Customer Success + Support in the Indirect Channel: It’s Complicated

The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities.   During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company.   This blog highlights the session where SolidWorks shared how they aligned their aligned their Support and Customer Success initiatives in the channel.

Session Summary

Managing the boundaries between Support and Customer Success can be challenging in a single organization let alone more than 400 third-party organizations.  Companies working to engage customers and ensure their success through a reseller channel need to build strong foundations that can adapt to work with varied and often imperfect data to make key decisions.   Join us to learn how Dassault Systems SolidWorks has evolved their process of identifying customers potentially at risk and targeting the right resources at the right time to address issues that put recurring revenue at risk.

Session Speaker

  • Ian Baxter, VP Worldwide Technical Services, SOLIDWORKS
  • Frank Aloia III, Director SOLIDWORKS Customer Success & Enterprise Services

Access Conference Recordings

Select the link below to access the conference recordings

ASP 2020 Conference Recordings

More information

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