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.

Business

Stephanie Birnstiel
Head of Customer Success
Customer success….matters!

› Let’s make sense of it
Customer… what?
Customer… excellence?
Customer… satisfaction?
Customer
Success!

› 5 Key Points
 Proactive
 Customer-centric
 Specialization
 Maximizing value
 Responsible for stability

› Specialization
Customer Success TeamProfessional Services Team

› The Customer Success Department
 Proactive
 Customer-centric
 Specialization
 Maximizing value
 Responsible for stability

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