The real value of a Customer Success Manager (CSM) in a SAAS world - by Andy Butz

In this video, Andy Butz is going to be talking about the real value of a Customer Success Manager (CSM) in a SAAS (Software as a Service) world. Andy is an Enterprise Customer Success Manager, in Munich, Germany.

Check out the written article on Linkedin: https://www.linkedin.com/pulse/real-value-customer-success-manager-csm-saas-world-role-andy-butz-

Follow me on Linkedin: https://www.linkedin.com/in/andybutz/

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I have been talking to a lot of different companies about building up a Customer Success Management section in their business model and it's meaning to the companies culture and core-values.

10 different companies, 10 different opinions on the responsibilities of a Customer Success Manager!

By asking those companies about their vision of a successful CSM department, we have then mostly be talking about a couple of other "similar" roles, instead of focusing on their customers' sustainable success. Companies are talking about Customer Success but in reality they are looking for:

- Key Account Managers
- Escalation Managers
- Renewal Managers
- Extension of the Sales rep
- Trainers
- Support Reps

Having said that, I would like to describe my idea of a great Customer Success Manager...

Customer Success = Business Value Realization

Тэги:

#CSM #Success #Customer_Success_Manager #Customer_Success #Key_Account_Manager #Sustainable_Success #Change_Management #ADKAR #SAAS #Software_as_a_Service #Business_Model #Vision #Strategy #CRM #Customer_Relationship_Management #Escalation #Renewal #Sales #Growth #Adoption #ROI #Return_on_Investment #Business_Value #Salesforce #Microsoft #Admin #Developer #Business_Consultant #Value #360°_view #Delivering_value #ERP #Persona #Coaching #Linkedin

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