Post on 12-Apr-2017
PRODUCED BY
Customer Success at the Enterprise
PRODUCED BY PRODUCED BY
About Me
Somit Goyal Global Head of Customer Success Microsoft Dynamics 365
PRODUCED BY PRODUCED BY
Mission: To help our customers achieve continuous business value by driving deep adoption of our solutions, thereby making them passionate advocates of Microsoft Dynamics 365
CS Strategy & Operations CS Field
Adoption
Advocacy Business Value
Tools & Reporting Americas EMEA
Asia
PRODUCED BY
Firefighters to relationship managers to business process & adoption experts
§ Success & Adoption Journeys
§ Adoption IP § Voice of the Customer § CS/Sales alignment
§ Build vs. Buy § Customer Health § Risks & Opportunities § Adoption Insights
§ Metrics – Usage, Renewals, Advocacy
§ Monthly Business Reviews
§ Live Wires etc.
PRODUCED BY
Complexities in a Large Enterprise
Organization Product & Licensing Customers § Multiple products,
multiple SKUs § Enterprise
Agreements
§ Multiple customer facing roles
§ Matrix complexity
§ Global organizations § Multiple projects &
executive sponsors
§ Should CSMs be generalists or specialists?
§ Clear role accountability
§ What’s the right CS Org structure?
§ Clear separation of New and Recurring revenue
§ Incentives & Compensation e.g. renewal accountability
§ Support of multi-product and multi-SKU scenarios
§ Health measurement at a deployment level
§ Cross-org visibility to CS processes & data
§ Interaction model between CS and other matrixed functions (sales, product, support etc.)
§ CS Processes for global organizations
§ Ownership of scale CS motions
PRODUCED BY
Customer Success Maturity Model
Reactive Proactive Intelligent Agile
Support-like function Largely Unknown
Relationship Management Business-facing
Adoption Champions
Business Process Expertise
No process definition Some defined process Playbooks, Surveys & Advocacy Sales-CSM Collaboration
CS is org philosophy Seamless CS processes across
segments
No system of record XLS and Word
Basic CRM and usage data No integrations
Customer Health insights System suggests actions
Sophisticated Customer Lifecycle Management system
PRODUCED BY
Lessons Learned
§ Top down commitment may not exist. Needs to be built ground up.
§ Role clarity. Role clarity. Role clarity!
§ Build a network of evangelists
§ Keep abreast of the industry best practices and imbibe them
§ Invest in technology early
§ Keep ROI top of mind
§ It’s a journey. Raise the bar constantly
PRODUCED BY
THANK YOU http://www.linkedin.com/in/somitgoyal