps and messaging platforms. With AnswerDash users get contextual and personalized answers to common questions without navigating to a 'help island' or type to search. The result is fewer support tickets and increased sales conversions.
SuccessHacker is a boutique Customer Success advisory firm focused on Education, Recruiting, Consulting and Success Hacking services.
Learn more at: www.successhacker.co Do you have Customer Success questions? We’ve got answers!
Join our Customer Success community
Zoom unifies cloud video conferencing, simple online meetings, group messaging, and a software-defined conference room solution into one easy-to-use platform. Our solution offers the best video, audio, and wireless screen-sharing experience across Windows, Mac, Linux, Chrome OS, iOS, Android, Blackberry, Zoom Rooms, and H.323/SIP room systems. Founded in 2011, Zoom's mission is to make video and web conferencing frictionless.
OnlyBoth provides a customer performance improvement solution for Customer Success. With our artificial intelligence-powered automation, CSMs instantly gain many unique insights from your data – insights that motivate customers to get better outcomes with your solutions. Your customers will become more engaged and healthier, and you’ll retain and grow more customers.
White Paper
WalkMe is a game-changing digital adoption platform for user onboarding and continuous engagement with your customers. SaaS vendors that utilize WalkMe typically report a double-digit increase (even triple-digit) in Free-to-Paid conversions and a boost to Customer Lifetime Value (LTV). WalkMe's award-winning, context-intelligent technology boosts adoption by providing an effortless and personalized user experience.
White Paper
PeopleDelight is a premium customer support outsourcing company that helps customer success teams focus on high value work. Our fast and cost efficient support agents enable your core team to spend time on analysis, strategy, and increasing customer lifetime value.

* Supporting Partners *




The mission of The Customer Success Association is to provide Customer Success executives with worldwide access to the most relevant information about the new profession together with opportunities for networking and learning. Our global resources include The Customer Success Forum, the Customer Success Library and the Customer SuccessCon West / Seattle / East and Europe events.

CMSWire.com publishes daily news, analysis, interviews and best practices focused on Customer Experience Management, Digital Marketing, Enterprise Collaboration and Information Management. Follow us on Twitter @cmswire or join our mailing list for access to exclusive reports, white papers and webinars.

The Summit probably saved me countless hours of rejigging my own processes. I’ve also gained a network of people in the same field and we’ve already connected to share notes and best practices.
- Janielle Loken, Customer Success Lead at Statflo

VENUE