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Customer Success at the Enterprise

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About Me

Somit Goyal Global Head of Customer Success Microsoft Dynamics 365

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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

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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.

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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

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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

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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

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THANK YOU http://www.linkedin.com/in/somitgoyal