Customer Success Management

As part of our commitment to achieving the best possible outcomes for our customers and driving their digital transformation programme, SolutionsPT offers Customer Success Management engagement to work with customers on a long-term basis ensuring the return on their investment is realised.

 

Why CSM?

Our team of technical experts pro-actively works with customers to accelerate time to value, achieve their desired business outcomes and guide their success.

The core purpose of our Customer Success Management programme is to drive effective use of technology to achieve your business goal.

How we deliver CSM

A typical customer journey with our CSM team includes an onboarding process during which the CSM team will develop a success plan by learning what the customer’s objectives are, what their challenges are, and how they define and measure success. From there we can develop a plan with milestones, all of which are revised and tracked at regular Business Reviews with key stakeholders, which is also an opportunity to spotlight new technology and develop future Proof of Concept (PoC) opportunities.

CSM brings technical credibility and value add to our customer engagements through the following activities:

• Success Planning, Business Reviews
• Education/Coaching/Enablement Sessions, vision creation and roadmap planning
• Identify technology and training gaps and facilitate PoCs to meet defined success criteria
• Monitor and escalate customer technical support cases and satisfaction feedback
• CSM acts as an extension to our One Technical Team (OTT) – customers can call on the wider OTT/AVEVA technical resources to achieve their business outcomes