Customer SuccessCon Europe 2017

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.