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When SaaS burst onto the scene in the early 2000s, it turned B2B customer support on its head by introducing the concept of "customer success" and highlighting the importance of winning over the end user. Walt Weisner, RingCentral's Senior Vice President of Global Customer Care, shares insights from his 13 years working in a fast-changing customer care landscape, including advice for how companies can deliver customer experience to insure success with SaaS customers, such as: Partnering early and closely with customer IT departments, who act as gatekeepers to successful deployment and adoption of new services. Treating the first 90 days after deployment as the success deadline. Tying customer experience to company-wide compensation and recognition. Continually pushing the envelope in terms of standards for what customer success means; to deliver the very best service, every goal should be a stretch goal.
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Peg Rodarmel, SVP, Subscription Services, Infor
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