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Customer Success is gauged by how well a customer achieves the objectives that customer purchased the software solution to meet. While Customer Success managers at BMC Software engage both on-premise and SaaS customers, they encounter unique challenges defining Customer Success Plans (CSP) for on-premise customers due to the limited visibility into their environment. We’ll share how the CSP is built, managed, and measured with our on-premise customers leveraging a business value methodology. We’ll also share how the Customer Success organization drives systemic change within BMC Software based upon trends identified through CSP execution.
Senior Director, Customer Success, BMC Software
Director, Customer Success - Americas, BMC Software
Publish Date: May 7, 2013
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Peg Rodarmel, SVP, Subscription Services, Infor
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