Top Customer Success Sessions at INBOUND 2024

HubSpot's INBOUND conference has traditionally been a hub for marketing and sales professionals, but times are changing. This year, INBOUND 2024 is making a clear statement: customer success is no longer an afterthought—it's a primary focus.

At Arrows, we've been advocating for running customer success in HubSpot for years now and it's pretty awesome to see the topics at INBOUND finally catching up. This year's conference in Boston (September 18-20, 2024) has some great talks lined up for CS folks.

PS: Arrows is hosting a pre-INBOUND Steal This Beer happy hour right next to the convention center on Tuesday, September 17th. 👉 RSVP here!

Let's explore the top sessions that showcase how HubSpot's evolving platform is making space for customer success strategies:

1. Seamless Success: How HubSpot Evolved the Post-Sale Process

🌟 Arrows' CEO, Daniel Zarick, will be speaking at this session - we'll see you there!

Unlock the potential of HubSpot beyond sales and marketing with insights on crafting a successful customer success program. Gain tactical playbooks, behind-the-scenes knowledge from the HubSpot team behind Service Hub, and discover the capabilities of HubSpot-centric tools like Arrows. Recommended for teams looking to leverage HubSpot for enhanced customer success strategies.

📆 Wednesday, September 18
⏰ 3:30PM - 4:00PM
📍 HubSpot Heroes Stage
👉 Add it to your calendar here

2. Improve Retention in the New Era of Customer Success

🌟 Don't miss this session led by two of our favorites: Paul Weston, GM of Service Hub, and Collette King, Product Lead for Service Hub.

Discover the vital insights that business leaders are using to drive retention. Explore the new customer success tools in HubSpot, learn best practices, and find focus areas for enhancing retention and driving expansion. Ideal for Customer Experience leaders and teams seeking to elevate their customer management strategies. In this session, you will learn how CX Leaders should be thinking about retention in 2025, best practices for running customer success inside HubSpot, and focus areas for improving retention using HubSpot’s tool set.

📆 Thursday, September 19
⏰ 1:15PM - 2:00PM
📍 HubSpot Heroes Stage
👉 Add it to your calendar here

3. HubSpot Spotlight

🌟 While we don't know the exact content of this year's spotlight session yet, we have a hunch that there will be some talk about HubSpot's new focus on post-sales!

HubSpot leaders Yamini Rangan, CEO, Dharmesh Shah, co-founder and CTO, and Andy Pitre, EVP, product, will take the Main Stage on Wednesday, September 18 to open INBOUND; unpack the latest trends in AI, marketing, sales, and service; and announce innovations from across the HubSpot platform.

📆 Wednesday, September 18
⏰ 9:30AM - 10:45AM
📍 Main Stage
👉 Add it to your calendar here

4. Aligning Revenue Leadership with Your Customer Lifecycle

Join SmartBug CEO, Jen Spencer, as she shares how her team blends vision and data to navigate dynamic fields like marketing, sales, product, and customer success. Discover how this team identifies and resolves friction points to transform your business into a customer-first powerhouse, ensuring long-term success. In this session you will learn the impact of revenue meetings on bottom-line results, strategies for successful revenue leadership all-hands meetings, coordinated revenue leadership across the full customer lifecycle, and best practices across the business in engagement alignment.

📆 Friday, September 20
⏰ 9:45AM - 10:30AM
📍 Education Session 1 (253)
👉 Add it to your calendar here

5. Top 3 CX Lessons for Converting Detractors to Promoters

Today’s consumer craves simplicity, personalization and affordability. Consumer expectations are constantly evolving and organizations should evolve alongside of them. CVS Health's consumer-centric strategy has converted 45% of detractors into promoters. In this fireside chat discover how embracing a data-centered approach to feedback collection, closing the loop with all consumers, solving pervasive issues and cultivating a consumer-centric culture among colleagues drives loyalty and satisfaction among consumers — turning critics into advocates.

📆 Friday, September 20
⏰ 9:00AM - 9:30AM
📍 Main Stage
👉 Add it to your calendar here

6. Making Company and Customers Actually Listen to Each Other

Evan Hamilton led Community at Reddit, where the company relies on tens of thousands to keep the site active and healthy. Despite this reliance, Reddit has had two massive moderator protests in the last ten years. The five years where moderator unrest barely made the news? That's when Evan was there. In this workshop, Evan will dive deep on the tactical programs that will ensure your company listens to your customers and that your customers don't derail your teams—all rooted in his experience and behavioral psychology.

📆 Thursday, September 19
⏰ 9:45AM - 11:15AM
📍 Deep Dive 5 (104)
👉 Add it to your calendar here

7. How Customer Support Can Unlock Your Next Marketing Campaign

Discover how integrating service activities into your marketing strategy can fuel innovative campaigns. Learn to leverage customer advocacy, collaborate with service teams, identify pain points, and utilize customer insights effectively for marketing success. Ideal for marketers seeking to enhance their campaigns through a customer-centric approach.

📆 Wednesday, September 18
⏰ 12:15PM - 1:00PM
📍 Education Session 4 (210BC)
👉 Add it to your calendar here

8. Reap the Rewards: How to Cultivate Customer Loyalty

Learn from James Maiocco, chief operating officer at Barn2Door on how they leverage HubSpot to provide exemplary customer service to thousands of farmers and suppliers across all 50 states in the United States. Recommended for teams looking to reinvent their customer experience and drive revenue retention for their business.

📆 Friday, September 20
⏰ 9:30AM - 10:00AM
📍 HubSpot Heroes Stage
👉 Add it to your calendar here

9. Data Driven Growth: How the Best GTM Teams Use Data to Win

In this 45-minute session, you will discover the secrets of success behind the world’s leading go-to-market (GTM) teams at Samsara, Rippling, Clearbit, and HubSpot. Learn how these teams are using data to dominate their markets. We'll delve into topics such as understanding your total addressable market, creating an ideal customer profile, identifying buying intent, and maximizing conversion rates. All with real-world examples from these top teams over the last 18 months!

📆 Thursday, September 19
⏰ 11:30AM - 12:15PM
📍 Education Session 2 (205)
👉 Add it to your calendar here

10. The Future of AI-Driven Engagement with ChatSpot and HubSpot

Dive into the future of AI-driven customer engagement with Connor Jeffers and Dylan Sellberg, as they explore ChatSpot. This session will unveil how integrating advanced AI chat capabilities with HubSpot's robust marketing, sales, and service platform can elevate customer journeys, personalize interactions, and drive unprecedented levels of customer satisfaction and business growth. Join this session to learn how to leverage AI for personalized customer journeys, integrate ChatGPT with HubSpot for enhanced engagement, practical strategies for implementing ChatSpot in your business operations.

📆 Friday, September 20
⏰ 9:45AM - 10:30AM
📍 Education Session 2 (205)
👉 Add it to your calendar here

11. AI Impact: Leveraging AI to Scale Your Go-To-Market

According to HubSpot for Startups' research, nearly 90% of startups have seen positive outcomes in incorporating AI in their GTM. But HOW exactly are they leveraging this technology to drive faster growth? Join us for an in-depth panel discussion with leading AI powered startups who will share how to leverage this technology to streamline operations, increase productivity, and ultimately drive better outcomes for your customers. We'll dive into the latest tools, trends, best practices, and emerging opportunities for startups looking to utilize the power of AI to stay ahead of the curve.

📆 Friday, September 20
⏰ 11:00AM - 11:45PM
📍 Education Session 4 (210BC)
👉 Add it to your calendar here

12. Reinvent Customer Relationships: AI, Data, and Smart CRM

Data and AI are transforming customer experiences. Join us on a journey through data evolution - from limited insights to 'big data' to intelligent data. Discover strategies from HubSpot's research and insights to optimize customer relationships and drive business performance. Unlock the power of data with AI and a Smart CRM for exceptional outcomes and stay ahead in the world of intelligent data. In this session, learn how the most innovative and successful companies are leveraging AI, Smart CRM, and data to achieve extraordinary outcomes and stay ahead of the curve.

📆 Wednesday, September 18
⏰ 2:45PM - 3:30PM
📍 Education Session 3 (210A)
👉 Add it to your calendar here

13. 5 Mega Trends that are Defining the Future of Go-To-Market

In this session, Sangram Vajre will unveil a brand new benchmark research on the five mega trends that are transforming go-to-market. This research will showcase new frameworks on how GTM is better together for teams (I.e. marketing, sales, customer success, RevOps, and product) and technologies. Join this session to learn how enterprise companies like IBM, Twilio, and Mastercard run go-to-market, why GTM needs to go beyond sales and marketing, the Frameworks and Metrics that modern companies need to use to run their go-to-market, and what does a modern go-to-market tech stack look like.

📆 Wednesday, September 18
⏰ 1:30PM - 2:00PM
📍 INBOUND Originals Stage
👉 Add it to your calendar here

14. State of HubSpot 2024: How the Best Do It Different

Revenue leaders have to choose: stand still and fail slowly, or blaze new trails and take on the risks and rewards that come with GTM innovation. Led by the brightest thinkers in the HubSpot Ecosystem, our panel will answer the hard questions on how to be more customer-centric, where to invest in your CRM, and how to take advantage of AI.

📆 Friday, September 20
⏰ 10:30AM - 11:00AM
📍 HubSpot Heroes Stage
👉 Add it to your calendar here

15. Optimizing HubSpot: Things Every Super Admin Needs to Know

HubSpot admins are the unsung heroes of their organizations. They're responsible for implementing, optimizing, and troubleshooting all things HubSpot, and they're usually self-taught in all three areas. Join HubSpot Academy Evangelist, Kyle Jepson, as he shares the strategies, skills, and tricks that will help any admin succeed in their role. This session will be focused on optimizing HubSpot. Be sure to also check out Kyle’s sessions on implementing and troubleshooting!

📆 Thursday, September 19
⏰ 9:45AM - 10:30AM
📍 Education Session 5 (Level 3 BRM)
👉 Add it to your calendar here

‍
What's Next for Customer Success at INBOUND 2024

INBOUND 2024 is shaping up to be a big event for customer success professionals. The sessions we've highlighted show just how far HubSpot has come in supporting CS teams - something we at Arrows have been pushing for years.

We're particularly keen on seeing how these talks will showcase the power of HubSpot as the Connected Platform in managing the entire customer lifecycle. It's an exciting time for CS, and we're glad to see INBOUND reflecting that.

If you're heading to Boston, swing by and chat with the Arrows team. We'd love to hear your thoughts on these sessions and compare notes on the future of CS in HubSpot.

PS. Don't miss our pre-conference Steal This Beer happy hour! Join the Arrows team on Tuesday, September 17th from 5-8pm at the Westin Lobby Bar. It's a perfect chance to network and get excited for the sessions ahead. Open to all INBOUND attendees 👉 RSVP here!

Looking forward to seeing you there!