Driving Customer value
Customer retention and growth are essential for the long-term success of a cloud software company. Achieving “Customers for Life” requires customers to fully adopt the solution’s functionality and utilize all their subscription entitlements, but this is no easy task.
Customer Success Management (CSM) teams often struggle to optimize their tools, templates, and internal training while managing their primary responsibilities of customer management. Additionally, customers have shifted the focus of quarterly business reviews from tracking business outcomes and value realization to discussing technical support issue statuses.
Retaining customers and providing an exceptional customer experience are critical components of a cloud software company’s growth.
Who We Are at Steinberg Consultancy
Our Mission
Our mission is to empower cloud software companies to achieve unparalleled customer success by designing and implementing world-class customer success management programs. We are dedicated to driving customer satisfaction, retention, and growth through innovative strategies, expert guidance, and a commitment to excellence.
Our Values
We believe that true value lies in the details, and we strive to make every interaction a positive and memorable experience. Your satisfaction is our ultimate goal, and we are here to ensure that every step of your journey with us is marked by excellence and expertise.
Our Approach
Our approach begins with a comprehensive Customer Success Best Practices Assessment, meticulously reviewing all aspects of a customer success management program, including tools, templates, processes, training, and organizational structure. The assessment deliverables encompass specific, actionable recommendations and a range of implementation options, ensuring tailored solutions that drive success and satisfaction.
About Rob Steinberg
Rob Steinberg is a seasoned advisor specializing in Customer Success Management (CSM) for cloud software companies. With over 20 years of frontline CSM experience, Rob has worked with industry giants such as IBM, Verizon, GE, EY, Stanley Black & Decker, and Liberty Mutual, where he has designed and implemented effective governance and adoption programs, resulting in increased solution utilization and realized value. His expertise extends to developing comprehensive CSM strategies for SAP, making him uniquely positioned to offer practical, real-world guidance on building Best-In-Class Customer Success Management programs.
Rob’s career spans 40 years of helping customers evaluate, implement, and utilize supply chain management and enterprise software solutions to address their strategic challenges. His professional accolades include multiple recognitions by Supply and Demand Chain Executive magazine as a “Pro to Know” and a graduate of Rutgers University’s Customer Experience program. He is certified in the Gainsight solutions and has extensive experience using Totango.
During his 32 years at SAP, Rob served as the global strategy lead for the enterprise customer success manager role. His responsibilities included:
- Defining the role and its responsibilities,
- Identifying necessary skills, tools, and templates,
- Developing a “Day in the Life” training program, and
- Implementing a communication and change management program.
Passionate about customer success, Rob founded Steinberg Consultancy to help cloud software companies in the early stages of creating their CSM programs. His ability to quickly evaluate and provide practical perspectives on CSM programs has been instrumental in driving business outcomes and value for his clients.