In this session, Nicoal will be walking through the Customer Success Maturity Model, which is the framework she has created and refined over years and years at Microsoft working with Enterprise clients.
Nicoal Berryman currently leads the U.S. team of Customer Success Managers at Microsoft for their large Business Applications suite of products. Her team of CSMs focuses on ensuring their enterprise Customers realize genuine value from their Microsoft investment via Change Management and Adoption frameworks. She is a founding member of Customer Success at Microsoft and has been witness to the significant maturation of this organization over the past 6 years. Nicoal created her first Customer Success organization for a San Mateo company in 2009 and has remained a leader in Success ever since. Following her VP Role, Nicoal founded her own consultancy and worked directly with Start Ups in the Bay Area where she created and launched their Customer Success organizations. She has a passion for ensuring Customer Success is respected as its own discipline and is dedicated to guiding Customer Success organizations through critical maturations alongside a company’s own transformation.