Scaling Success: SAP's 7 Dimensions of Customer Success Framework

CSM Practice - The Customer Success Podcast

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Can a single framework transform both customer satisfaction and organizational culture?
In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into how SAP drives adoption, scales customer success initiatives, and creates consistent, impactful experiences across a diverse customer base.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- The transformative power of SAP's 7 Dimensions of Customer Success
- Practical tips to enhance adoption and customer engagement
- Insights on driving cultural change within large organizations

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
With over 25 years of experience leading transformation services, Go-To-Market, and customer success operations in information technology organizations, David is responsible for driving awesome customer experiences, solution adoption, value realization, and renewals for customers who leverage SAP ERP, Supply Chain, and Finance Solutions.
He started his career in Supply Chain Consulting at PwC/IBM, worked for an inventory optimization software startup “SmartOps,” where he was responsible for customer retention and value realization. SmartOps was acquired by SAP in 2013.
🔗 You may connect with David Kahn via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: The Secret to Scale in Customer Success
🎥 Watch: How to Increase Product Adoption
🎥 Watch: Revolutionary Training Program

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챕터

1. Intro (00:00:00)

2. Customer Base and Engagement Models (00:02:52)

3. Impact of 7 Dimensions Framework (00:04:56)

4. Breakdown of the 7 Dimensions (00:07:11)

5. How the Team is Structured (00:12:31)

6. Using Gen AI For Success (00:13:30)

7. Teck Stack for Seven Dimensions (00:15:21)

8. Usage Data Challenges (00:16:25)

9. Scalable Approach for Long Tail (00:18:03)

10. Changes In Team Dynamics (00:19:15)

11. Customer Value Journey (00:21:05)

12. KPIs For Success Management (00:24:30)

13. Cultural Change (00:26:19)