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Conference Presentation

Changing Engagement Models: Establishing Customer Success

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Deepinder and Stephen are Customer Success Leaders with 40+ years of combined customer facing experience. In this session, they will draw upon their learnings at Microsoft and share key concepts that can help you mobilize your Customer Success (CS) function for maximum impact. Customer Success: What is it and what it’s not. Why do you need it? What should be the primary focus? Who benefits? Customer Success Strategy: Does one size fit all? How do you tailor it to your corporate strategy, product lifecycle, and customer base? What are the right Objectives & Key Results (OKRs)? Customer Success System: What makes up a comprehensive and effective Customer Success system? Is it just the Customer Success Managers (CSMs) and Customer Success Engineers (CSEs)? What other infrastructure and roles are needed to support a successful CS practice? Customer Success Business Case: How to measure and demonstrate bottom-line impact to your CFO/CEO? Should you monetize Customer Success?

Presented By:

Deepinder Singh

Customer Success Global Leader, Microsoft

Stephen Sorenson

Americas Customer Success Leader, Microsoft

Publish Date: May 27, 2022

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