Christine Boermeester - Senior Director of Customer Success at Deltek
- Customer Success starts with understanding the customer’s desired outcomes – The first step in a new customer success relationship is identifying and understanding what success means to each individual customer. The Customer Success Manager can then be the customer’s trusted advisor, offering solutions that genuinely benefit the customer and demonstrate value.
- Customer Success is about nurturing relationships – Building strong and meaningful relationships with customers throughout their lifecycle is at the core of customer success. Happy, successful customers are more likely to stay loyal and even become advocates.
- Proactive > Reactive – Being proactive in supporting customers leads to a more positive customer experience and reduces churn risk. Customer Success Managers achieve this through consistent, meaningful outreach that is aligned with the customer’s desired outcomes.