Conference Presentation

How Microsoft Has Used Customer Journeys to Bring Sales, Services, and Customer Success Together

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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.

Authored By:

Microsoft

Publish Date: May 8, 2018

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