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Case Study Vecna - Empowering CSMs and establish them as the voice of the customer across Vecna

Case Study Vecna – Empowering CSMs and establish them as the voice of the customer across Vecna

In this case study, we highlight our collaboration with Vecna Robotics, a leading robotics company. The main challenge was to empower their customer success managers (CSMs) and establish them as the voice of the customer across the organization. We outline our approach, which involved conducting a maturity assessment, defining the CS team charter, and providing employee engagement workshops to empower the CSMs and ensure efficiency.

Case Study Vecna - Empowering CSMs and establish them as the voice of the customer across Vecna

Outcome

2 months, with ca. 2h workshop time per week

High Level Approach

  • Maturity Assessment across Post-Sales

  • CS Team Charter

  • Employee Engagement & Soft Skills Workshops

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