Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
Ursula Llabres, VP Customer Success at InsideSales.com was recently announced as a speaker at the upcoming CS100 Summit, the premiere conference for customer success executives and leaders.
The CS100 Summit will take place September 13-15, 2016 at the St. Regis Hotel in Park City, Utah and will attract 100 customer success executives traveling in from across the world for an exclusive 3-day learning event. Customer success executives, leaders, and innovators will come together to focus on ideation, strategies, and real-world applications of customer success.
Ursula brings with her a fun and addicting energy centered around making a company human by centering the focus on all things customer success. At the CS100 Summit, Ursula will share from her incredible experience, but in advance, we want to give our attendees a sneak peek into just a few things she’ll discuss:
According to Ursula, designing what the customer experience should look like begins with envisioning the ideal experience. Questions like “What does it look like?” “When should it start?” “How should we engage with our customers?” should all be questions executives and CSMs should start to seek out for their own organizations.
She went on to explain that, “The ‘how’ is the beginning of how you’re going to design your customer success program. All too often, customer success leaders think about scale in separate terms, but it’s important to start thinking about scale even at the start of the journey.”
The creativity of customer success comes when data, strategy, and operations all blend together. Customer success leaders should be thinking about how to deliver an incredible customer experience at scale in a way that they can leverage incredible technologies like email, communities, social, webinars, etc as channels to deliver the messages and content to many people. “Content becomes king,” explained Ursula. “Content can be produced by the community itself, and individuals can self-serve based on where they are in the journey.”
When designing a customer success program that scales, the concept doesn’t just apply to small companies, but really benefits the enterprise as well. Often times a large enterprise client will have a dedicated CSM assigned to their account, but that enterprise has many divisions. Your content, community and programs come into play in this scenario to create multiple, meaningful touch points across an entire organization - no matter how large.
Ursula urges attendees to come prepared with where they are at in their journey, whether as a CSM or as a leader designing a customer journey from the beginning stages. “What are your company objectives?” “How are you measuring what success will look like as an organization?” “Where is your company at in the process of delivering on this?” Based on the answer to that, Ursula recommends attendees of the CS100 Summit come with questions they’d like to answer. “Knowing what you want to learn determines your compass,” explained Ursula. “The best thing that comes from these types of events is meeting people and learning their stories and unique points of view. The more that you prepare, the more you’ll get out of it.”
Ursula is of the philosophy that customer success is a company philosophy - not a specific department’s responsibility.
“Focusing on the customer helps me directly create value for company and customer alike,” explained Ursula. “If customers are successful using the tool and getting value from the experience, then automatically the company I work for also experiences value which could come in the form of ratings and reviews, advocates, expanded revenue, and success in general. Customer success is a journey and it’s a challenge. It joins so many areas of the organization from product to marketing to sales to operations to finance and beyond, and gives visibility into departments that usually don’t have access to the customer. Customer success lets you bring the voice of the customer to those teams and makes the company human and creates a sense of focus.”
Interested in attending the CS100 Summit and hearing from Ursula along with many others firsthand? Don’t miss out! Register to attend today: http://cs100.clientsuccess.com/
