Customer Success Management is a fairly new discipline and can come in many different forms depending on the company, type of business, culture, available resources and much more.  No matter the shape and size of your organization, you need to learn what Customer Success is and how it can benefit you, to ensure that you continue to retain your customers, grow and be successful.

In this episode we are going to take a look at what Customer Success Management is from the viewpoint of two of our seasoned Customer Success Managers here at M-Files and answering questions such as how do you really know if your customers are happy?

Topics:

• What is Retention, Expansion and Advocacy? (5:05) 
• How do you know if your customers are really happy? (12:57) 
• Reactive vs proactive and how you transform from being reactive to becoming proactive. (14:11) 
• Driving a customer success mindset across your company and stakeholders. (15:30)
• What is the difference between Customer Success and Customer Support? (17:19) 
• What is the difference between a Customer Success Manager and an Account Manager? (18:39)
• What value does the CSM role provide to your customers? (19:24)
• What value does the CSM role provide to your company? (20:03) 

Hosts:
Shobha Mahtey (Channel CS Program Manager, M -Files): https://www.linkedin.com/in/shobhamahtey/
Samppa Lahtinen (CS Program Manager, M-Files): https://www.linkedin.com/in/samppalahtinen/

Guests:
Jonathan Boyman (CS Team Lead, M-Files): https://www.linkedin.com/in/jonathan-boyman/
Crystal Wittrock (CSM Supervisor, M-Files): https://www.linkedin.com/in/crystalwittrock/

Website: https://www.m-files.com
Podcast feedback: Email shobha.mahtey@m-files.com