"You should go see people in their habitat," Arno Langbehn, CEO, B. Behr's Verlag GmbH & Co. KG., told attendees last year in his Pre-Conference workshop on new products at SIPA Annual 2016. (Check out the three excellent Pre-Conference workshops at SIPA Annual 2017 here.)

An introduction one of the newest members to join SIIA’s Software & Services Division, Zendesk. An exclusive interview with the VP of Global Regional and Partner Marketing, Julie Knight, to learn a little more about software for managing customer relationships. 

Today the SSD community gathered to discover how to build a desired customer experience. While many companies have taken steps to define a remarkable and differentiated journey for their customers, significant gaps often exist between the “as-is” and “to-be” experience.  John Zuk, a Principal with Waterstone Management Group, discussed some of the pitfalls that companies face when building the structure and capabilities needed to deliver their desired customer experience as well as accelerators that can help deliver results more quickly.

A guest post contributed by ClientSuccess. ClientSuccess is a customer success management platform that provides actionable insights, rich customer analytics, and best practices that will help you maximize the lifetime value of your customers. Follow ClientSuccess on Twitter @clientsuccess