Scaling Success: SAP's 7 Dimensions of Customer Success Framework
02/21/25 • 30 min
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
👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.
2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.
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.
📌 Visit our Website - CSM Practice
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
👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.
2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.
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.
📌 Visit our Website - CSM Practice
Previous Episode
Why you should use AI to explain customer HealthScores
Can AI transform every phase of the customer journey?
Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive impact.
Click here to watch the interview on YouTube!
HIGHLIGHTS
- Discover how IBM leverages AI to predict and reduce churn.
- Learn about AI-driven strategies to enhance trial conversion rates.
- See how contextual AI recommendations empower CSMs for effective renewals.
ABOUT OUR GUEST
Sampoorna Dasgupta is a strategy and transformation leader with more than 10 years of experience applying data science and AI to solve complex business problems. She currently leads an analytics organization at IBM, focused on improving sales execution, product performance, and customer value.
🔗 You may connect with Sampoorna via LinkedIn
USEFUL LINKS
📑 Listen: Adam Grant’s Work-Life Podcast
🎥 Watch: AI Is Changing Customer Success Forever
⏬ Download: Customer Journey Map Template
👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.
2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.
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.
📌 Visit our Website - CSM Practice
Next Episode
From Cost Center to Profit Center - Transforming CS Teams
Is your Customer Success team leaving money on the table?
Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers.
Click here to watch the interview on YouTube!
HIGHLIGHTS
- The mindset shift that empowers CSMs to confidently own renewals and upsells
- Proven techniques to identify untapped revenue opportunities in customer accounts
- How upskilling your team can boost Net Revenue Retention and free up your sales team to close more deals
ABOUT OUR GUEST
Marija Skobe-Pilley is an award-winning Customer Success Strategist, thought leader, and podcaster. As the founder of Women in Customer Success, she has built a vibrant hub for connecting, inspiring, and empowering women in the CS industry through mentoring, masterclasses, and career enablement. She is also the co-founder and Fractional CS Leader at Fractional SaaS, where she provides strategic CS leadership for startups, driving growth and operational excellence.
🔗 You may connect with Marija via LinkedIn
USEFUL LINKS
🎥 Watch: Take Renewals Up a Notch
⏬ Listen: Women in CS Podcast
⏬ Listen: Diary of a CEO
👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.
2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.
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.
📌 Visit our Website - CSM Practice
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