software as a service ppt 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-v...

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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

software as a service ppt The real value of a Customer Success Manager (CSM) in a SAAS world - by Andy Butz
180 Likes	180 Dislikes
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Science & Technology	Upload TimePublished on 25 Jul 2017

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