The Customer Conference

We’re happy to announce that The Customer Conference ISRAEL 2025 will take place in Tel Aviv on June 10, 2025! What to Expect: ✅ 3 content tracks packed with Customer Success insights ✅ Full-day track dedicated to Customer Support & CX ✅ Frameworks, use cases & real-life examples to elevate your strategy ✅ A full-day track featuring hands-on workshops and masterclasses focused on skill-building ✅ A stunning venue – the Hilton Tel Aviv with breathtaking Mediterranean views ✅ Tasty breakfast, lunch & coffee breaks to fuel your networking Early Bird rates are now available till March 17! Register TODAY! https://lnkd.in/gm9_P_ah Boaz Arbel 🇮🇱🇺🇸, Shiri Levi-Laor, Yoav Ziv, Guy Galon, Adi Janowitz (she/her), Asaff Zamir, Peleg Samson, Chilik (Chil) Hochberg, Daniel Goldfeld Customer Success Network, Women in Customer Success, ICSEF- The Israeli Customer Success Executives Forum, CSjourney, pmsphere - Leading Products to Success #CustomerSuccess #CX #AIinCS #CSLeadership #Networking #CustomerExperience

I’m incredibly grateful for the opportunity to attend a fantastic The Customer Conference, where I connected with brilliant minds and gained fresh perspectives on the evolving CS landscape. A huge thank you to the organizers, speakers, and fellow attendees for the insightful discussions! A few themes stood out that are shaping the future of B2B SaaS, and I wanted to share some key takeaways. Would love to hear your thoughts! 🔹 Shifting to a Customer-Led Organization Design B2B SaaS businesses are moving away from product-led or sales-led strategies toward customer-led org design. But what does that really mean? - Breaking silos between CS, sales, and product to drive a unified customer experience. - Customer insights informing product roadmaps more than ever. - Shifting from just managing renewals to driving long-term value and advocacy. 👉 Is your organization truly customer-led, or is CS still playing a reactive role? 🤔 🔹 ICP Score vs. Customer Health Score – Which One Matters More? A hot debate—do we optimize for the Ideal Customer Profile (ICP) score or the Customer Health Score (CHS)? - ICP Score helps businesses bring in the “right” customers, but does that guarantee retention? - Customer Health Score tracks engagement, usage, and sentiment, but does it ensure customers are the right fit for long-term success? 👉 If you had to choose one metric to optimize for, which one would it be? 🤔 🔹 Retention vs. Expansion – Where Should CS Focus? Traditional wisdom says retention is cheaper than acquisition, but are we underestimating expansion? - The best retention strategy might be driving expansion—if customers see continued value, they will stay and grow. - Should CS compensation models shift to reward both retention and expansion equally? 👉 Are CS teams too focused on saving at-risk customers rather than maximizing opportunities? 🤔 Would love to hear your perspectives—what resonates with you the most? Let’s keep the conversation going! #CustomerSuccess #B2BSaaS #Retention #Expansion #CustomerHealth #Leadership

🇬🇧 Last week I had the honor and pleasure to speak at The Customer Conference event in London! 🇬🇧 Still hyped from the wonderful event last week, I thought I'd share my gratitude with Shay Hakimi and Olha Semeikin for a wonderfully executed event with brilliant content and insightful speakers, and to all who participated for the great insights. It was great to meet fellow CS executives and share ideas around Value, Digitalization. Customer health and growth. Thank you for inspiring, sharing your experiences, insights and learnings! 🙏 I have so many takeaways from all of of the sessions I was able to listen to, so thanks Alex Ferrara, Emilia D'Anzica, MBA, PMP, Cinthia Silva, Dave J., Peter Lyon, Dr. Kevin J. S., Oded Leiba, Lindsay Keim, Claire Turton, Naveen Mehta, Kathleen Rouse, MBA, Alex Farmer, Guy Gadnir, Atanu Roy, Kelley Turner, Charlotte Copper, Andrea Spillmann-Gajek, Tom W. I even met CSMs from one of my favorite clients - Kraken -  Amir Orad , Emma Beddoes :) What are my big takeaways?  1. NPS is dead. It is time for CS to redefine the key way to measure health and satisfaction. 2. While we are all talking about AI, we are still far from disrupting the way we work with AI. Using AI for efficiency is so 2024. Let's think again on how AI can change how we understand our customer needs and value and how we measure their health. Thanks, Guy from Journeyz. 3. CS should take a more active part in (re)defining ICP, and Sales should be held accountable for matching clients to it. Rethink: 'interesting clients... ' = not a fit. 4. In the spirit of KPI coherency, there should be one KPI that is common to all and that is NRR or GRR. What's your key takeaway?

