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Driving Customer Success

May 1, 2017

Louise Lewisson has a 25+ years proven track record of customer success with software and service solutions globally. Starting with Kronos in 2000, she ran the Kronos Australia services operation before moving to the United States in 2002, where she worked with our global and multinational enterprise customers in all industries. Louise became a Customer Success Manager in January 2017, working with our key strategic accounts in EMEA (Europe, the Middle East and Africa). Prior to working at Kronos, Louise managed one of the regional PeopleSoft practices at Ernst & Young in Australia. Louise has qualifications in information systems, systems analysis and design, global program management, and more recently obtained her Lean Six Sigma Green Belt.

By Louise Lewisson

How does today’s world of car technology like Global Positioning Systems (GPS), Blind Spot Monitoring, and Lane Departure Warning systems relate to being a Kronos Customer?

As a Customer Success Manager (CSM), my job is to be my customer’s advocate and to ensure we are working together to help maximize the value they realize from their Kronos solution. I also work with them on creating a roadmap, where we start at where they are today, where they need to be, and like a journey in a car, together we work out the best route for their journey to operational excellence using their Kronos solution.

However, there are other roles within Kronos that also work with my customers, from Sales Executives to Project Managers to Practice Directors, so where are they on this journey? What is my role as a CSM in relation to these roles? How can we ensure our customer is not confused when we add additional people to work with them?

Let’s again consider… the modern automobile.

A car has a driver, and in many cases, front and back-seat passengers, but the driver controls the car. They may take input from the other passengers as to the best route, any upcoming roadblocks, and any issues affecting the arrival time, but the driver has the wheel.

My customers are always in the driver’s seat, but along their Kronos journey, they take guidance and direction from various other subject matter experts (SME). For example, when there is a current project, their assigned Project Manager is alongside them, advising and directing them. If there is no current project, the customer may be working with their Sales Executive on an upgrade, a product addition, or a move to the Cloud, and the Sales Executive is advising them on the best route to take.

So as the CSM, what role do I play?

Keeping with the car analogy, I like to think of myself as a modern GPS, helping my customers find the best route depending on the circumstances (traffic, weather, construction, events) and the customer’s preferences (fastest, scenic, no tolls). As their CSM, I am always in the car, but when they have a Project Manager or a Sales Executive assigned, those resources provide their specialized expertise to my customer, pertaining to areas they know best. But as the GPS or CSM, I am always there. I know where the customer’s starting point was, and I also know where they want to get to.

Over time, customers really come to trust the GPS implicitly. Actually, as a CSM, I am more like the General Motors “OnStar” service, where you can talk to a human when you need to, get sent proactive diagnostic information, ensure that emergency assistance is on the way, etc. As your CSM I can provide solid direction, help smooth or avoid any obstacles, and instill confidence to take you, the driver, where you want to go. I do this based on my years of prior experience, and knowledge of best practices. I have been on this journey many times so I can help ensure the best journey possible.

As your CSM responsible for your Kronos customer journey, I am always with you in the car.

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