Customer success is a critical driver of growth in today’s B2B cloud environment. In the Selling the Cloud podcast, industry leader Eileen Voynick shares her journey from SAP to board leadership, offering insights on customer success, digital transformation, and value-driven strategy that CEOs and COOs can apply immediately.

1. Customer Success Begins with Value
   Eileen highlights that success is about delivering clear value from day one. It’s crucial to understand customers’ business goals and prioritize competitive advantage. Successful SaaS companies go beyond implementing technology—they focus on enabling real business outcomes.
2. Strategic Ecosystems Are Key
   The partnership between software providers and integrators must be symbiotic. Eileen’s coopetition model, developed at SAP, focuses on balancing partner and customer success to ensure all parties win. CEOs need to prioritize ecosystems that drive long-term results.
3. Customer Journey Mapping for Retention
   Creating a customer journey map is essential for identifying key touchpoints and ensuring value delivery throughout the relationship. This approach prevents last-minute scramble before renewals and ensures proactive engagement at critical junctures.
4. Cybersecurity and Cloud Enablement
   With digital transformation comes the growing need for cybersecurity. CEOs and COOs must prioritize cloud-based security strategies that protect sensitive data while enabling seamless digital experiences.
5. Product-Led Growth and Expansion
   Today’s cloud companies succeed by ensuring customers can easily grow within their ecosystem. Eileen emphasizes that expansion should be a strategic part of every SaaS company’s playbook, with customer success and account management teams working hand-in-hand.

Is your company ready to unlock the full potential of customer success and digital transformation? Contact AGS today for more insights or to connect with Eileen Voynick and other industry leaders.