The Customer Success Maturity Model: Assessing and Progressing
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.
Software Durability in an ‘AI World’
The Inflection Point - "Viable to Valuable"
The Four Fundamental Failures of Leadership Teams and How to Avoid Them
Scaling Up -- Playing the Platform Power Game
‘Operationalizing AI’ Series – Pricing & Revenue Acceleration in the Age of AI
Scaling a Performance Culture
Crossing the Chasm: The Documentum Case Study on G2M and Leadership
Practical AI in Action for Executives
Pitch-Ready: How Great CEOs Tell the Story & Communicate Effectively
Design as a Growth Engine: Lessons for Founders and Leaders
Winning the Next Channel: How to Build Visibility & Demand in LLMs
Blueprint for Creating "Real Customer Success"
Best Practices for Prospect Conversion & Engagement
B2B SaaS Public & Private Market Outlook & Update led by Piper Sandler
Achieving Next Level Growth by Optimizing Value and Price
Amplify Go-to-Market via Account-Based Marketing "(ABM)"
Best Practices for Recruiting Exceptional Go-To-Market Executives
Building a High-Performance GTM Organization
Building a Revenue Machine Through RevOps
Building a Best-in-Class, Data-Driven Customer Experience & Success Strategy
