CASE STUDY

Establishing a Framework for a Scalable Customer Success Practice

Wind River® is a global leader in delivering software for intelligent connected systems. Wind River® is accelerating digital transformation of critical infrastructure by delivering the technology and expertise that enable the deployment of safe, secure, and reliable IoT systems.

OVERVIEW

Wind River’s customer success team consists of individuals who are both highly technical and business savvy. The team not only provides best-in-class premium support but works closely with other internal resources to address customers’ needs, and ensures customer projects are completed successfully.

THE CHALLENGE

The customer success team spent most of their time in reactive mode. As Wind River approached a new product solution launch, they needed help to understand what building a world-class Customer Success organization might entail to meet the new product demands. This provided the team with the opportunity to rebrand their customer success charter, repackage their services and examine the manner in which they collaborate internally with various team members.

THE SOLUTION

CSM Practice worked with Wind River to understand their current organization structure, processes, and systems. Our firm highlighted opportunities to align Wind River’s current Customer Success practice with industry’s best practices.

CSM Practice then provided a documented detailed framework for a new scalable Premier Success offering that included changes to the organizational structure, customer journey, pricing for premium success packages and prioritized list of recommended initiatives to mature the practice.

THE IMPACT

With the help of CSM Practice, Wind River gained a fresh perspective on Customer Success and established a roadmap for developing a scalable practice for its new cloud offering.

Wind River now has a clear direction to becoming efficient in driving product adoption and building relationships with its customers. Implementing CSM Practice’s recommendations introduced a path for a self-funded customer success program designed to accelerate their new product solution’s success, and accelerate revenues growth.

Explore the services that helped Wind River build a world-class customer success organization

Customer Success Strategy

Develop a customer success framework in alignment with your company’s go to market strategy

Customer Success Processes

Scale your operations, increase cross functional collaboration and deliver a consistent experience

WHAT OUR CLIENTS SAY

“With the detailed recommendations and guidance provided by CSM Practice, we’ll be able to start rebuilding and rebranding our Customer Success organization immediately. We now know what we need to do and have a clear blueprint for executing it.”

Amit Ronen

Senior Vice President Customer Success, Wind River