Since May 1st, Philippe Govart is the "customer success manager" of HP France, the first in France for the American manufacturer of digital presses.
What is a Customer Success Manager? Difficult to translate into French. " You could say: who makes our customers successful, but that's not very nice. In fact, the mission of a Customer Success Manager is a business support role, an active role in the field." explains the new customer success manager, who was the group's marketing director for nearly 20 years.
"I ask as many questions as possible to our HP Indigo customers to understand the situation, who they are, where they really want to go, what their needs are... I'm there to help and accompany these printers to answer their problems in every possible way. It could be finding the right paper for what application, how to expand into what geographic or industry market, solving a productivity problem... It's infinitely varied."
The customer success manager brings together different skills such as communication, marketing, technical, sales..
"I bring to our HP Indigo customers my professional and personal relationships and skills gained and used at HP over the years to find the right ways and means, says Philippe Govart. I connect those customers with a supplier who will help them or a printer who has run into the same issue for example or with specialists in a bunch of different subjects."
With more than 200 HP indigo customers in France, this added service offered, which requires a strong investment from the customer success manager, is mainly intended for customers who request it and for whom Philippe Govart's intervention will be the most relevant. "Some printers already have all these skills in-house." he points out.
This service has been in place since last year in other subsidiaries of the group and is very much appreciated by customers.
