Val Yonchev

Head of Customer Success, Team Topologies

About

An experienced Customer Success Leader with deep and applied knowledge of DevOps, Agile, Platform Engineering and Product Development Frameworks.

Content

If customers want to self-onboard, what do you do to ensure they implement your solution successfully?

Val Yonchev

Team Topologies Head of Customer Success • October 13

As your products scale in popularity, it is inevitable that you will see more and more customers adopt your product without the support of your orgnization or the partners in your eco-system. I have found two good practice to address potential issues with ease at scale: A) Build in Health-checks......Read More

704 Views

How should customer success split product adoption KPI’s with Product and Sales?

Val Yonchev

Team Topologies Head of Customer Success • October 13

It should NOT! Adoption is the job of everyone in the company and the ultimate owners of the adoption KPIs would be the business owners (CEO, BU leaders). We succeed together and we fail together. If a customer isn't successful it doesn't really make a difference if your team/department has don......Read More

667 Views

How often do you meet with product, sales, and marketing to discuss customer adoption and what do those meetings look like?

Val Yonchev

Team Topologies Head of Customer Success • October 13

Those meetings must be (1) cross-functional and (2) on regular basis which makes sense for the rhythm of the business. 1) Cross-functional means that reviews should include all different functions/departments relevant for the topic, consider Product, Support, Marketing, Sales, Sales Engineering,......Read More

442 Views

What are the top reasons why customers don’t adopt your product?

Val Yonchev

Team Topologies Head of Customer Success • October 13

There are thousands of reasons for failed adoption and only one which should matter to customer success organizations - value realization. If the customer doesn't understand what is value, how it materializes and what is required to make it real, adoption won't take off. Value realization is a......Read More