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Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)
Manage episode 461298887 series 3373995
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#updateai #customersuccess #saas #business
Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions.
Timestamps
0:00 - Preview
1:00 - Meet Colin Murphy and overview of BMC Software
6:30 - Customer Success at BMC Software
11:35 - Core objectives of CS
13:13 - BMC's Growth Priorities
15:01 - Engagement framework, tracking & adoption reviews
21:30 - Vision and Objectives for 2025
24:40 - Use of AI in CS and Tech Support
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👉 Connect with the guest
Colin Murphy: https://www.linkedin.com/in/colinmurphy-techoperatingexecutive/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
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Keywords:
How to keep your customers happy, Customer success management, risk mitigation, adoption maturity, expansion, gross retention rate, GRR, customer engagement, adoption assessment, adoption review, success plan, executive touchpoints, executive customer engagement, customer experience, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics
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Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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