customer success management is key to b2b cx management · president, customer success, bmc sanders...

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CX NYC 2018

TJ Keitt, Senior Analyst

Customer Success Management Is Key To B2B CX Management

Sponsored by Confirmit

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› Adobe › Google

› ADP › Hubspot

› BMC Software › IBM

› Box › Microsoft

› CA Technologies › Oracle

› Cisco › SAI Global

› Citrix › Salesforce

› DocuSign › Tableau Software

› General Electric › Zuora

Many companies embrace customer success

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“A four point improvement in Net Promoter Score

correlates to a 1% increase in shipping volume.”

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Source: Customer Collaboration Powers B2B Customer Experience

This is achieved through a value exchange

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You need consistency in value definition

Source: “Customer Success Management Is The Key To Outstanding B2B Customer Experiences” Forrester report

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Everyone here affects the customer experience

because you shape perceptions of value.

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Fortunately, we already have a framework

Measurement

Prioritization

Enablement

Research

Culture

Design

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› Constant interaction to foster understanding

› Needs analysis to prioritize improvements

› Frequent conversation to guide design decisions

› Coordination of experience delivery

› Innovative ways to measure the business impact

› Methods to tie customer success to employee success

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This is simply extending CS’s traditional roles

Source: “Customer Success Management Is The Key To Outstanding B2B Customer Experiences” Forrester report

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But you have to be willing to take an unknown path.

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“Talk to me again in a year, and I

imagine my organization will

have a different design.”

– Dayton Semerjian, General Manager, Global

Customer Success and Support, CA Technologies

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Our questions for today:

› What are the evolving models for customer success?

› How are customer success practitioners affecting CX?

› How are they proving customer success’s benefits?

› What are the economic models to sustain customer

success?

› What does customer success tell us about CX’s

evolution?

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Meet the panel

John D’Addario

Director of

Customer Success

Strategy, PTC

Greg Myers

Chief Customer

Officer, Americas &

EMEA, Vice

President, Customer

Success, BMC

Sanders Slavens

Executive VP,

Professional

Services, Customer

Success & Product

Support, IBM

Collaboration

Portfolio

Thank youTJ Keitt

+ 617.613.6403

tkeitt@forrester.com

@tjkeitt

For further reference

How To Build A Customer

Success Program

The Five Things You Need To

Effectively Deliver Customer

Success