客戶成功團隊之策略方案：以ViewSonic智慧互動電子白板解決方案為例

Abstract

This research was inspired by ViewSonic’s corporate transformation from hardware to a solution company. ViewSonic entered the Education Technology (EdTech) market in 2018 as a digital whiteboard solution provider and they are the global leader in the Interactive Display market. In this research, using a qualitative single-case study method to discover the motor of transformation and in the course, what were the challenges, strategies, and tools applied. To have a thorough understanding of this transformation, unstructured in-depth interviews with 7 employees in ViewSonic from Customer Success and Regional Frontline teams, online articles, literature review, and materials from ViewSonic website were collated and analyzed to support this study. Delivering customer outcomes via the product and service is the general definition of Customer Success. For Customer Success (CS) team to react successfully during this process of transformation with disruptive solution offered to schools and corporations, having little data at the beginning to project the success for the end-users of the future, framework becomes important for the CS team as a strategy to navigate the path moving forward. The CS team not only chose the well-known Technology Adoption Lifecycle , but also applied different tools from the CS toolbox in different stages of the life cycle. In addition, the CS team focused on USA and Taiwan markets initially and expanded their effort to other regions for the purpose of building a whole solution to become a leading provider in Education Technology.

This research was inspired by ViewSonic’s corporate transformation from hardware to a solution company. ViewSonic entered the Education Technology (EdTech) market in 2018 as a digital whiteboard solution provider and they are the global leader in the Interactive Display market. In this research, using a qualitative single-case study method to discover the motor of transformation and in the course, what were the challenges, strategies, and tools applied. To have a thorough understanding of this transformation, unstructured in-depth interviews with 7 employees in ViewSonic from Customer Success and Regional Frontline teams, online articles, literature review, and materials from ViewSonic website were collated and analyzed to support this study. Delivering customer outcomes via the product and service is the general definition of Customer Success. For Customer Success (CS) team to react successfully during this process of transformation with disruptive solution offered to schools and corporations, having little data at the beginning to project the success for the end-users of the future, framework becomes important for the CS team as a strategy to navigate the path moving forward. The CS team not only chose the well-known Technology Adoption Lifecycle , but also applied different tools from the CS toolbox in different stages of the life cycle. In addition, the CS team focused on USA and Taiwan markets initially and expanded their effort to other regions for the purpose of building a whole solution to become a leading provider in Education Technology.