Who You Gonna Call?

Take Advantage of Your Customer Success Entitlement

Before COVID-19, I went to Disney World with my family for vacation. We had a lot of fun even though we walked 10 miles a day in the Florida heat.

Thanks to the Disney cast members (employees), I quickly learned all the ins and outs - from where the rides were, to where we could eat with our meal plan, to where the closest transportation was.

When I was unsure, I would turn to a cast member, and they would send me in the right direction. Because of their help, we had a better time and got the most value from our vacation. It saved us time and steps.

Such is my role as a Customer Success Manager (CSM) at GE Digital – helping customers get more value by being knowledgeable and available on their behalf.

Customers make investments in our products and services but often need help answering questions such as:

• What’s included in my entitlement?
• Who do I call for support? 
• What training am I entitled to?
• How do I renew my support plan?

Much as I was lost at Disney, customers may be lost in terms of what they own when they have a relationship with GE Digital.

By working with my customers and being available to help them on their journey, I add more to their investment. This closeness helps improve their experience with GE Digital. Additionally, this relationship helps me listen for other problems that we could potentially solve for the customer.

A CSM can act the same way as a Disney cast member: working with our customers to ensure they get the quickest and highest value from their investments. A CSM is someone who knows the ins and outs of GE offerings and resources.

By utilizing their CSM, customers can quickly get the most value out of their entitlement. Customers have access to sales people, services engineers, support engineers to name a few. Each of those groups is good at what they do, but they each have a focus on their individual function. A CSM can take a step back and look at the overall health of the customer as well, looking at areas such as Commercial, Professional Services, Support, Engineering, and Adoption.

As an example of my CSM responsibilities, one of my customers is a major automotive manufacturer. You can discover how this customer improved efficiency and quality by watching my session from the GE Digital User Conference.

The bottom line: take advantage of a Customer Success Manager. A CSM can reduce frustration as well as identify entitlements you might not be aware of – in the end, improving your experience and accelerating outcomes.

Learn more about the Customer Success Manager team, part of GE Digital’s Acceleration Plans.