1. Customer Success LOVE formula. Our approach towards Customer Success & Project Management: principles, processes, tools. 2. Setting up Salesforce for clients management. How we combine prospects and customers management processes in one CRM? 3. Communication automation. What tools we use to automate communications with our customers and to help CSMs to be more efficient and cover more projects per one CSM? 4. Automatic revenue planning. How we calculate customers revenue for P&L management? 5. Predicting customers churn rate. What methods and tools we use to define customers at risks? 6. CSMs’ efforts prioritizing. How we define Customer Success focus to plan and prioritize CSMs efforts?