CASE STUDY

Exceeding goals with scalable customer success

Customer Education

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.

Customer Education

Will Rahim, SVP global customer success, at Delphix

“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.

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