Customer SuccessCon Seattle 2016 has ended
The Attendees tab shows only some of the people coming to SuccessCon.
Back To Schedule
Thursday, August 18 • 4:00pm - 4:45pm
The Road to Self-Success LIMITED

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

Limited Capacity seats available

What if you could make your customers more successful while you sleep?

Web self-service is an established practice for technical support organizations looking to deflect low-value support cases.  But customer success organizations can deploy knowledge and tools to a higher purpose, self-success—helping customers receive and perceive more value from your offerings with knowledge and automation, at scale. In this interactive session, we'll discuss the hows and whys of self-success:
  •  What are the strategic drivers for self-success?
  • What does success look like, and how do we measure it?
  • What content, services, and technology are required to help customers achieve business outcomes, rather than just fix problems?
  • Can we extend the current support knowledge base, or is this a fundamentally different offering?
  • What’s the business model?  How does it fit into our other Customer Success offerings?  Do we risk cannibalization?
  • How do we encourage customers to use our self-success offerings?  What kind of help will they find most useful?  What will they be willing to take on themselves? (Giving people nutritional information doesn’t automatically make them thin.)
  • Does a self-success offering undermine the work of our CSMs?
Learn from industry colleagues, and share your questions, observations, and experiences.

avatar for David Kay

David Kay

Principal, DB Kay & Associates, Inc.
David Kay is principal of DB Kay & Associates, a consultancy that provides thought-leading advice in knowledge management and customer experience to the customer success and support markets. DB Kay customers include Salesforce, IBM, Microsoft, Extreme Networks, Tektronix, TI, Intuit... Read More →

Thursday August 18, 2016 4:00pm - 4:45pm PDT
Peninsula Room 1760 International Blvd. Seattle, WA 98188