Building Blocks of a Customer Success Department
Having received multiple questions following our previous blog post on Customer Success Management, Marc Mongomard returns. In this follow-up, Marc delves deeper into our CSM framework and the value it brings to Dalet customers.By Marc Mongomard | 04/14/22
In my previous blogpost, I talked about how we define “Customer Success Management” (CSM) at Dalet. CSM begins with a dedicated team that works closely with our customers through each step of their Dalet journey. It is our priority to provide our customers with the service they need to succeed. This approach is part of a broader Customer Success strategy that includes Support, Cloud Ops, Training and more.
Rather than upselling, the emphasis in Customer Success Management is to help maximize the value clients get out of our solutions and services.
CSM provides customized care on a global scale, with teams in each region where Dalet has been established. To keep all regions as autonomous as possible, our CSM teams are organized with the same roles under identical structures. However, Dalet’s approach is optimized to the client’s needs based on their specific Dalet solution. Following this strategy, we can efficiently provide a full CSM service to our users, enabling us to provide a “follow the sun” service.
We Make it Personal
Dalet’s Customer Success Managers strive to keep a high level of engagement with all our customers. To maintain personal relationships, we apply a unified CSM framework.
This means that the Dalet CSM team is involved throughout the entire Dalet implementation process. Our strategy secures both the hand over when we reach the go-live milestone but also manages that initial period when our solutions are integrated into day-to-day operations: we are there for our users, ready to help them create incredible content.
Maximizing Value for Our Customers
Business value, in the form of quantified desired outcomes, is the most obvious deliverable from Dalet’s CSM team. We process our customer’s objectives to get OKR (Objective/Key Results) and track them through regular reviews. This encourages open discussions on how we are progressing, user satisfaction throughout our collaboration, and more.
Additionally, we monitor the solution/platform effectiveness based on customer-specific metrics. Dalet now offers Cloud Hosting for its SaaS products, in a subscription model, which requires constant communication with our clients. With that in mind, the CSM team works to anticipate technical issues by identifying potential risks and business impact. Finally, we bring value through a positive customer experience, ensuring a consistent approach across all touchpoints and interactions, evolving from vendor to partner.
The CSM team tracks the Dalet ecosystem and clients’ feedback through data, customer interviews, and case studies, so that users are empowered to make the most out of the solution. We ensure product requests are captured, documented, addressed internally, and that feedback is provided.
Helping You Achieve Success
Our CSM teams bring technical expertise, practical knowledge, and production advice when required. We pride ourselves on being the go-to resource for any questions users may have for our solutions, and we work together to enable creatives to produce and distribute engaging content to their audiences. We are always looking to improve our customer engagement and interaction, with more initiatives on our roadmap.
But I will tell you more about that in my next blog post.
Marc is a champion of customer transformation. With more than 20 years of experience in the technology space, working both for startups and global companies in senior customer-facing positions, Marc has expertise in sales and post-sales processes. He has been involved in developing CSM strategy and organizations for years, and ,as the Head of Global Customer Success for Dalet, his objective is to create programs and services that increase satisfaction and drive a positive customer experience.More Articles By Marc