Learn how aligning everyone in your company around the same customer experience is essential to meeting and exceeding customer expectations. Get advice on how to orient your model and overcome challenges with a common language to support change.

Kerri Brown, Head of Customer Success Strategy Execution, SAP

Kerri leads the global team of customer success strategy and execution experts at SAP, one of the world’s leading producers of software for the management of business processes, developing solutions that facilitate effective data processing and information flow across organizations. In her role, she guides efforts to centralize and unify end-to-end customer engagement roles and processes across all geographies and functions including sales, services, engagement, and renewals.

“When we first launched Totango, we had a lot of customer success professionals who'd been with us for a while, and they were definitely domain experts. And so the idea that we would institute a tool that would tell them what to do and when to do it was something that they had to understand. ‘Why? I already know what my job is. Do I really need a tool to do it?’

Well, no, you don't need a tool to tell you. Of course we know that, but what you do need is everyone orchestrated around the same customer experience in order to deliver upon the expectations of our customers.” - Kerri Brown

Timestamp Topics

(04:50) First steps of a CS initiative 

(08:02) Getting aligned 

(08:54) Biggest CS challenges

(15:28) SAP’s culture of innovation

(22:50) Domain experts vs CS professionals

(26:32) SAP’s CS model 

(33:48) Make it about the customer 

(37:53) Quick hits

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