Customer SuccessCon Seattle 2018

Customer SuccessCon Seattle 2018


Since 2013, Customer SuccessCon conversations have addressed the fundamental reality of the modern business model. You either actively manage your customer relationships as strategic portfolio assets, or you cede control over them and your company’s future to chance and/or the competition. Customer acquisition is only the very first step in what must be a long-term, scientifically engineered, and professionally directed strategy. While firms are establishing customer success groups worldwide at a dizzying pace, virtually all of them report a common challenge in establishing their credibility: What is the true role of customer success?  Most teams begin as tactical reactions to the threat of churn. But to move up in effectiveness, to become core components of the company’s global game and to truly establish customer success as a distinct and strategic profession, teams and their leaders have to go far beyond their reactive origins.

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