After nearly a decade in Customer Success, I attended my first CS conference... but was it worth it? Yes! And here's why: As You Mon Tsang put it, "CS grew up on candy and bad food [during the economic boom]" - now we need to refine the practice, standardize where possible, and make sure our work is 𝘮𝘦𝘢𝘴𝘶𝘳𝘢𝘣𝘭𝘺 protecting and expanding $$$. At The Customer Conference, the networking was top-notch, and the sessions dug into topics that will help all of us get where we need to go. 5 of my fave takeaways: 🙋♀️ 𝐅𝐢𝐧𝐝𝐢𝐧𝐠 𝐭𝐫𝐮𝐞 𝐂𝐡𝐚𝐦𝐩𝐢𝐨𝐧𝐬 - "Who's going to *bang the table* to demand that budget is approved internally for our product?" Kelley Turner asks her team this great question to uncover true Champions within their accounts. 🔑 𝐈𝐂𝐏 𝐢𝐬 𝐭𝐡𝐞 𝐤𝐞𝐲 - Dave J emphasized that ICP match should be a north star for bringing in new biz (to avoid "buying churn") as well as for improving forecast accuracy (the better ICP match, the higher likelihood to renew), informing comp strategies (the better ICP match, the higher quota retirement), and more. 💸 𝐃𝐞𝐟𝐞𝐧𝐝𝐢𝐧𝐠 𝐭𝐡𝐞 $ - A fantastic panel moderated by Kay Mukherjee doubled down on the importance of CS defending the $ already sold (which will ideally renew and turn into additional $ over time) vs. over-investing in new logo growth - finding that balance is important. 💰 𝐓𝐡𝐞 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐠𝐚𝐩 - As more CS leaders take on commercials (and forecasting), Natasha Evans's framework for covering the "revenue gap" was fab. By improving your top-down forecast accuracy (using health score categories and renewal probabilities) and identifying the revenue gap (your forecast minus your target), you're able to get much better visibility into where to focus your efforts to fill that gap. 📊 𝐀𝐥𝐥 𝐢𝐧 𝐨𝐧 𝐝𝐚𝐭𝐚 - "Investing in data = investing in (Customer) Success" is Oded Leiba's mantra. He's rethought the traditional CS team structure to include data analysts that help create data-backed "value communication" reports to arm CSMs for richer, metric-driven customer conversations. (And let me tell you, the reports were dreamy!) If any of the above topics sound interesting to you, would love to geek out about them further - leave a comment below or shoot me a DM 🤓

