Considered as one of the 7th most influential woman to follow in 2018 by Gainsight in the Customer Success world, Sue is one of the main Customer Success pioneers and evangelists in Europe. She has worn a variety of hats working in sales, customer service, change management and consulting. Sue is also the founder of Success Track Enterprise, providing customer success consultancy services to recurring revenue companies based or setting up in Europe. She has co-founded Customer Success Europe and meet-ups in Paris in Lisbon and is a regular speaker at events like Pulse Europe, SuccessCon London and Customer Success Unplugged. She is a mentor at Oracle start-up accelerator to help member companies with their customer success programmes.
Data : Key Driver of Customer Journey Success
According to TSIA* research, out of their top performers, 100% had put a customer journey map into place. Their renewal rates were 10% higher and expansion rates 26% higher than companies who had not put a customer journey map into place. In the age of the customer, customer journey mapping and milestone data collection, analysis and actions are key for customer-centric companies. This session proposes a pragmatic framework for customer journey mapping, emphasising the required data across the journey milestones.
*Technology Service Industry Association