Customer Success & Support Track
#SBW2021

It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you'll do things different." - Warren Buffet

Explore best practices and winning tactics for onboarding and retaining customers, as well as measuring customer health and handling consumer demands.

Perfect for: customer success and support team members and leaders who are exited to start and scale their department. 

People Craft: Getting Into and Growing in Customer Support

Mon, Sept 20th: 8:00am - 9:00am EDT

Providing great customer experience is pivotal to a startup's strategy.  As consumer behavior has changed over time, so have the roles that are essential within a business to help support in various phases of the customer journey. Have you ever been curious as to what it’s like to work in customer support and what the different roles require from you? 

 

Join this panel of customer experience reps, managers and people ops to explore all things CX related. We’ll discuss:

 

  • The onboarding process of a CX rep.

  • A deep dive into customer support roles.

  • How to set yourself up for success in the role.

  • How to gauge if you are learning and growing.

 

 This event is part of the Customer Success Track for Startup Boston Week 2021. It is perfect for people of different levels within customer experience roles. 

Assembling the Avengers: Building and Scaling a X Dream Team

Mon, Sept 20th: 9:15am - 10:15am EDT

Join a community of CX managers and People Operations experts as they discuss the do’s and don'ts of building as well as scaling a great customer support team. Some of the key questions the panel will discuss include:

 

  • Should you be building your own CX team or outsourcing? 

  • How do you determine the perfect team size and how to structure incentive compensation to attract and retain CX all stars? 

  • What does basic documentation consist of and why it’s important. 

  • How to implement effective QA to level up your support team? 

  • What are the signs that you need to scale up your support team and how to do so? 

  • What growing pains can someone anticipate, particularly during high growth periods? 


 This panel discussion is part of the Customer Success and Customer Support Track for Startup Boston Week 2021. It is perfect for anyone looking to start and/or scale their CX team.

Customer Success is Startup Success: How CX Fits into Your Organization

Mon, Sept 20th: 10:30am - 11:30am EDT

Few things are for certain. But we know, with certainty, that customer success plays a crucial role in startup success. Why? Because customer success has a direct impact on the bottom line of your startup. 

 

More startups are recognizing the importance of customer success, that’s why we gathered a great panel of customer success gurus that have experience working in the early stages and growth stages of startups. 

 

Join us as we discuss:

  • How do Account Management, Sales, and CS work interrelatedly in the life cycle of a customer? How do you determine what the alignment should be and ensure that it remains clearly delineated?

  • At what point should CS become its own team/role?

  • When should a customer be passed from one team to the next (ie: CX to CS, or Sales to CS)? How do you balance finding the right team/person for the customer to talk to with passing them over too much?

  • What basic information do all teams need to be aligned on to ensure success as the customer-facing segment of the company?

This panel event will be especially useful for people working in roles related to Customer Success, Customer Experience, Product Development and Leadership.

Long Term Relationships: Achieving and Sustaining the Success of Your Clients

Tues, Sept 21st: 8:00am - 9:00am EDT

Just like with personal relationships, startups need to nurture and cultivate customer/client relationships to increase customer loyalty and improve customer satisfaction. 

 

Learn from leaders and customer success professionals as they unpack how customer success teams can achieve and sustain relationships with clients and customers. During these lightning talks, we’ll explore:

 

  • What are the company KPIs: metrics of success for the company?

  • Understanding the importance of kickoff calls.  

  • Building and maintaining relationships with clients. 


This event is part of the Customer Success and Customer Support Track for Startup Boston Week 2021. It is perfect for customer success professionals and anyone interested in learning more about customer success positions.

Pricing Pains: How To Fix Your Broken Model

Tues, Sept 21st: 9:15am - 10:15am EDT

Building a pricing strategy is vital for a successful SaaS however, figuring out how to accurately price your product in the early startup stages can be a difficult task. With so many pricing models, tactics and strategies to choose from, it might be overwhelming to know where to start.

 

Join us for this presentation as we discuss:

  • How do you settling on your pricing model?

  • How do you know if it's working?

  • What levers should you pull?

  • How often should you revisit your pricing strategy?

Kaleidoscope of Folks: Centering Diversity, Equity and Inclusion in Customer Treatment

Tues, Sept 21st: 10:30am - 11:30am EDT

Diversity, equity, and inclusion initiatives help build a strong and culturally aware workforce, a workforce that feels confident to be themselves and do their best. Along with elevating employee morale and building an inclusive company culture internally, an effective DEI strategy can help increase the customer experience.  

 

Join this panel of experts to explore best practices and thoughtwork around developing a truly diverse, equitable, and inclusive customer experience. We’ll discuss:

 

  • How does a company benefit by being proactive about diversity and inclusion when it comes to their customers? 

  • What are day-to-day interactions with customers that can demonstrate inclusivity/understanding/empathy of a situation? 

  • How can a CX/CS individual be proactive in remaining unbiased about a situation?

 

This event is part of the Customer Success and Support Track for Startup Boston Week 2021. It is perfect for professionals in Customer Experience, Customer Success and anyone in customer facing roles.