Customer Success: How Tech Providers Are Making It Real

Presentation by: Neil Jain, Partner, Waterstone Management

There is a lot of buzz in the industry about Customer Success and different ways to implement it. At its most basic level, Customer Success is about ensuring that users adopt your technology and can quickly and measurably derive value. While the definition may seem straightforward, delivering Customer Success is not.

Tech providers are taking different approaches to drive Customer Success, including standing up new roles, creating dedicated teams, launching new offers, and implementing different enabling technologies. The myriad of choices, lack of standard practices, and unclear starting points can be overwhelming for many management teams.

Please join us for a webinar that will help decipher Customer Success and how companies are actually putting it into practice. Whether your company is just considering what to do or has a well-established Customer Success program, you won’t want to miss this valuable webinar! Topics covered will include:

- What is Customer Success, and why is it so important in tech?
- How are companies organizing around Customer Success?
- What is a CSM and what do they do?
- How are companies driving scale in their Customer Success operations?
- What level of investment should I be making in Customer Success, and can I charge for it?