When your Company moves From On Premise to SaaS – The Customer Success Playbook

In this enlightening discussion, Irit Eizips engages in a conversation with Franziska Fleischer, a visionary leader who spearheaded the transformation of Siemens from on-premise to cloud-based SaaS solutions.

Franziska shares the intricate details of her groundbreaking program, shedding light on the challenges and roadblocks she encountered while ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice for companies looking to embark on their digital transformation journey.

Tune in for a deep dive into the following topics:

• Introduction to Siemens Software and its customer base
• The creation of a customer success program tailored for diverse customer groups
• The transformative impact of the customer success program on the company
• Navigating the path from on-premise to SaaS
• Initial steps in the digital transformation process
• Shifting towards a customer-centric business model
• Customer reactions to the digital transformation
• Crafting a customer journey to gauge account health
• Strategies for accelerating the onboarding process
• Training approaches for Customer Success Managers from varied backgrounds
• Expert recommendations for companies undertaking the transition to SaaS

Don't miss this engaging episode, offering a comprehensive understanding of the journey from traditional software to the SaaS paradigm, complete with real-world insights and actionable advice.

Watch the video to find out more! https://youtu.be/ZSNqGLaGUHw

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Additional Resources:

🎥 Video: Top 10 CSM Skills Hiring Managers Look For
https://youtu.be/-ZMwCxPKrrk

⏬ Download Infographics: The 10 Skills of Highly Effective CSMs
https://bit.ly/3v1KNa7

Books mentioned in the video:

📕 Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, 1st Edition by Nick Mehta
https://amzn

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Chapters

• 0:00 Intro
• 2:57 Introduction
• 6:33 Impact of Initiative
• 9:10 Digital Transformation first step
• 13:21 Customers Reaction
• 15:52 Customer Journey
• 19:22 Accelerating Onboarding Process
• 21:01 CSM Skills
• 22:25 CSM Training Program
• 26:03 Recommendations
• 28:28 Drive Customer Success Awareness
• 32:00 Recommended books