Whether you are a small SaaS company or a large one, Customer Success is becoming pivotal to how your business grows now and in the future.

In this episode we take a look at Customer Success through the years at M-Files, from the viewpoint of our CEO and founder Antti Nivala.  From acquiring our first customer to managing thousands of customers, how has Customer Success changed at M-Files and what did we learn from it, to build a better future for our business and customers.

Topics:

• Childhood interest in IT and developing software. (2:30)
• Starting the business. (3:51)
• First customer. (5:46)
• Challenges in retaining customers in the early days. (7:45)
• Growing and expanding customers as a small business. (9:49)
• Advocacy back then.  (11:46)
• Being a visionary. (14:21)
• What events drove the decision to invest in Customer Success Management? (15:52)
• Getting the leadership team and employees into the CS mindset. (19:33)
• Inspiring our partners to be aligned with our goals. (24:25)
• Advice to partners on building a CS strategy. (26:20)
• Where did the name M-Files come from? (29:53)

Host:
Shobha Mahtey (Partner Customer Success Program Manager, M-Files):  https://www.linkedin.com/in/shobhamahtey/

Guest:
Antti Nivala (Founder and CEO, M-Files):  https://www.linkedin.com/antti-nivala/

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