Stephanie Birnstiel - Customer success matters - Transversal customer summit 2016
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Stephanie Birnstiel discusses the importance of customer success. She outlines 5 key points of customer success: being proactive, customer-centric, specialized, maximizing value, and responsible for stability. Customer success matters by proactively ensuring customers get the most value from solutions through a dedicated, specialized team focused on customer needs and responsible for the customer's ongoing success and stability with the solution.
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Stephanie Birnstiel - Customer success matters - Transversal customer summit 2016
- 1. Stephanie Birnstiel Head of Customer Success Customer success….matters!
- 2. › Let’s make sense of it Customer… what? Customer… excellence? Customer… satisfaction? Customer Success!
- 3. › 5 Key Points Proactive Customer-centric Specialization Maximizing value Responsible for stability
- 4. › Proactive
- 7. › Specialization Customer Success TeamProfessional Services Team
- 11. › Responsible for stability
- 12. › The Customer Success Department Proactive Customer-centric Specialization Maximizing value Responsible for stability
Hinweis der Redaktion
- new initiative, new approach, new department launched in April, first few introductions done questions that came up so far were: Customer excellence = customer service; customer satisfaction = HOW we deliver Customer success = WHAT we deliver *leading to* customer success AND: “providing you with what you want”, vs. “what you need” Why have we launched it and why does it matter? Before explaining 5 cornerstones of our approach => interactive audience bit
- Proactive dedicated to nurture our customers, work closely with them, with a proactive approach engagement so far with Consultants/Project Managers and the Technical Support Team = reactive nature of our work not in the reactive spectrum – stays entirely with those teams What does that mean for you? more contact from us, more regular contact, more dedicated time for each of the involved tasks we proactively build relationships, work with your requirements, consider the current situation in your organisation we check in with you so you know we are there for you, paying attention to what you do
- Customer-centric two-pronged approach we are entirely focused on the customer – voice of the customer, ‘customer on-site’ within Transversal, advocate for our customers’ requirements we are also the internal hub for Customer Success related initiatives, touch points into all Transversal departments What does that mean for you? we listen and advise – to you and internal teams we make sure your voice gets heard even if you’re not around we are working with all internal teams in order to help you to get the best out of your solution; e.g. UX sessions, influence on product development priorities, involvement in Research
- Specialization everyone knows the issue associated with having too many hats on CS is a wider initiative and programme, PS hats one of the catalysts (explain PS setup) new approach = facilitate the best service across our business, to deliver the best value to you approach facilitates that our Consultants have more time to specialize in their field CS team = your trusted advisor, not part of Sales team, not part of project team
- Specialization PS: Project delivery / Account management / Technical consultancy CS: Regular extended customer engagement / Various engagement models / Trusted advisor Your dedicated Consultant contact is focused on project delivery, account management and consultancy, whilst the Customer Success contact looks after the regular extended customer engagement (e.g. Account Reviews). What does that mean for you? clarifies one of the most FAQs from first introductions provides you with dedicated contacts for dedicated remits – and each having more time to work with you gives you a more direct line into our product, helping to shape it
- Maximizing value all our customers and implementations are diamonds – some rough, some polished – all deserving attention to make them shine as much as we can CS aim = work closely with our customers to make sure a truly relevant solution is in place at all times how – by asking questions! (business drivers, utilisation, successful, measurement, legacy, value, get most out of it)
- What does that mean for you? better understanding of your business = better understanding for a relevant solution not only maximise value, but also make sure you can measure that value – ongoing work (feeds into building the department) Research team, completely new ways of providing data to you showing value expanding our service offering
- Responsible for stability brings us back to the first image – nurturing & complete focus on you involved from point-of-sale to implementation deployment, covering the entire lifecycle and (especially) beyond What does that mean for you? dedicated to facilitating the highest possible level of truly happy customers (call us > happy, looked after) want to make you successful in working with your own customers and users (goal: made you successful in connecting people to knowledge My personal goal for CS department: if you see, year on year, the value in your solution without having to SEARCH for it.
- Tie in with interactive piece from the beginning.