Customer Success Initiative
Team Meeting
13-14 November 2018
Hosted by ServiceNow in Santa Clara, CA
Notes and presentations are available to Consortium Members on the wiki.
Discussion Topics
- Value Models and the Customer Success Initiative Framework – Greg Oxton, Consortium for Service Innovation
- KCS in Professional Services – Melissa George, Consortium for Service Innovation
- Member Experience: KCS Across the Organization – Roshni Champati, Pivotal
- Member Experience: Customer-Centric Support Metrics – Arnfinn Austefjord, ServiceNow
- Update on Predictive Customer Engagement at PTC – Matt Seaman and JC Coynel, PTC
- Evolve Loop Impact on the Customer Experience: KDEs – Group Discussion
- Automation and Predictive Customer Engagement in the “Funnel & Cloud” Model – Group Discussion
- Customer Success Measures: Expanding Beyond the Case – Greg Oxton, Consortium
Reference Links
- Book: Service-Dominant Logic by Vargo and Lusch
- Book: The Speed of Trust by Stephen M.R. Covey
- One page article: Co-Creation of Value and the Value Stack by the Consortium
- Knowledge Domain Analysis as described in the KCS v6 Practices Guide
- Upcoming events at the Consortium for Service Innovation
- Upcoming events at the KCS Academy
Notes and presentations available to Consortium Members; contact Kelly Murray for more information.
Amazon links are affiliate links that support the work of the Consortium