Customer Success + Support
A Powerful Partnership
Learn from Experts About How Customer Success and Support
Can Work Together for Both the Customer and the Company.
Presented by The Association of Support Professionals
March 24 & 25, 2020
The Belo Mansion & Pavilion, Dallas, Texas
Insights from experts on the front lines of Support and Success.
Day 1: March 24, 2020
7:30AM to 8:30AM
Welcome and Introductions
Al Hahn, Executive Director, ASP
Robert C. Johnson CEO, TeamSupport
Customer Success + Support: A Natural Partnership
In the software as a subscription era, staying in close touch with your customers and thoroughly understanding their needs isn’t an option. It’s a bedrock requirement if you want to stay in business over the long term. What information do you need to have in order to maintain a healthy connection? Who will gather it, and who will do the ongoing analysis that will enable your company to succeed?
In virtually any software company, the team that far and away has the most interaction with the customers is Support. As a potential source of insight into the customer base, there is no better channel — but it needs to be effectively focused. Here is where the partnership with the Customer Success group needs to begin, and expand from there into a cohesive long term strategy for winning.
Mikael Blaisdell, Founder & Executive Director, The Customer Success Association, Publisher of Customer Success Central
Roles, Responsibilities & Metrics
As Customer Success matures as a discipline, best practices are emerging and help us answer many questions you may have for your own team:
- Where should the Customer Success team report?
- Should we separate onboarding and retention duties?
- How do I make sure that my CSMs are not just escalation managers, under a different title?
- How many accounts can a CSM handle?
- Should we invest in Customer Success technical experts?
- How can we work positively with the support managers?
- How do we work with Engineering?
- How exactly should I calculate churn?
- Do I compensate the team based on retention metrics alone?
Françoise Tourniaire, Founder FT Works, Co-Founder, ChurnSquad, Author of The Art of Support
Navigating the Customer Journey With Support & Customer Success
How Red Hat evolved our proactive & reactive teams to drive a better customer experience. A balanced approach across region and technology focused dispersed teams.
Paul Lyons, VP of Customer Experience & Engagement, Red Hat
Scott Froehlich, Sr. Director of Customer Experience & Engagement, Red Hat
Sponsored by Coveo.MK
Coveo Customer Insights
Justin Loera, Technical Program Management Consultant, Dell Technologies
Customer Self-Service – Helping Customers Succeed
Customer Success + Support are rolled together when we are able to help our customers help themselves. We will examine some of the keys to customer self-service as well as the pitfalls, and discuss how customer self-service can be one of the most important aspects of customer success.
Dave Muirhead, Sr. Director of Customer Support Services at Oracle
After Customer Success; Digital Transformation
Enterprises are still largely siloed in their approach to dealing with prospects and customers. Today, most have built a self-service experience for their customers that is focused on logging support cases and searching the knowledgebase, but in 2020, is this enough?
We continue to move towards personalization; the ability to personalize each interaction an individual has with your company, at every step of their journey is becoming more and more important. We have all heard the digital transformation buzzword over the past decade and at the heart of Digital Transformation is a fundamental shift towards the customer experience as the most important driver of business value.
Jennifer Macintosh, One of the Top Women Leaders in SaaS, Customer Success Visionary
Panel on Success in Self-Support
An interactive panel to explore the opportunities to leverage on-line and self-help tools to drive support and success outcomes.
Panelists: Jennifer Macintosh, Françoise Tourniaire, Tom Sweeny, Mikael Blaisdell
5:00PM to 9:00PM
Join us for a Cocktail Party Sponsored by SupportLogic.
Day 2: March 25, 2020
7:30AM to 8:30AM
Welcome and Review
Al Hahn, Executive Director, ASP
The Convergence of Support and Success – Research & Industry Practices
Support and Success teams must find ways to cooperate and collaborate to provide the customer experiences necessary to retain and expand customers relationships. For some companies Support and Success roles and functions will remain distinct, for others, convergence is inevitable. This presentation will explore the leading trends and practices from across the technology services industry to describe how companies are forging powerful relationships between Support and Success functions and blending teams to create new types of service offerings. This presentation will examine the industry examples and practices for defining key staff roles, organizational structures, metrics, programs and policies.
