Change Leadership: How Harvard Business Publishing Used a Gainsight Implementation to Transform CS
Kate Peter, Global Head of Customer Success & Digital Center of Excellence, Harvard Business Publishing - Customer Success has always been hard but driving transformative change through Customer Success in 2023 can seem like an insurmountable challenge. However, this session offers an exciting opportunity to shift your perspective and approach these challenges with a positive and realistic lens. As a leader, you have the power to motivate your organization with the thrill of once-thought-impossible triumphs. The proof is within the experiences of Harvard Business Publishing. HBP delivers a catalog of digital, blended and on-campus leadership training solutions to leading organizations across the world. Their CS team is responsible for managing everything from stakeholder alignment and success planning to product adoption and risk management. And while they help leaders around the world manage change, setting out to massively evolve their post-sales customer experience within their own organization required them to drink their own champagne in a way they had never experienced before. In less than one year, the transformation included: 1) Gaining executive alignment on the CS vision, 2) Launching a cross-functional risk management program, 3) Implementing Gainsight, 4) Building an outcomes-focused customer journey, 5) Expanding global operations, 6) Introducing key financial success metrics. Join this session for an inspiring look behind the scenes and “take out your phone and snap a picture worthy” slides filled with key learnings.
