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Tuesday, April 18 • 3:00pm - 3:45pm
Building the Customer-focussed Organization LIMITED

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Limited Capacity seats available

Sound familiar?  "We had our CSM’s, but the Customer Journey was not clear to the company as a whole.  Each team dealt only with their own silo, and there was hardly any cooperation.  We realized that we had to change the way we worked, to move from ‘silos’ to ‘squads’ that worked together to meet the customers’ needs."

Since we were young and agile, we thought we were very customer focussed and centric, when the reality was that we were sales-focussed. We found that we needed to change.

In this session, I’ll share the experience of making that change — what happened along the way, what worked, and what did not, and how we resolved it. Each touchpoint or transition point in the customers life is critical with your company. From sales to onboarding, to customer success, to support but also customer marketing, invoicing, etc.

You’ll walk away from this session with more insights on how to get your organization customer centric, and what to expect when making the change in the organization from thinking you are customer focussed to actually being customer focussed.

Speakers
avatar for Martine Niermans

Martine Niermans

Principal, Q10 Consultancy
Martine has a passion for customer service and Customer Success. Due to her international upbringing she came in contact with different cultures from an early age. She took the best of all worlds in terms of service and this is how she takes customer success to the next level. She... Read More →


Tuesday April 18, 2017 3:00pm - 3:45pm BST
Aldwych

Attendees (1)