Coaching Customer Success to Support

In any technology company, support functions are the face of the organization to the customer. The coaching culture design infuses teachable moments into realistic support cases to demonstrate how support engineers and customer success representatives can exemplify the values that define the brand and organization.

Business Challenge

Support and customer success teams are in a unique position that is very much customer-facing. They have daily interactions with customers through various channels and probably interact directly with customers more often than any other part of the business over the long term.

How do you ensure that employees feel invested in the customer’s success, take ownership of their issues and remain the face of the customer when communicating information coming from other internal teams such as operations and engineering?

Project Highlights

Adapted from incident support logs, explore how our values can impact your interactions with customers and co-workers. Presented are five support scenarios that involve support representatives and Customer Success Managers supporting a customer through configuration and upgrade issues.

Understanding our values in everyday support situations is critical to the team’s success, by following a complex support incident with a customer from inception to completion can educate how we can live and represent the culture. The course focused on inserting core values into daily work scenarios. Within this course, learners are introduced to SAP SuccessFactors Support Culture through five practice scenarios that demonstrate the SAP Values and our support culture.


Bringing realism to the course was important, the practices mimic communication through voice and chat with customers, as well as provide decisions based on incomplete information.  Learners have opportunities to practice decisions and view outcomes as they are introduced to their role and unique culture of the organization.

Each practice module provided an opportunity and decision point regarding how our values can impact the interaction and outcome for the customer. At the end of every practice, consider any additional follow-up actions and reflect on any learning that could be shared more widely across your team.