Our philosophy
Whether you are new in the Success area, a seasoned professional or a leader, Success management is never the same job. One day you work as an account manager for a Saas product, another day you support clients on the telephone, and sometimes you even directly manage projects. The reason for the Success management development lies in the necessity to handle multiple tasks from different domains: Success, Experience and Account management*.
*Ulaga, Wolfgang, Andreas Eggert, and Anna Gehring. 2020. "Customer Success - The Next Frontier in Business Markets?" Marketing Weiterdenken, Springer Gabler.
To learn more about Success, Experience and Account management
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Assure that customers reach their goals:
Clarify the expectations, adapt success plans and explain key results
Support client with its requests, provide documentation and find technical help
Find use cases potentially solving client challenges
Analyse product and service usage to discover potential churn
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Holistic perception of the relationship
Assure positive customer experience with any function; take ownership of escalations
Communicate proactively with customers considering the situation
Develop technical lock-in features with Product Management (Increase pain to change)
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Value realization and moment of trust & truth
Business meeting with main stakeholders to confirm Success and Experience
Present product roadmap and company strategy, share insights, invite ad-hoc stakeholders
Discuss the potential of growth
Renew and adapt the contract considering the situation