Customer Success at the Enterprise

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From Customer Success Summit 2017 - Somit Goyal, Global Head of Customer Success at Microsoft discusses, "Customer Success at the Enterprise". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

Software

PRODUCED BY
Customer Success at the
Enterprise

PRODUCED BYPRODUCED BY
About Me
Somit Goyal
Global Head of Customer Success
Microsoft Dynamics 365

PRODUCED BYPRODUCED 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
OrganizationProduct & 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

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Customer Success at the Enterprise

1. PRODUCED BY Customer Success at the Enterprise

2. PRODUCED BYPRODUCED BY About Me Somit Goyal Global Head of Customer Success Microsoft Dynamics 365

3. PRODUCED BYPRODUCED 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

4. 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.

5. PRODUCED BY Complexities in a Large Enterprise OrganizationProduct & 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

6. 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

7. 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

8. PRODUCED BY THANK YOU http://www.linkedin.com/in/somitgoyal

Customer Success at the Enterprise

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