When your Company moves From On Premise to SaaS – The Customer Success Playbook

CSM Practice - The Customer Success Podcast

In this enlightening discussion, Irit Eizips engages in a conversation with Franziska Fleischer, a visionary leader who spearheaded the transformation of Siemens from on-premise to cloud-based SaaS solutions.
Franziska shares the intricate details of her groundbreaking program, shedding light on the challenges and roadblocks she encountered while ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice for companies looking to embark on their digital transformation journey.
Tune in for a deep dive into the following topics:

• Introduction to Siemens Software and its customer base
• The creation of a customer success program tailored for diverse customer groups
• The transformative impact of the customer success program on the company
• Navigating the path from on-premise to SaaS
• Initial steps in the digital transformation process
• Shifting towards a customer-centric business model
• Customer reactions to the digital transformation
• Crafting a customer journey to gauge account health
• Strategies for accelerating the onboarding process
• Training approaches for Customer Success Managers from varied backgrounds
• Expert recommendations for companies undertaking the transition to SaaS

Don't miss this engaging episode, offering a comprehensive understanding of the journey from traditional software to the SaaS paradigm, complete with real-world insights and actionable advice.
Watch the video to find out more! https://youtu.be/ZSNqGLaGUHw
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Additional Resources:
🎥 Video: Top 10 CSM Skills Hiring Managers Look For
https://youtu.be/-ZMwCxPKrrk
⏬ Download Infographics: The 10 Skills of Highly Effective CSMs
https://bit.ly/3v1KNa7
Books mentioned in the video:
📕 Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, 1st Edition by Nick Mehta
https://amzn.to/3VgrCkD
📕 Digital Hesitation: Why B2B Companies Aren't Reaching Their Full Digital Transformation Potential by Thomas Lah and J.B. Wood
https://amzn.to/3tMNKal
📕 Reimagine Customer Success: Designing Organizations A

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chapters

1. Intro (00:00:00)

2. Introduction (00:01:23)

3. Impact of Initiative (00:04:59)

4. Digital Transformation first step (00:07:36)

5. Customers Reaction (00:11:47)

6. Customer Journey (00:14:18)

7. Accelerating Onboarding Process (00:17:48)

8. CSM Skills (00:18:50)

9. CSM Training Program (00:20:14)

10. Recommendations (00:23:52)

11. Drive Customer Success Awareness (00:26:17)

12. Recommended books (00:29:49)