About
Transitioning customers from a high-touch to a tech-touch strategy can be tricky. How do you make the switch without making your customers unhappy?

We’ll answer this question on May 26 at 6pm CET as Looker’s Brian LaFaille and inSided’s Remco de Vries dive into Looker’s approach to tech-touch.

Plus, we’ll tackle some of the most pressing questions from CS professionals when it comes to implementing a digital-led CS program.

You don’t want to miss this one!

Register now to secure your spot.
Agenda
  • How does Looker define a tech-touch strategy?
  • What’s a pool-based approach? (And why is that approach used for 96% of Looker’s customers?)
  • What are the core channels used in Looker’s strategy? And how do they use them?
  • What data points do they look at to understand what’s working/not working?
  • What’s the role of a customer community in Looker’s tech-touch strategy? (And why is it vital?)
  • How do you make the transition from a high-touch to a tech-touch approach without making your customers unhappy?
  • And much more!
Presenters
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Brian LaFaille
Customer Success at Looker
Brian has spent 15+ years building and scaling post-sales teams in the SaaS space. He’s led Support, Account Management, and Customer Success teams. Most recently he was the first Customer Success hire at Looker where he scaled the Customer Success division to support 3k+ enterprise customers & $300M+ in ARR with a successful acquisition by Google Cloud. He now serves as a Program Management lead in Customer Success for Google Cloud and advises early-stage & growth companies on Customer Success strategy through Gradient Ventures & CapitalG.
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Remco de Vries
VP of Marketing
Remco is the VP of Marketing at inSided, the only community platform built specifically for Customer Success. Remco has fallen in love with the ever-developing world of Customer Success.
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