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Monday, March 23
 

9:00am

Customer Success: Play to Win
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Guy Nirpaz, CEO and Co-Founder at Totango, talks to Customer Success organizations about the importance of going beyond just reducing customer churn. Companies must play to win and move accounts from users to evangelists.

Speakers
avatar for Guy Nirpaz

Guy Nirpaz

CEO & Co-founder, Totango
I'm the co-founder and CEO of Totango, the #1 innovator at Customer Success. I've also wrote the book "Farm Don't Hunt - The Definitive Guide for Customer Success"


Monday March 23, 2015 9:00am - 9:30am
General Session Westin St. Francis, San Francisco, CA

9:30am

Disrupting Digital Business in the Peer-to-Peer Economy
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As the principal analyst, founder and chairman of Constellation Research, Ray is a highly sought after thought-leader who is influencing business models in the digital age. Learn first-hand how customer success is the critical component to surviving the digital disruption.

Speakers
avatar for R Ray Wang

R Ray Wang

Principal Analyst, Founder and Chairman, Constellation Research
R "Ray" Wang (pronounced WAHNG) is the Principal Analyst, Founder, and Chairman of Silicon Valley-based Constellation Research, Inc.  He's also the author of the popular business strategy and technology  blog "A Software Insider’s Point of View". With viewership in the 10's of millions of page views a year, his blog provides insight into how disruptive technologies and new business models such as digital transformation impact brands, enterprises, and organizations.  Wang has held executive roles in product, marketing, strategy... Read More →


Monday March 23, 2015 9:30am - 10:15am
General Session Westin St. Francis, San Francisco, CA

5:15pm

Customer Success Hero Awards
See the top Customer Success teams and individuals recognized for their hardwork and innovation. 

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Speakers
avatar for Omer Gotlieb

Omer Gotlieb

CCO & Co-founder, Totango


Monday March 23, 2015 5:15pm - 5:30pm
General Session Westin St. Francis, San Francisco, CA
 
Tuesday, March 24
 

9:00am

Fireside Chat: The Origins of Customer Success at Salesforce.com
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From intern to EVP, George saw the growth of customer success at Salesforce.com from day one all the way through today. In this session we discuss why and how Customer Success was born and how the function has evolved over the years as the company has become the largest SaaS business in the world.

Speakers
avatar for George Hu

George Hu

EVP, salesforce.com


Tuesday March 24, 2015 9:00am - 9:30am
General Session Westin St. Francis, San Francisco, CA

12:45pm

Seven Steps to Customer Success at Scale

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Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.

In this closing keynote, TSIA executive director Thomas Lah will leverage recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.      


Speakers
avatar for Thomas Lah

Thomas Lah

Executive Director, TSIA


Tuesday March 24, 2015 12:45pm - 1:30pm
General Session Westin St. Francis, San Francisco, CA