Community for High-Touch Customer Success

Session Abstract

Customer community…for 100 customers?!  Yes indeed!  Customer communities have been unfairly viewed as nice-to-have case deflection tools, but if used properly can become the cornerstone of your digital customer success strategy, even in high-touch engagements.  In this session, Alex Farmer, Vice President of Customer Success at Cognite and founder of Customer Success Excellence, will share how Cognite put customer community at the center of their high-touch success model, using community to reduce friction for customers, increase product usage, and drive ARR expansion.