{"id":64162,"date":"2021-03-01T09:00:00","date_gmt":"2021-03-01T17:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=64162"},"modified":"2021-03-01T09:00:00","modified_gmt":"2021-03-01T17:00:00","slug":"salesforce-leaders-share-a-look-under-the-hood-of-customer-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-leaders-share-a-look-under-the-hood-of-customer-success\/","title":{"rendered":"Salesforce Leaders Share a Look Under the Hood of Customer Success"},"content":{"rendered":"\n

On February 16, we launched our new Salesforce Success Plans<\/a> to help every customer maximize their investment in Salesforce technology, and offer expert resources, specialized guidance, and personalized, proactive expertise. Customer Success has always been a cornerstone at Salesforce, and our success philosophy has driven how we engage with customers for the past 22 years. Today our customers are asking: how are we innovating?<\/strong> <\/p>\n\n\n\n

We sat down with Salesforce executives Anna Le, SVP of Customer Success Group Offer Management, and Jim Roth, EVP of Customer Support to answer that question. Anna\u2019s group is the go-to-market vehicle for Customer Success, packaging up success offerings. Jim\u2019s group takes it from there, delivering success to our customers.\u00a0<\/p>\n\n\n\n

Together they lifted up the hood on Customer Success at Salesforce: what\u2019s changed within the industry and with our customers\u2019 needs, and why they\u2019re excited about the new Success Plans.<\/p>\n\n\n\n

To learn how Signature, Premier, and Standard Success Plans help our customers go from vision to value fast, check out the press release here<\/a>.<\/em><\/p>\n\n\n\n

Q. What are the critical global and industry trends that guide your approach to customer experience?<\/h4>\n\n\n\n

Anna:<\/strong> There\u2019s a massive push for businesses to go all-digital, fast. Digital transformation isn\u2019t new, but it\u2019s incredibly urgent now and it\u2019s across all<\/em> industries. <\/p>\n\n\n\n

Giving customers the tools to embrace self-service isn\u2019t new either \u2013 but likewise, it has become critical to how we do business. As new capabilities become available, businesses don\u2019t always have the resources or the time to keep up with the innovation that vendors deliver. That issue has been highlighted by the pandemic; everyone’s having to really look at their customers\u2019 needs, their internal needs, and their environments, and prioritize effectively. <\/p>\n\n\n\n

As a result, customers are asking vendors like Salesforce to do more, so they\u2019re freed up to spend more time with their<\/em> customers. <\/p>\n\n\n\n

Jim: <\/strong>Since many of our customers are going fully digital across their organizations, their environments are more complex. They need solutions that solve end-to-end needs \u2013 so integration between environments is a key part of driving success.<\/p>\n\n\n\n

I\u2019d also say that, even though it\u2019s starting to sound like a clich\u00e9, the crises of 2020 really have accelerated digital transformation, and it\u2019s like every day is Black Friday. So our customers have to get up and running with new solutions faster.  <\/p>\n\n\n\n

The crises of 2020 really have accelerated digital transformation, and it\u2019s like every day is Black Friday.<\/span><\/p>Jim Roth, EVP of Customer Support<\/cite><\/blockquote>\n\n\n\n

Our customers have always relied on us for business critical functions, but now they need us for mission critical operations.<\/p>\n\n\n\n

Q. You\u2019re both veterans in customer success at enterprise tech companies, and have worked with companies of all sizes and industries. What do you see as the key challenges customers are likely to face this year?<\/h4>\n\n\n\n

Anna:<\/strong> What customers need to succeed today is a curated experience, delivered digitally. That\u2019s why our success methodology gives customers access to experts and information when they need it, instantly. Digital-first is table stakes now, and precision is key.<\/p>\n\n\n\n

Ultimately, customers today are looking for both ease and expertise \u2013 delivered fast<\/em>. <\/p>\n\n\n\n

Jim: <\/strong>We\u2019re also seeing a greater need for expertise in industry domains. For example, if a retail customer has Commerce Cloud, and they\u2019re engaging with a success expert from the Customer Success Group, we\u2019re pairing them with a TAM (Technical Account Manager) who has significant retail experience to deliver best practices from that industry.<\/p>\n\n\n\n

