In the history of business, the pursuit of success once revolved around the transaction – the deal, the sale, the bottom line. It was a one-and-done mentality that left the customer relationship at the doorstep of the transactional exchange. However, in the era of customer success, we have come to understand that the sale is merely the prologue to a much grander narrative. Today, customers are no longer content with buying products; they are in pursuit of tangible business outcomes and with a great customer experience.
As a passionate SAP customer success professional with over 17 years of experience,I have implemented and delivered various SAP solutions (including SAP S/4HANA, SAP SuccessFactors, and SAP Business Technology Platform) for Fortune 500 customers worldwide. Additionally, I've worn the hat of an entrepreneur, specializing in selling and implementing SAP Business Technology Platform (BTP).
In 2021, I was honored as a winner of the SAP Innovation Awards. Notably, I successfully implemented within 3 weeks a single source of truth using SAP HANA and SAP Analytic Cloud dashboards for real-time monitoring of Covid-19 for the Moroccan Health Minister. This impactful project enabled faster decision-making, underscoring the power of SAP BTP innovative solutions in addressing critical challenges.
Following this accomplishment, I transitioned to SAP, assuming the role of an SAP BTP Customer Success Expert. In my experience, the key to excelling in the realm of customer success lies in consistently supporting customers to achieve their unique definition of success through our comprehensive end-to-end integrated SAP solutions, and exceeding the customer expectations.
I believe customer success is about demonstrating unwavering dedication to your customers’ success, consistently delivering tangible business value at every touchpoint, and serving as an extension of the customer project team to ensure their success. This dedication forges unbreakable bonds of trust and loyalty, and creating strong customer relationships. A great quote from Henry Ford captures this perfectly: “
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”
In this blog, I am sharing three core tips not only to meet customer expectations but also to exceed them.
1- Incorporating an Entrepreneurial Mindset
As a customer success expert, it is crucial to have a clear understanding of the most pressing issues your customers are encountering. Embracing an entrepreneurial mindset is imperative.
Always prioritize solving the most significant challenges your customers face, rather than opting for the easiest ones. By addressing the most substantial problems, you unlock the greatest business value and distinguish yourself as a customer success expert.
Furthermore, entrepreneurs are willing to take calculated risks in pursuit of their goals. As we adopt this mindset, we become more open to trying new approaches and strategies to ensure our customers attain the expected business values from our SAP solutions using any possible means. To quote an old adage, ‘It’s not over until it’s over.’ Regardless of how challenging the journey may be, success is only achieved when SAP customer success expert work together with the customers as ONE team.
2- Onboarding is key to Positive Customer Success
It’s a common misconception to consider onboarding complete once the customer finishes the initial solution configuration.
Successful onboarding is only achieved when consistent and effective support is extended to help the customer reach
‘the first business value.’
Tailoring onboarding experiences becomes paramount to ensuring customers embark on a swift and informed initiation. It is essential to align with the customer on the success criteria for onboarding and to demonstrate the agreed-upon initial business value once it is achieved.
Mishandling the onboarding process carries the risk of customer attrition, with many cases of churn directly attributable to onboarding failures.
3- Focus on the One Wildly Important Goal
Success doesn’t happen by accident; you need a plan. Establishing a clearly defined and approved success plan with your customer is crucial in attaining the expected business outcomes.
You need to identify where the customer is at today, clarify their desired destination and timeline, and outline the path they wish to take. Only by understating these variables you can help your customer achieve their success. Further details on the success plan will be provided in an upcoming blog.
Collaborate with the customer to prioritize and focus on the ONE wildly important goal at a time, emphasizing that saying no to good ideas, in favor of exceptional ones, is the key to achieving extraordinary results.
Tim Cook, in a message to Apple shareholders, exemplifies the importance of such focused decision-making, stating, ‘
We say no to good ideas every day. We say no to great ideas to keep the number of things we focus on very small in number, so that we can put enormous energy behind the ones we do choose.’
Apple’s commitment to this approach has proven to be a decisive factor in their success, demonstrating the impact of prioritizing quality over quantity and this is a key for customer success as well.
Conclusion
Customer success isn’t just a metric; it’s a movement. Transform customers into brand ambassadors by not only meeting their needs but by anticipating and exceeding them. In the words of Steve Jobs, ‘Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.’
The insights shared in this blog are drawn from my experience as an SAP BTP customer success expert, cultivated through the rewarding process of transforming various customers into SAP BTP influential references and passionate ambassadors. This transformation is realized not just by achieving their business results, but by ensuring a remarkable customer experience throughout the journey.
The road to success is always under construction. Additional blogs will follow soon, delving into the details of the success plan which is designed to ensure success for your customers.
