Comments
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@Steven Forth - I'd say mostly it's time -- but it'll also be capability... It's a new/evolving role. Historically, our "CSMs" have been focused far more on project execution. It's only recently that we've started to evolve the organization to broaden the scope beyond operations to look far more holistically at the…
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For our emerging Digital Services team at Schneider: 1) Customer Success Managers (though these are far more focused on design/deployment than true 'success') 2) Customer Service Hub
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We have been pretty explicit that our priorities for 2020 (and into 2021) largely remain the same, despite the crisis. That said, very practically speaking, there are investments in those priorities that simply cannot move forward at the moment -- either because of the need to preserve cash, or because of…
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Thanks, Martin. Certainly a couple of helpful insights - appreciate it. As you note (and I agree), fundamentally, the sales job doesn't change, but there are clear changes to expectations of both sales motions and outcome expectations that need to be set. We've been trying to use the "shock to the system" of the grounding…
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At Schneider, we've deployed a range of practices -- from the "formal/HR" (reminders of various services including in our benefits packages) to the more informal -- like encouraging "virtual happy hours." One of the more effective (albeit informal) have been to have our leaders (country, business, etc.) hosting frequent…
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Looking forward to exchanging ideas and practices with an incredibly diverse and engaging community!!
