Customer success is a paradigm shift in the way a company does business. M-Files itself has gone through a transformation from a traditional perpetual licensing business to a recurring revenue-based SaaS operating model. 

In this episode, we'll talk about the main difference between these two models, what it means from the operating perspective on a company level to be a successful SaaS business, the part that Customer Success plays in this and how this relates to our partner network.  We will be looking at this from the viewpoint of two of M-Files' C-level executives, Justin Kim, CFO and COO and Bob Pritchard, CRO.

Topics:

• M-Files' transformation from perpetual to SaaS. (5:34)
• Any challenges M-Files faced in transforming to a SaaS company and aligning our partners to this new model. (7:20)
• The biggest difference in SaaS vs. Perpetual sales? (8:21)
• Why is Customer Success so important now that we are a SaaS company? (13:09)
• The pandemic's affect on the business. (17:55)
• What if we had not invested in CS a few years ago. (22:58)What value does the CSM role provide to your customers? (19:24)
• What are the key metrics that a company wants to track when it comes to SaaS business? (24:50)
• Advice for those of you who are new to Customer Success and not sure where to start. (28:09)
• Why is it so important for our partners to start implementing CS now? (31:00)
• Our past and future investment in CS and Channel CS. (31:45) 

Hosts:
Samppa Lahtinen (CS Program Manager, M-Files): https://www.linkedin.com/in/samppalahtinen/

Guests:
Justin Kim (CFO/COO, M-Files): https://www.linkedin.com/in/justinskim/
Bob Pritchard (CRO, M-Files): https://www.linkedin.com/in/bobpritchard/

Website: https://www.m-files.com
Podcast feedback: Email shobha.mahtey@m-files.com