Thursday, April 26, 2018: 1:00 – 2:00 PM ET (10:00 – 11:00 AM PT)
New Topline research finds that only 22% of B2B companies have transformed themselves into true customer-focused organizations and are reaping the benefits of doing so. Why are there so few CX success stories?
Get the stunning results of our new research on B2B CX programs in 45 technology brands, including why the “tactical trap” prevents organizations from achieving the benefits they expect.
Join the webinar to learn what really differentiates CX leaders from laggards, including five steps that will enable you to unleash the full potential of CX in your business. Jon Klein from Topline will cover:
- The four primary business goals for CX investments by B2B technology companies
- The critical role of Customer Success Managers in driving CX benefits
- Three best practices of CX leaders that set them apart from non-performers
- The five steps to CX leadership
In addition, Ike Nelson, VP of Customer Success at Bridge by Instructure — one of the leading CX organizations identified in the study — will share a case study on the company’s CX program.
About the Speakers
Jon Klein, President, Topline Strategy
Jon founded the Topline Strategy Group in 2001 to bring methodologies from top tier consulting firms to growing technology businesses. Prior to Topline, Jon’s experience included a unique blend of strategy consulting and hands on operating experience. He served as a case leader at The Boston Consulting Group as well as holding VP and senior marketing positions at venture-backed software companies, two of which IPO’d. Jon holds an MBA from The Kellogg School at Northwestern University and a BS in Electrical Engineering from Cornell University.
Ike Nelson, VP of Customer Success, Bridge by Instructure
Ike Nelson is the VP of Customer Success at Bridge by Instructure, a talent management software suite for businesses. Ike built a CSM organization from the ground up that currently has 60+ Customer Success Managers covering 3000+ accounts worldwide. Prior to Bridge, he served in various roles at LANDesk Software, which merged with HEAT to form Ivanti, and Symantec/Altiris. He has a BS in Economics from the University of Utah.
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