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Delivering on customer expectations with Kerri Brown, Head of Customer Success Strategy Execution at SAP
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This episode of CS No BS features an interview with Kerri Brown, Head of Customer Success Strategy Execution at SAP. SAP is 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.
Kerri leads a global team of customer success strategy and execution experts to centralize and unify end-to-end customer engagement roles and processes across all geographies and functions including Sales, Services, Engagement & Renewals.
In this episode, Kerri discusses the importance of staying curious, promoting an internal common language to support changes within an organization, and how leveraging Totango has helped to exceed her customers' expectations.
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Guest Quote:
“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
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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) - Doman 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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Sponsor:
This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.
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Links:
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