We have wrapped up THE CUSTOMER CONFERENCE - EUROPE 2025! Yesterday, hundreds of CS innovation experts from 16 countries across EMEA and the USA gathered for an unforgettable event! A massive thank you to all our speakers who dedicated their time and energy to delivering insightful and impactful content - your contributions truly made this event exceptional! Cinthia Silva, Dave J., Alex Ferrara, Peter Lyon, Dr. Kevin J. Spellman FRSA, CMRS, Adi Janowitz (she/her), John Heald, You Mon Tsang, Chris Regester, Oded Leiba, Lindsay Keim, Naveen Mehta, Phil Davitt, Emilia D'Anzica, MBA, PMP....and many more fantastic speakers in the comments! We are grateful to the advisory board who contributed to the creation of this edition. Your input is greatly appreciated! Peter Lyon, Kay Mukherjee, Dave J., Adrian Beck, Anika Zubair, Marija Skobe-Pilley, Andrea Spillmann-Gajek, Kellie Lucas, Guy Galon, Laura Kightlinger, Lara Barnes and Rob Redman To our great MCs - thank you for creating the perfect balance of learning and fun, making the experience truly memorable! Alex Farmer, Kellie Lucas, Adrian Beck, Laura Kightlinger and Andrea Spillmann-Gajek A huge shoutout to our sponsors! Your support played a crucial role in making this event a success! Vitally.io, Gainsight, Hook, Planhat, Captivate Collective, Journeyz, ChurnZero, Intercom, The Customer Growth Awards. Thank you to our partners - Customer Success Network and Women in Customer Success. Until the next time!

It was fantastic to attend yesterday's The Customer Conference, where we had the chance to hear from executive leaders as they shared their insights on the evolving landscape of Customer Success. 🙌📊 Aligning CFO, CRO, and CCO is crucial for growth—synchronising revenue reporting and forecasting with the customer journey is key to long-term success. 🤖 Demystifying AI – AI isn’t here to replace human connection; it’s here to enhance it. To truly grasp this, we need to showcase practical, real-world applications of AI that empower more informed and meaningful customer interactions. Leverage AI to save time and do the 'dirty work' in data and insights mining, so that humans can take it from there and have truly valuable meetings. ✨ In addition to the insightful sessions, it was a pleasure to connect with the fantastic Customer Success community in person! Looking forward to seeing how these trends evolve throughout 2025. #CustomerSuccess #AI #RevenueGrowth #CustomerJourney #Innovation #Leadership #2025Goals #Bazaarvoice Thank you for the invite Ezra Zimbler! Dave J. Anika Zubair Daphne Costa Lopes Helena Näverbrant Kay Mukherjee Jan Young, MBA, CSPO, CSM Cinthia Silva Bayron Toruño Solano Thomas Voigt Rob Zambito Erdem Gelal Cinthia Silva Michelle Garnham Bazaarvoice

Stunning day The Customer Conference! 😎 I left feeling particularly inspired by what I heard from Dave J. and the work they do at TheCustomer.Co “Form follows function”

I LOVE THIS! ❤️ Just wrapped up an incredible day at The Customer Conference in London! It’s always invigorating to connect with industry leaders, exchange ideas, and gain fresh perspectives. Events like these remind me why I’m so passionate about what I do - continuous learning, meaningful conversations, and expanding my network with brilliant professionals. Flying back to Ireland tomorrow, feeling inspired and full of ideas! Excited to put them into action and drive real impact. 💪🏻✨

Customer Success events are critical to our CS community not only to share knowledge and enable networking among CS professionals, but equally to bring the sense of community pride and belonging. The annual The Customer Conference in London today had over 400 CS professionals attending not only from Europe but also globally. The event kicked off with an engaging plenary session by Peter Lyon on Navigating the new SAAS landscape. I had the privilege of moderating the next main stage session on the role of CS as the backbone of a modern GTM motion, sharing experiences and expertise from our esteemed panel of Atanu Roy Kelley Turner Naveen Mehta. It was fun having a healthy banter and a laugh amongst the more serious parts of the discussion together on stage. I was so chuffed to hear from the attendees on how engaging, interesting and insightful the session was, and the best was "The flight that I had to take to come to this event was worth it just by attending your session". You cannot get a better testimony than that! The event is still ongoing , so lots more to share soon. Thanks Congress Geeks Olha Semeikin Shay Hakimi and sponsors for hosting this fantastic CS event. #CS #CustomerSuccess #CSM

Super insightful day and great speakers discussing the future of customer success at The Customer Conference Louise O' Connor #customersuccess #thecustomerconference #trendmicro #futureofcs #saas