Scaling Success: SAP's 7 Dimensions of Customer Success Framework

CSM Practice - The Customer Success Podcast

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Can a single framework transform both customer satisfaction and organizational culture?
In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into how SAP drives adoption, scales customer success initiatives, and creates consistent, impactful experiences across a diverse customer base.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- The transformative power of SAP's 7 Dimensions of Customer Success
- Practical tips to enhance adoption and customer engagement
- Insights on driving cultural change within large organizations

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
With over 25 years of experience leading transformation services, Go-To-Market, and customer success operations in information technology organizations, David is responsible for driving awesome customer experiences, solution adoption, value realization, and renewals for customers who leverage SAP ERP, Supply Chain, and Finance Solutions.
He started his career in Supply Chain Consulting at PwC/IBM, worked for an inventory optimization software startup “SmartOps,” where he was responsible for customer retention and value realization. SmartOps was acquired by SAP in 2013.
🔗 You may connect with David Kahn via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: The Secret to Scale in Customer Success
🎥 Watch: How to Increase Product Adoption
🎥 Watch: Revolutionary Training Program

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2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
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3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

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Kapitel

1. Intro (00:00:00)

2. Customer Base and Engagement Models (00:02:52)

3. Impact of 7 Dimensions Framework (00:04:56)

4. Breakdown of the 7 Dimensions (00:07:11)

5. How the Team is Structured (00:12:31)

6. Using Gen AI For Success (00:13:30)

7. Teck Stack for Seven Dimensions (00:15:21)

8. Usage Data Challenges (00:16:25)

9. Scalable Approach for Long Tail (00:18:03)

10. Changes In Team Dynamics (00:19:15)

11. Customer Value Journey (00:21:05)

12. KPIs For Success Management (00:24:30)

13. Cultural Change (00:26:19)