How to get started with customer success

Customer Success: a fresh approach at Signicat

A Keynote from Sofi Fahlberg

Driven by senior management, digital identity specialist Signicat shifted its attention to a new directive: customer success. Sofi explains how the project has transformed how her team work, involving stakeholders internally, externally and in the boardroom. In this candid presentation, she details the failings and the successes moving towards a data-driven, scalable, proactive function that focuses on delivering value to customers.

  • Why you should start thinking about customer success
  • How to make analysing data fun – and productive
  • Tips for shifting culture towards collaborating with the business to drive objectives

Sofi Fahlberg has been working at Signicat, a company that offers customers digital trust – trust in their customers’ identity, trust in the agreements their customers sign, and trust in the integrity of documents – as project lead for customers success.

Before this role she has more years than she wants to admit with experience from Service Desk, app development, project management, process owner, portfolio manager and as leader of a cross functional project team department. She probably has more failures than the average it-worker on her track record, but also more wins. She has also been leading the program committee of the once legendary itsmf Norway conference.