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Roberto Sigona
Customer-focused leader with proven success delivering optimum customer satisfaction and account growth
Roberto Sigona is an industry expert in customer success solutions, organizational transformation, and ROI maximization. With a strong focus on customer retention and growth, Roberto has led high-performing teams to achieve exceptional levels of customer satisfaction. His expertise includes conceptualizing, developing, and implementing SaaS solutions to amplify revenue growth, customer base, and services adoption. Roberto excels in driving operational excellence, streamlining business operations, and optimizing organizational efficiency in fast-paced environments. He has a broad success and expertise in service strategy, renewal sales, customer engagement, and relationship management, as well as TSIA industry thought leadership to enhance customer satisfaction levels and service performance. Roberto's passion lies in exceeding organizational expectations and creating win-win scenarios for all parties involved through innovative ideas, strategic thinking, and problem-solving. Fluent in English, French, and Italian, Roberto's core competencies encompass vision, customer acquisition and retention, customer engagement, SaaS, change management, productivity improvements, risk assessment, business planning, talent acquisition and retention, troubleshooting, negotiations, premium service delivery, leadership, and financial acumen. Roberto studied Electronics, Electricity, and Programming at HES-SO Haute école spécialisée de Suisse occidentale. He has held key positions including Chief Customer Officer at Qlik, and Vice President roles at Autodesk focusing on customer success services, premium services, and product support. Roberto also served in advisory roles at Outcome Selling Advisory Ecosystem and the Technology Services Industry Association (TSIA).
Highlights
⏰ I see the SaaS customer journey as a clock. (Well, I am Swiss!)
To truly understand the journey and ensure customer success, you need to sit down and visualize it. We use a clock at Qlik because the renewal cycle is 12 months long and there are, of course, 12 hours on a timepiece.
🕛 The renewal deadline is midnight. Are you going to wait until 11pm to put the work in? Will it be a chaotic dash at the end to encourage your SaaS customer to renew? Or will you act the whole time the clock is ticking?
We go on the journey with our customers, showing them how to gain true value from our services throughout the year. Otherwise, we would be leaving it until the last minute to try and retain them. It’s something I’m very passionate about.
I’ve worked in detail with my entire Customer Success organization including Technical Support, Customer Experience, CSMs, Education, Professional Services and Renewal on this:
🕒 Minute one until three o’clock: Land Onboard the customer and plan for success – ensuring the time to first value is swift and that all areas of the business are seeing the benefit.
🕕 Three to six o’clock: Adopt From execution of the plan and adoption – making sure the customer sees value and increases the use of our solutions is key here, bringing the customer and users along for the journey.
🕘 Six to nine o’clock: Expand Monitor ROI and expand on successes – making sure the plan delivered on expected outcomes and ROI, demonstrating true value and building on it.
🕛 Nine to twelve o’clock: Renew Renew and upsell – using data to turn them into a digital customer for life.
At Qlik this simple method has allowed us to align all our delivery resources to a common language and goals, and ultimately this has allowed us to achieve spectacular results in terms of Net Retention (Renewal + Upsell).
This approach is relatively new to our business, and we are continuously learning and improving on what it takes to make our customers more successful and drive overall growth for them and for us at Qlik.
How do you view the customer journey in your business? I always love to learn about different approaches. 👍
#CustomerSuccess #CustomerExperience #UX #SaaS #UserExperience
