The Customer Success Leadership Conference.

11:00 AM – 12:30 PM Pinstripes Georgetown

Registration and welcome 

Light Lunch, Genius bar and office hours open all day.

12:30 PM – 1:45 PM

Design predictive & actionable customer health scores

Denise Mueller, Customer Success Manager, ChurnZero

• Determine the type of scores you need to accurately but simply assess your various customer personas:
  – Lifecycle stage (onboarding vs. post-launch)
  – Product (module A vs. module B)
  – Client tier (enterprise vs mid-market vs SMB)
• Select and configure the most effective health score factors:
  – Selecting your factors to represent key quantitative and qualitative metrics
  – Calculating and setting thresholds for your factors
  – Weighting your factors
• Confirm that your health scores are doing their job:
  – Pre-launch: data-driven analysis (phase 1) and qualitative CSM testing (phase 2)
  – Post-launch: quarterly analysis/refinement (based on churn vs renewal rates – segments/exports)

12:30 PM – 1:45 PM

Maximize the impact of your customer health scores

Kerry Finley, Customer Success Manager, ChurnZero

• Create health scores your team can easily understand and leverage
  – Determining your various score types
  – Selecting your factors in each score
  – Setting clear, actionable factor naming conventions
• Set your team up for success and fight churn proactively using health scores
  – Identify potential risk in real-time, and what to incorporate into daily/weekly/monthly workflows
  – Prescribe workflows based on health score changes to identify and resolve risk (automation via plays)
• Confirm your health scores are making an impact
  – Measuring the accuracy of your actual health scores (quarterly analysis/refinement to ensure)
  – Measuring the efficacy of your team’s proactive measures (play reports)

2:05 PM – 3:20 PM

Build your 360 customer onboarding program

Colleen Schauf, Senior Configuration Specialist, ChurnZero

• Best practices for building your onboarding journey (always start here)
  – Determine if you need multiple journeys v. one journey with step conditionality
  – Set up auto-completion on the journey, milestones, and steps whenever possible
  – Leverage step dependencies to auto-calculate due dates in a sequential workflow
  – How to decide on/organize milestones, with a best practice example
  – Streamline tasks to minimize unnecessary admin work and provide meaningful guidance
• Leverage other features to complement the journey and create a fully-supported CX
  – In-app journey checklists and journey sharing via email (automation options and collaboration options)
  – Set up plays to automate customer comms at all key points throughout the journey, with examples
  – Set up alerts to ensure early intervention when a customer starts to fall behind
  – Automate post-onboarding surveys upon Journey completion to gauge customers’ perception of success
  – Create an onboarding-specific ChurnScore to track early success: learn the benefits and effective factors

2:05 PM – 3:20 PM

Take your customer onboarding journey to the next level

Kaylin Law, Manager of Professional Services, ChurnZero

• Optimize your journey for a dynamic, tight-knit customer experience
  – Leverage step conditionality to accommodate variation between customer type
  – Leverage step dependencies to auto-calculate precise due dates in sequential processes
  – Set up alerts to ensure early intervention when a customer starts to fall behind
• Increase CSM efficiency and ensure accuracy through automation
  – Automate the completion of achievements based on your CZ data (e.g. meetings or events)
  – Automate customer comms at all key points throughout the journey
• Drive customer accountability and encourage continuous progression
  – In-app Journey checklists and journey sharing via email (automation options and collaboration options)
  – Automate customer comms after step/milestone completion to prompt next steps and drive progress
• It’s never too early to measure customer health & satisfaction
  – Automate post-onboarding surveys upon journey completion to gauge customers’ perception of success
  – Create an onboarding-specific ChurnScore to track early success: learn the benefits and effective factors

3:45 PM – 5:00 PM

Expand ChurnZero’s impact across your organization

Peter Adams, Manager of Customer Enablement, ChurnZero

• Help your marketing team use ChurnZero to optimize customer marketing
  – Deliver a cohesive customer comms plan throughout the whole customer experience:
  – Email (plays, HTML Templates)
  – In-app (plays, WalkThroughs, Success Centers)
  – Global branding capabilities
  – Send targeted comms based on rich account and contact data (segmentation)
• Help your product teams use ChurnZero to gain insight into customer usage and needs
  – Quantitative: events dashboard, segments/live exports, custom dashboards (shareable)
  – Qualitative customer feedback: CES surveys, custom user interview surveys
• Help your internal Sales team use ChurnZero to source, track, and convert upsell and cross-sell opportunities
  – Maximize opps/success rate by identifying top candidates with rich account and contact data (segmentation)
  – Automate upsell/cross-sell opportunity identification using custom dashboards and/or alerts
  – Leverage plays to automate internal lead handoffs and/or customer outreach
  – Consider “internal sales journey” to drive sales rep success and boost CSM/account team visibility

 5:00 PM – 6:00 PM Pinstripes Georgetown

Happy Hour