CASE STUDY
Exceeding goals with scalable customer success
Delphix provides companies with a platform and methodology that enables fast and secure data delivery, reducing friction and accelerating innovation. The company works with over 370 customers, including 30% of Fortune 100 companies, from Facebook to Walmart.
“We’re far ahead of schedule, we’ve exceeded expectations, we have insights into our customers we never had before.”
Will Rahim, SVP Global Customer Success at Delphix
Exceeding goals with scalable a customer success practice
The Delphix leadership team was tasked with defining and implementing a five-year roadmap to achieve world-class customer success. They worked with CSM Practice to lay solid and scalable foundations that could support the rapid projected growth of the organization.
How to Develop a Customer Success Strategy
Discover the Customer Success Strategy roadmap that Delphix used in establishing a framework and journey for maturing the customer success organization.
THE CHALLENGE
The Delphix leadership team was tasked with defining and implementing a five-year roadmap to achieve world-class customer success.
The foundations of the roadmap needed to be solid and scalable to allow for the rapid projected growth of the organization.
THE SOLUTION
CSM Practice conducted a CSM Bootcamp focusing on Delphix’s QBR and renewal forecast processes.
Together, they designed and implemented a strategy that improved transparency and cross functional collaboration by laying the foundations for effective listening posts, reporting capabilities and escalation channels.
THE IMPACT
Delphix accelerated their ability to grow their customer success team using a scalable and predictive structure.
As a result, the organization gained considerable customer insights which facilitated the path to exceeding their annual goals ahead of schedule.
Explore the services that helped Delphix 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
