08:00 – 09:15
Welcome to TCC Dublin
09:15 – 09:30
Opening & welcome
Opening words by the CSN Team
09:30 – 10:00
Customer Success is an outcome, but who cares?
In any organization where growth through upsell and reference-based new business is important – and that means all organizations – customer success needs to be a business function that’s embedded in GTM activities, not just the preserve of a small post-sales team. That means instilling a focus on customer success – meaning value incubated, captured and realized – in all groups involved in the customer journey. And that in turn means having a rigorous, revenue-based definition of customer success that allows all the organization to align on the part each group will play in driving retention, expansion and growth. What does that mean in today’s world? Join Eanna Cunnane to learn more about the value framework that he has put in place at Google
10:00 – 10:30
Connected Growth – when Customer Success really translates into your company success
Everyone in Customer Success talks about enabling customers to reach their objectives. It’s why we exist. But how many companies are actually translating customer outcomes into their metrics of success? Surprisingly, most of us are not able to accurately measure whether our customers have achieved, underachieved or overachieved their outcomes. In fact, for so many companies data related to customer outcomes still lives inside slide decks or handover notes from sales to success and is not baked into a measurable part of our products. Today, the gold-standard metrics of CS teams are Net Revenue Retention, Products Per Customer, Product Usage and ARPU. Those metrics are great, but they are only indicative of how effective we are at our own growth. And that’s not a true measure of customer success. In this session, we will demystify the customer outcomes metric, help you define one that makes sense for your company and inspire you with ideas on how to truly scale your customer’s success.
10:30 – 11:15
Together for success: creating a joint Revenue Growth strategy with CS, Sales, and Operations
We hear a lot about GTM motion, CS Ops, Sales Ops and even Revenue Ops these days – but their definitions can vary from a company to another. So do we really know what they entail and what their purpose is?
Come and join this panel discussion to hear perspectives from SaaS leaders on how you can create value by aligning sales, marketing, product and customer success through operational efficiency.
11:15 – 11:30
11:30 – 12:45
How to build an internal mentorship programme with the resource you have today
You may think that building an internal mentorship programme required times, skills and resource your company will never have. But think again! Join Veronica Riccio, a Mentorship expert working with companies of all sizes, to learn how as a CSM you can create an internal mentorship programme, with whatever time and resource you have today.
11:30 – 12:45
Silent Quitting – how to identify and tackle the drivers of silence in your team
During a time of economic uncertainty, leaders need to be able to balance the pressures of high performance with the need for strong team retention and happiness. This workshop by Coaching expert Donal Mulcahy will teach current and aspiring managers how to work with their teams to identify the blockers to productivity and effectiveness and tackle to create an environment for high performance.
12:45 – 13:30
13:30 – 14:45
Take back control — how to unleash growth and reclaim bandwidth by eliminating problems before they start
We’ve all heard the mantra ‘An ounce of prevention is worth a pound of cure,’ and while it’s simple in principle, the reality is that it’s extraordinarily difficult to address prevention when you’re already overwhelmed with fighting fires. Whether it’s saving customers on the verge of churn or re-educating champions again on the value proposition of your product, these problems are likely rooted in something that went wrong long before you began working with them. Your efficiency, burnout rates, and effectiveness are suffering as a result. In this workshop, Greg will dig into what makes the focus on upstream prevention so hard and help you identify concrete next steps to eliminating those problems for good. These skills of reframing and stakeholder alignment will serve you whether you are a leader navigating internal processes and politics, or as an individual contributor coaching your customer to maximise their own ROI.
13:30 – 14:45
How to Deliver Personalised Connections at Scale the Salesforce way
The most exciting aspect of scaled programmes are the innovation and possibilities around them. The potential to deliver experiences is endless and it’s tempting to automate the entire customer journey, delivering similar experience to all users.
But the art of scaled programmes comes from the ability to combine human and machine interactions to deliver personalised connections at scale. In this workshop, Martina Curran will help you unlock the secrets of scaled programmes through which Salesforce delivers delight, loyalty, and success, while making each customer feel like the centre of their attention, all along.
14:45 – 15:00
15:00 – 15:30
The major trends and emerging challenges in the European market for Customer Success
Customer Success has seen exponential growth in the last 6 years or so. Never has our profession been faced with the challenges it has now, with changes in where our workforce is, our markets and how Customer Success is perceived internally. Jennifer discusses some of these challenges and also shares with leaders some tips for hiring the best customer success talent in the current environment.
15:30 – 16:00
Two on stage
Why the winding career path is more fun than the ladder
Ophélie and Niamh will explore their career journeys to date, what they’ve learned along the way, the best advice they ever received and share their own tips on how to own your career path and lean into the things that give you energy. Both have had very different careers to date but as Customer Success Leaders have a shared passion for coaching & helping people explore their talents & find ‘that perfect role’!
16:00 – 16:30
Can Business Reviews Drive Customer Qualified Leads
During uncertain times, Customer Success should be pulling itself closer to revenue-recognised activity. In this talk, Eileen shares how she’s transformed a technical team into a customer-orientated team who now brings in larger and better-qualified leads than the front-of-funnel teams.
16:30 – 17:15
Aligning your company’s growth with your own career growth: take control of your career (and don’t quietly quit!), whether you are a leader or an individual contributor
Globalization has led people to work internationally at all levels of the organization. The global pandemic has led people to work remotely even further across time zones and geos.Employees are now distributed, scattered across the world – same with customers, partners or vendors – though organizations expect to keep scaling and growing at a faster pace to satisfy investors and shareholders.
However, as the world and the working environment are transforming, you still need to mind your career and navigate a course to future success and income progression.
This closing panel will provide tools & insights to grow, influence, manage upwards and most importantly to take control over your career path – they will also share their learnings on how they have navigated their own careers during times of uncertainty.