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When Microsoft created its Customer Success organization, the expectation was to help customers succeed on their digital transformation journey. Recognizing that most of the customer journeys we had were centered around Sales and Marketing, and didn't properly cover adoption and post sales where Customer Success, Services, and our partners did the majority of their engagement, the Services and Customer Success teams got together to change the approach. As a result, the customer journey combined with data insights has opened up great visibility to where services and partners can help our customers. This session will cover what we learned while going through our journey mapping process, how Sales, Services, Customer Success, and Engineering were connected, and provide some strategic recommendations about how others might take a similar approach to blend services and sales motions.
Publish Date: May 8, 2018
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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