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The State of Customer Success 2020

Speakers: Phil Nanus - VP, Customer Success Research

Session Abstract

In this session, we’ll cover the latest customer success research and trends to help answer important questions like:

  • What are the top customer success trends in 2020?
  • What are the critical capabilities that will have an impact on metrics that matter?
  • How are companies scaling their organizations now and in the future?

Speaker: Phil Nanus
VP, Customer Success Research

Phil Nanus works closely with TSIA’s member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver customer outcomes. Prior to TSIA, Phil was VP, Customer Success at Infor, where he led a team of CSMs focused on driving customer adoption during their transition from on-premise to the cloud.