Tom Sweeny, CEO & Founder, ServiceXRG
Customer Support and Success in the 20’s: Your Company’s New Growth Engine!
Customer Support and Success organizations were created to address two ostensibly separate issues – to resolve customer problems and to prevent churn. Both disciplines have grown considerably over the years with new and evolving goals, processes, technologies and skill requirements. However, they have remained by and large as separate functions and as such perhaps yet to deliver to their full potentials. In this talk, Omid will present how Customer Support and Success can work together to find smarter ways, using AI and automation, to proactively manage customer issues and drive customer value and revenue growth.
Omid Razavi, Ph.D. VP, Customer Success and Services at SupportLogic
Customer Success + Support in the Indirect Channel: It’s Complicated
Managing the boundaries between Support and Customer Success can be challenging in a single organization let alone more than 400 third party organizations. Companies working to engage customers and ensure their success through a reseller channel need to build strong foundations that can adapt to work with varied and often imperfect data to make key decisions. Join us to learn how Dassault Systemes SolidWorks has evolved their process of identifying customers potentially at risk and targeting the right resources at the right time to address issues that put recurring revenue at risk.
Ian Baxter, VP Worldwide Technical Services, SOLIDWORKS
Frank Aloia III, Director SOLIDWORKS Customer Success & Enterprise Services
Customer Success + Support: Three Different Perspectives
Jerry has both success & support for his business unit, Ron has support for most of the company, and Erika has success for their largest customers. Each come to the tasks from a different direction. All three share how it looks from their point-of-view, and tips on making it all work together to benefit both the customer and the company.
Jerry Stalick, VP Global Security Operations & Customer Success for Silverline Managed Services, F5 Networks
Ron Runyon, VP Global Service Delivery, F5 Networks
Erika Cowen, Sr. Director Enterprise Customer Success, F5 Networks
Rethinking Support & Customer Success
Republic Wireless has taken an unconventional approach to support for their members in the sense they don’t have a traditional 1-800 number or call center, yet they are able to consistently receive high customer satisfaction scores and measures of customer success in an industry where that is the exception instead of the norm. Ben will explain the reasons and complexities behind their strategy, how they’ve kept customer success as a focal point throughout their decision making and business adjustments, as well as how they define this success.
Ben Garris, Manager of Online Support & Customer Experience at Republic Wireless
Enriching Multi-source Data to Create Powerful ML Based Analytics to Enable Customer Support & Customer Success Teams to Drive Customer Outcomes
Learn how Rubrik uses customer and machine data backed by powerful ML based analytics to create alignment, awareness and success outcomes for both internal and external customers. Hear about how Rubrik is transitioning from descriptive analytics to predictive analytics and it’s journey from reactive to proactive customer support. In thibables s session we will share how data impacts customer support, customer success and sales opportunities.
GIRI IYER, SVP Global Customer Support & Success at Rubrik
Success + Support: The Formula for a Seamless Customer Experience
Offering world-class customer support in the B2B (business-to-business) space is critical to providing a positive experience and maintaining loyal customers. However, traditional support is only one piece of the post-sale customer journey. Customer success has emerged as a natural extension to customer support, helping companies go beyond support to optimize revenue, create greater customer value, and lower churn. Learn how combining support and success creates a seamless B2B customer experience, and why it’s essential to choose support and success technologies that are focused on the customer as a whole, rather than individual interactions. Keeping customers happy isn’t easy, but building strong B2B relationships is essential for growth. The combination of support and success is a secret recipe more companies are uncovering to reduce churn and drive new business.
Nichole Herran, Customer Manager Manager, TeamSupport
Wrap up and Adjourn
followed by Member’s Advisory Board Dinner at 5:30pm.
Come Learn from Experts and Network with Your Peers.
