Allison Pickens

Sasha Anderson, Global Head of Customer Success at Canva, dives into the nuances of consumption-based pricing and its impact on customer engagement. Dan Barrett, Executive VP at MongoDB, highlights the necessity of aligning customer expectations with tangible value demonstration. Allison Pickens, co-author of The Customer Success Economy, discusses the urgent need to reduce churn by understanding internal factors that drive customer turnover. Together, they emphasize data analysis, cross-team alignment, and strategic transparency as keys to thriving in customer success.

Allison Pickens, COO at Gainsight, discusses the importance of strategic planning in customer success, the alignment of customer success and product management, and strategies for building a CS team on a tight budget. She also highlights the growing importance of product marketing and customer success in driving sales and marketing.

Join Allison Pickens of Gainsight, Krista Anderson-Copperman from Okta, and Hatima Shafique of Databricks as they dive into the rise of the Chief Customer Officer (CCO) role. They discuss how the CCO differs from traditional customer success roles and the growing importance of this position in harmonizing customer interactions across organizations. The conversation highlights the evolving nature of customer success in subscription models, the impact of customer satisfaction metrics like NPS, and the strategic value CCOs bring to long-term business growth.