Our support and success organizations are moving to a greater focus on specialization. To scale, we need to be able to pull in the right specialized experts and swarm quickly to meet customer needs. We\u2019re continuously upskilling our team and using our own technology, the #1 CRM platform, to ensure we can stay ahead of those needs.<\/p>\n\n\n\n

Q. So how do the new Success Plans deliver on those needs for speed, scalability, and specialization? What added value do they give to customers? <\/h4>\n\n\n\n

Anna: Our number one objective is to help every customer maximize their Salesforce investment. I mentioned precision earlier, and that goes hand in hand with flexibility. We rearchitected our portfolio to make it easier for our customers to choose what\u2019s best for their specific needs, when they need it, driving value from their technology.<\/p>\n\n\n\n

Jim: It\u2019s about helping every customer succeed, with flexible options. Every Salesforce customer gets our Standard Success Plan<\/a> with their license purchase, which gives them access to self-guided resources and the tools to learn Salesforce knowledge and capabilities. <\/p>\n\n\n\n

We streamlined our Premier Success Plan<\/a> to give customers 24×7 fast issue resolution, access to expert coaching sessions, and specialized guidance. And our new high-touch Signature Success<\/a> is really about helping customers get ahead of problems before they even know they exist. Proactive monitoring, designated Technical Account Managers, and peak event readiness are key parts of that. <\/p>\n\n\n\n

Q. How do Salesforce Success Plans go beyond traditional support packages?<\/h4>\n\n\n\n

Jim: Most companies sell support packages, which is an insurance plan for when things break down. We sell Success Plans. They deliver a unique combination of success guidance and support across the customer lifecycle: from getting started with our products, to resolving issues quickly and proactively, to capitalizing on new technology innovations.<\/p>\n\n\n\n

Anna: The best support experience is no support case at all. Ideally, your issues are solved before you know they\u2019re happening.<\/p>\n\n\n\n

The best support experience is no support case at all.<\/span><\/p>Anna Le, SVP of Customer Success Group Offer Management<\/cite><\/blockquote>\n\n\n\n

That said, customer support is critical \u2013 and it\u2019s the foundation of every Success Plan. Jim leads an award-winning support organization<\/a> that is ready and able to serve our customers\u2019 needs.<\/p>\n\n\n\n

Jim: Support is also about more than just keeping customers up and running. You can\u2019t deliver sustainable, long-term customer success by only focusing on systems when they break. <\/p>\n\n\n\n

As Anna said earlier, it\u2019s about ease and expertise; today\u2019s customers need both proactive engagement and support from day one. That includes being able to move fast and without friction. Our innovations on the support side \u2013 including search optimization, improved chat functionality, and faster support delivery \u2013 are key to how we get there.<\/p>\n\n\n\n

Interested in learning more about Salesforce Success Plans? See how the plans compare <\/em>here<\/em><\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

On February 16, we launched our new Salesforce Success Plans to help every customer maximize their investment in Salesforce technology, and offer expert resources, specialized guidance, and personalized, proactive expertise. Customer Success has always been a cornerstone at Salesforce, and our success philosophy has driven how we engage with customers for the past 22 years. […]<\/p>\n","protected":false},"author":0,"featured_media":64163,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[3994,4019],"sf_theme":[3979],"sf_topic":[4029,3998],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[3992],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-64162","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_content_type-snapshots-interview","sf_theme-customer-engagement","sf_topic-customer-engagement","sf_topic-customer-success","sf_location-amer"],"yoast_head":"\nSalesforce Leaders Share a Look Under the Hood of Customer Success - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/salesforce-leaders-share-a-look-under-the-hood-of-customer-success\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Leaders Share a Look Under the Hood of Customer Success\" \/>\n<meta property=\"og:description\" content=\"On February 16, we launched our new Salesforce Success Plans to help every customer maximize their investment in Salesforce technology, and offer expert resources, specialized guidance, and personalized, proactive expertise. 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