Alfred P. Hahn, Executive Director, ASP
Alfred P. Hahn is the Executive Director of The Association of Support Professionals (www.asponline.com). The association has over 1,000 members in the US and Europe. Mr. Hahn has had hundreds of articles and columns on Services published throughout the world. He has presented at conferences in Australia, Canada, Europe, Asia, and the U.S. He has appeared four times on the television show World Business Review with Caspar Weinberger and Alexander Haig as a service industry expert. He has also worked as an expert witness on four large court cases for IBM, Intergraph, Kodak, and Unisys. Prior to leading ASP, he headed Hahn Consulting working with the world’s leading technology companies, including Cisco, Hewlett Packard, Intel, Motorola, Oracle, Philips, Siemens, and Sony.
Robert C. Johnson, CEO TeamSupport
Robert C. Johnson is the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. A seasoned executive and entrepreneur who has founded and invested in numerous software and high-tech companies, Robert’s industry experience as a business leader and a customer inspired him to create TeamSupport to give Support Desk teams the tools and best practices to enhance customer loyalty and positively impact product sales.
Prior to founding TeamSupport, Robert was President and CEO of Sundance Digital, one of the world’s leading providers of automation software to television and cable broadcasters. The company was sold in 2006 to Avid Technology (Nasdaq: AVID).
Françoise Tourniaire, Founder & Owner FT Works
Françoise Tourniaire founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations. She is the co-founder of ChurnSquad, a firm that helps technology vendors increase adoption, decrease churn, and maximize expansion revenue.
Her expertise includes process design, designing support websites, soft skills training, and creating effective metrics and dashboards.
She is the author of The Art of Support, a guide to running customer success and support organizations, now in its second edition, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support portfolios.
Ben Garris, Manager, Online Support & Customer Experience, Republic Wireless
Ben Garris is the Manager of Online Support and Customer Experience at Republic Wireless where he provides the vision and goals for the online and peer-to-peer support ecosystem while also improving the end-to-end customer experience from onboarding to retention. Ben has helped Republic Wireless be recognized as having one of the Ten Best Support Websites by the Association of Support Professionals (ASP) two years in a row as well as consistently achieving one of the industry’s best customer satisfaction scores.
Prior to joining Republic Wireless, Ben served as a Communications and Training Specialist at ABB, Inc. where he led the redesign of an internal training and documentation portal in 15 languages, serving over 150,000+ employees in over 100 countries.
Jennifer MacIntosh, Customer Experience Industry Advisor & ASP Board Member
Recognized as one of the Top Women Leaders in SaaS, Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience and Success practices. Jennifer is an advocate for the customer who builds transformational customer engagement, adoption and value realization services. She is passionate about helping companies leverage self-service and reuse knowledge to improve the customer experience while managing their organizational costs. Jennifer was most recently with Coveo and built their Customer Success, Experience, Training and self-service practices from scratch. Prior to Coveo, Jennifer was Founder and Principal of Okas Consulting, a global consulting practice. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM). Jennifer has deep knowledge and expertise in Analytics, Customer Experience, Support, Self-Service, and Knowledge Management.
Mikael Blaisdell, Founder & Executive Director, The Customer Success Association
Mikael Blaisdell is a recognized leading voice on the strategy, process, people and technology of Customer Success. His ongoing research and leadership of the over 35,000 member worldwide Customer Success Community on LinkedIn provide a unique global view of the development of the Customer Success profession and market. As Founder and Executive Director of The Customer Success Association, and Publisher of Customer Success Central, Mikael’s vision and commentary about how companies can optimize customer relationships is read in over 160 countries around the world.
Paul Lyons, Vice President of Customer Experience & Engagement, Red Hat
Paul is the Vice President of Customer Experience & Engagement at Red Hat. Red Hat’s global CEE team manages the proactive & reactive engagements with our customers & partners via our team’s deep leadership in Technical Account Management, Customer Success, Global Support & Escalation Management.
Scott Froehlich, Sr. Director of Customer Experience & Engagement, Red Hat
Scott Froehlich is the Sr. Director of Customer Experience & Engagement at Red Hat. He is responsible for leading the combined global Customer Service, Customer Success, Escalation Management and Support Delivery organizations. As a leader of a business of almost 1000 individuals, Scott brings a clear understanding of the challenges our customers experience as well as the unique demands required to provide them a world class reactive, proactive and preemptive experience.
