Building customer success for Enterprise B2B SaaS w/ Matt Myszkowski

Matt Myszkowski joins us to talk about how he's part of the team building customer success at SAP. He's the VP for EMEA and has unique challenges when working Inside of a 90,000 person organization.

• Building a Board Area and concentration around Customer Success
• Change In the way leadership talks about Customer Success
• Outcomes-based approach to the customer success team
• Do we charge for customer success? Can this model work?
  • Preferred Success (For the cloud-based portfolio of customers)
    • Enhanced SLAs - tends to have a degree of value for some
    • Learning resources - help drive adoption and consumption
    • Success Resources - mini consulting packages
• 3xO Model
  • Outcomes - the Big Idea
  • Objectives - the SMART goals to get to the Outcomes
  • Operational Tactics - day-to-day basis
• Let's elevate the conversations with our customers
• Adoption Is the vehicle to get an outcome

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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.

Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach