While Customer Success is becoming an important discipline and strategy for growth in the software industry Born-in-the-Cloud and SaaS Startups are building out this function quickly. As a traditional software company that grows organically and an-organically, Siemens Digital Industries Software customers are still faced with large IT infrastructures with big installed bases on perpetual license models. As the tech industry is making its path to new business models based on subscription, Siemens Digital Industries Software has started to prepare its organization for the future market that will be based on recurring revenue models. The main driver is long term customer growth. I will share initiatives from multiple business areas - from professional services, to managed services, learning services and support that have started to invest in Customer Success. You’ll learn about the change management and the challenges the business has when trying to converge offerings to improve customer experience and outcomes.
Tracks: Customer Success, Industrial Equipment, Interactive Breakout