When Scott joined Red Hat in 2018, he brought over 20 years experience in the support and services businesses working across multiple industries and countries. He has a depth of experience that provides perspective across Telecommunications, IT, Data Storage and Software industries. Scott understands execution challenges of companies of all sizes due to his leadership background from Nortel, Netas, Genband, NetApp and Red Hat.
Scott holds a Bachelor of Science in Computer Engineering from Virginia Tech. Please reference Scott’s LinkedIn profile for more details.
Ron Runyon, Vice President of North America Support Services, F5
Ron Runyon is a Vice President of North America Support Services for F5 core and cloud products. In his 14 years at F5 he has managed the support organization through a number of transformations and huge growth as the company became the market leader in the ADC networking market.
Ron is currently engaged in modernizing systems and practices for the Support Services organization, including the core support platform, introducing next generation tools, and streamlining business practices. The primary focus of all F5’s digital transformation efforts are to identify, support and strengthen where we are providing service in the customer journey.
A career spanning nearly four decades has included PC games, education software and early cutting-edge streaming media companies. Experienced managing nearly every aspect of customer-facing functions as well as tool-development and product QA testing.
Ron is a life-long resident of the Pacific Northwest.
Jerry Stalick,Vice President of Global Security Operations and Customer Success, F5
Jerry Stalick is the Vice President of Global Security Operations and Customer Success for the F5 Silverline Managed Service line of business. In over 12 years at F5 he has managed a variety of Support, Services, and Customer Success teams, including launching Silverline Managed Services. He has previously held operations and customer-facing roles in the Service Provider industry, including AT&T Wireless, T-Mobile, Disney Mobile, and others.
Jerry combines a focus on the customer experience with a pragmatic, employee-centric management style. Jerry loves to travel for work and fun, is a great comfort-food cook, and knows a thing or two about wine. A long-time resident of Seattle with his family, Jerry has also lived in the UK and Australia.
Erika Cowen, Director of Enterprise Customer Success, F5 Network
Erika is the Senior Director Customer Success for Global F5 Enterprise products. Erika has had an exciting year building out the Customer Success organization at F5. Prior to CS, Erika lead the Enhanced Services Support offering in the Americas at F5 for close to four years providing a paid for offering of Service Delivery Management and Enterprise Account Engineering services to our top 100 customers.
Prior to F5, Erika fulfilled her love of travel and had the joy of splitting her time between Sydney, Australia and Toronto, Canada for five years as VP Global Operations for a private cloud and security and company.
Ian Baxter, Vice President Worldwide Technical Services, SOLIDWORKS
Ian Baxter is on a mission to increase customer satisfaction and reduce customer churn. He brings over 30 years of customer service and support experience in the software industry. As Vice President of Worldwide Technical Services for Dassault Systèmes SolidWorks he is responsible for technical support, customer success, education services and certification. Ian has extensive experience in provision of services through Value Added Resellers (VARs), and will address the challenges of delivering customer success through an indirect channel.
Frank Aloia III – Director Customer Success and Enterprise Services, SOLIDWORKS
Frank is passionate about making people successful with their use of engineering software. Frank began his career as a Design Engineer in the auto industry. Twenty years ago he transitioned to the software industry, focusing on Support and Services. In both roles, Frank’s passion to understand and eliminate the barriers to customer success has been a driving force guiding all his actions.
Frank joined SOLIDWORKS eight years ago, and over the years he has led a 7x expansion of growth of the Enterprise Subscription Services (ESS) program. The success of program is indicated by a 95% renewal rate. In addition, Frank has led efforts to streamline the prioritization of all customer issues as they relate to software development, as well as an initiative to optimize communication and engagement with their value-added reseller channel. His current focus is utilizing the lessons his team has learned with the ESS program to transition them into a scalable solution for more than 400 VARs to deliver.
