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Katriona Lord-Levins at Autodesk will speak to the reality of the convergence we are hearing about. She will cover how she shifted from a support organization + a consulting organization to One Customer Success organization. This shift encompassed a change in mind set, skill set and tool set. Establishing new success metrics to change behaviors of ex support people (heroic) and consulting people ($ driven) and putting customer success at the center. These metrics are designed to increase adoption and establish Autodesk as a clear level 3 provider. Part of the shift was to put our Customer Success Plan at the center in partnership with our full account team and created standardized Customer Success Blueprints (industry specific and foundational) allow us to provide fast, scalable outcome orientated solutions to drive adoption of our technologies. In addition to this, the introduction of consumption analytics provides us with constant visibility into Customer utilization allowing us to created data driven customer success plans as well as benchmarking our customers to help them understand how they can learn and improve from their peers.
Senior Program Manager, Autodesk
Publish Date: May 3, 2017
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