Will customer experience overtake price and product as the key brand differentiator?
Customer Success in the SaaS Target Audience:
Senior non-technical Cloud Commercial or Customer Experience Leads, Business Decision Makers, Services Leads.
Overview
§ What is customer success, why it’s not just an enterprise play
§ What maturity level is your organisation at
§ Customer centricity – measuring success with customer business value outcomes not internal KPIs
§ Learnings from the Microsoft CS journey – tooling, telemetry, AI & ML
§ Impacting the bottom line – monetising customer success, why it’s the new Sales, why VCs are looking for customer success capability during SaaS due diligence
About Liam
Liam is a Customer Success Director working in Microsoft’s Western Europe headquarter team. He leads a team of customer success managers, and consultants in 12 countries, supporting Cloud customers of Microsoft Dynamics CRM, ERP and low-code Platform solutions. As a customer success subject matter expert he has contributed to the process, IP and assets now used in the tech sector’s largest customer success unit, which has grown from 60 people to 3,000 globally in less than 2 year.
To book your place send an email to Jo jmullins@itag.ie
