Main Insight Nordics 2021
On Thursday, November 18th, 2021, the second edition of the Main Insight Nordics event took place in the Grand Hôtel in Stockholm. The event was focused on Customer Success Management and how to win with your customer.
Five speakers from renowned companies shared their insights on Customer Success Management with around 80 C-level managers and customer success managers from software companies.
Wessel Ploegmakers (Partner at Main Capital Partners Nordics) kicked off the event talking about how to work with and measure customer success. He highlighted the different ways CSM departments take shape within companies, and the necessity of tracking KPI’s like churn and Net Promoter Score. One of his key takeaways: “The downside of integrating your CSM in your sales department, is that sales tend to overrule customer success.”
Dr. Andreas Jonason (Partner at Simon Kucher) shared nine strategies from establishing a go to market blueprint to gamifying the sales process. One of these strategies which was higlighted: “Build your success strategy: articulate how customer success is created to whom.”
Colin Nelson (Chief Consulting Officer at Hype) took a closer look at five key challenges customer success often faces. One of them was: how to mitigate churn? Colin’s tip: “Analyze what puts a client at risk, then focus on issue avoidance. We try to call our clients at least once every six months. Show them we care about their success.”
Marcus Karlsson (Solution Consultant at Medallia) talked about how customer experience helps you win with your customer. “People don’t like surveys. There is a myriad of different signals that your customers are sending out, through chat, review platforms, phone calls. Analyze and share the learnings. From the C-suite to the frontline staff: everyone should be able to see these dashboards and know what they should do to drive customer success.”
Marcus Kroghdahl (Senior Customer Success Manager at Workday) closed the event by advising the audience to sell more by not selling. “It is not my job to sell. My job is to make the renewal event a non-event. If a customer success manager sells, it prevents him or her from being the trusted advisor that your customer deserves.”
We would like to thank all the speakers for sharing their success stories and making this a successful Main Insight Nordics Event. You can download the presentation on this page. We are looking forward to next year’s edition.
Do you want to know more about Customer Success Management? We have collated the 15 most important steps on setting up your CSM in a whitepaper.
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