Tom Sweeny, Founder & CEO, ServiceXRG
Thomas J. Sweeny is Founder and CEO of ServiceXRG. Mr. Sweeny is a researcher, writer and expert in IT Services, Support and Customer Success. He publishes extensively about service industry trends and best practices and helps leading companies retain customers and grow relationship value. Prior to founding ServiceXRG in 2004 he held the position of Research Director with Gartner Group, and established the research and consulting business unit for the Service and Support Professionals Association, now known as the TSIA. Mr. Sweeny currently serves on the Editorial Board of Software Executive Magazine and the Executive Advisory Board of the Association of Support Professionals.
Omid Razavi, Ph.D. VP, Customer Success and Services at SupportLogic
Omid is a SaaS success and services leader with 20+ years of experience delivering value and business outcomes for customers. Prior to SupportLogic, Omid led Product Success for Customer Service Management (CSM) at ServiceNow where he worked closely with Customer Support and Contact Center leaders. Prior to that, he was VP of Customer Success at Outcome Chains, and VP of Customer Success and Growth at SAP, SuccessFactors. Omid is recognized as Top 100 Customer Success Strategists since 2014. He blogs and speaks at conferences and podcasts.
David Muirhead, Sr. Director of Customer Support Services, Oracle
David Muirhead is a Senior Director of Customer Support Services at Oracle. He oversees both the Oracle customer support sites and the internal support delivery tools and systems used in the customer support lifecycle. Dave has been involved with customer support and self-service at Oracle for over 15 years. Previous to his time at Oracle, he has worked with various aspects of the Internet and customer support at Ziff-Davis, Software AG, and Texas Instruments
Nichole Herran, Manager of Customer Support and Onboarding, TeamSupport
Nichole Herran manages TeamSupport’s Customer Support and Onboarding teams, providing exceptional product training, professional services, and multichannel support to 1000’s of customers globally. With an extensive background in software implementation and new product development, Nichole is passionate about building cross-functional team relationships to provide superior customer experiences.
Giri Iyer, SVP, Global Customer Support & Success at Rubrik
Giri, Senior VP of Global Customer Support & Success at Rubrik, is a veteran with over two decades of rich experience. He began his professional journey with customer-facing functions and has been part of 5 successful IPOs since. He specializes in management and development of multi-level technical support teams and systems, and managing technical support and customer success programs. Prior to joining Rubrik, he was Vice President of Global Support at Ruckus Wireless and VP, Global Support at Infoblox.
Thank You to Our Sponsors
TeamSupport was designed from the ground up by B2B support professionals, especially for mission-critical organizations where customer relationships are imperative. The TeamSupport enterprise solution offers an array of tools that make it simple for teams to work together, share information, and access their collective knowledge to solve customer challenges. TeamSupport makes it easier to support teams to resolve individual tickets while managing the overall customer relationship.
Coveo uses AI and intelligent search and recommendation technologies to personalize millions of digital experiences for customers, partners, dealers, and employees. The Coveo Experience Intelligence Platform stitches data and context, and uses AI to tailor every interaction along lifetime people journeys, making websites, commerce, contact centers, intranets, and digital properties and apps effortless, content-rich and effective. Coveo is also embedded in many leading business applications from vendors including Salesforce, ServiceNow, Sitecore, and Microsoft. Coveo partners with the world’s largest enterprise technology players and has more than 1,500 activations in mid- to large-sized global organizations across multiple industries.
SupportLogic is an “Intelligent Support Platform”™ built on AI and NLP to help organizations reduce customer escalations, prioritize work and drive operational efficiency.
FT Works helps technology companies improve their customer success and support operations. We know how to design customer success programs, streamline support processes, rearchitect support websites, and train support and customer success teams on soft skills.
Service Strategies helps companies continuously improve service quality. The world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success. In addition, thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses.
DBKay & Associates
DB Kay & Associates helps support and success organizations adopt KCS, the industry best practice
for knowledge management,Intelligent Swarming for Agile collaboration, self-service, and self-success.
LOCATION AND TRAVEL
In the heart of Dallas
The Belo Mansion & Pavilion
2101 Ross Ave, Dallas, TX 75201
The Belo Mansion’s grand setting in the heart of the Dallas Arts District
Designed in the neo-classical revival style, the Belo Mansion was built in the late 1800’s by Colonel Alfred Horatio Belo, who founded the Dallas Morning News.