What does Salesforce have in common with a newspaper? Success Management of course!
One of the most interesting sessions at the recent Pulse Europe conference in London was by Shannon Hyson, Global Head of Customer Success at the Financial Times. The Financial Times recently became the first traditional newspaper to earn more revenues from digital than from print. It also earns more from content than from advertising. Print circulation fell from 500 000 in April 2001 to 200 000 in April 2016 but digital subscriptions went from negligible to nearly 600 000 in the same period. Clearly the Financial Times has transformed into a thriving digital content business. Their Success Managers work with existing and prospective customers to understand the value they get from their content access. They build and execute plans to enable customers to realise that value. In addition, they highlight additional opportunities and strive to build a long-term, mutually beneficial partnership. Customers can use the APIs to integrate content into their workflow. Organisations with enterprise-wide access are even allocated a dedicated Customer Success Manager!
Is it time to consider the impact that Success Management can have on your business?
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