Andreas Tollschein

Director of Customer Success EMEA, Camunda

Content

How does customer success differ between a small and large company?

Andreas Tollschein

camunda services GmbH Director of Customer Success EMEA • February 11

In small companies, you have closer cooperation with the majority of your customer base. When you grow into a large company, by also growing your customer base, you need to scale also and automate some of the customer interactions and change the touchpoints and frequency of your interactions base......Read More

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What is your advice for creating and/or improving the customer success process when joining a small but growing team?

Andreas Tollschein

camunda services GmbH Director of Customer Success EMEA • February 11

Check what customer touchpoints have been identified and if there are more missing Once the touchpoints with the most impact on long-term success have been identified setup clear processes and guidelines As an example, the Onboarding of new customers can be one of the most important touch point......Read More

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How do you coordinate and work cross functionally with the sales team to create commonly shared KPIs?

Andreas Tollschein

camunda services GmbH Director of Customer Success EMEA • February 11

A high NRR rate can only be achieved if a collaboration between Sales and CS exists. So if you run land and expand approach, the two teams must work closely together * CS is seen as the trusted advisor and knows when the time is right to expand an account * So Sales is brought in at the r......Read More