MassTLC

A Look Into #Growth2020

Acquisition. Adoption. Retention. Growth. All-important attributes to the customer journey. There is a lot of untapped potential for the typical marketing leader if they look at Customer Lifecycle Marketing instead of strictly ToFu (Top of the Funnel) prospect acquisition. Online communities, advisory boards, advocacy programs, product adoption, events, and customer success efforts in any given company usually go unloved, pushed into different departments with no clear owner or cohesive plan.

Grab the opportunity to stand out in your company today by owning the entire customer relationship by focusing on data-driven engagement across all your channels.

Who Should Attend

Directors – Managers – Marketing Practitioners

Speakers

Christen Burke
Director, Customer Success
Allego

Mary Beth Donovan
VP, Customer Success Operations & Customer Intelligence
PTC

Juan Gonzalez
VP, Customer Success
CRMNext

Jeanne Hopkins
CMO
Lola.com

Asha May
Director, Customer Engagement Programs
Veracode

Ellie Mirman
CMO
Crayon

Tom Rogers
Sr. Director, Growth Marketing & Operations
Rapid7

Emmanuelle Skala
SVP, Customer Success
Toast

Agenda

1:00 Registration and Networking

1:30 Keynote: How do you deliver amazing customer experience?

Emmanuelle Skala, SVP, Customer Success, Toast

2:00 Lessons Learned From Building a Customer Success Program

Moderator: Jeanne Hopkins, CMO, Lola.com

Speakers:

Christen Burke, Director Customer Success, Allego

Juan Gonzalez, VP of Customer Success, CRMNext

Asha May, Director, Customer Engagement Programs, Veracode

Lisa Pratt, VP, Customer Engagement Marketing, Kronos

Tom Rogers, Sr. Director, Growth Marketing & Operations, Rapid7

Listen to compelling stories from the fastest growing companies on how they achieved their success. Leaders will detail why they put their A team on the front lines, how their demand generation hand off-keeps their organization customer centric, and what data-driven strategy has led to the highest outcomes.

3:00 Structured Networking Break: What Stage Are You In?
Conversation Leaders:

Juan Gonzalez, Jeanne Hopkins, Ellie Mirman, Asha May, Tom Rogers, Lisa Pratt, Christen Burke, Jeff Ernst

3:30 Build an Engaged Customer Community to Fuel Growth

Moderator: Mary Beth Donovan, VP, Customer Success Operations & Customer Intelligence, PTC

Speakers:
Kendal Austin, Senior Marketing Manager, Toast
Tzipi Avioz, EVP, Customer Success, Mirakl
Terri Edkins, Director, Customer Success, Kronos
Evan Jacobs, Sr. Manager, Global Customer Advocacy, Akamai

Take notes on creating a robust customer community to encompass advisory boards, advocacy programs, product adoption, events, online communities to be the center of your customer success efforts.

4:15 Use Product Data to Support the Customer Journey

Moderator: Ellie Mirman, CMO, Crayon

Speakers:
Abby Miller, Senior Director, LogMeIn
Devin Shane, Senior Director of Customer Success, Rapid7
Joe Santangelo, Director of Customer Success, Zylotech

How do you use product data to drive outcomes through the customer journey? Learn what information to collect that will drive adoption, retention and upsell.