Planful is a leading financial planning and analysis cloud platform, it helps customers accelerate end-to-end FP&A process and fostering business-wide participation in agile planning and decision-making. Kimberly Simms is their CCO and is responsible for driving customer strategy and overseeing Planful's customer teams.
Kimberly Simms, Chief Customer Office at Planful, has 20 years in the industry and a background in consultancy firms such as Accenture and IBM. Joining Planful in 2020 Kimberly looks after the professional services, customer success, training and tech support teams, focused on optimizing customer journeys and improving retention. In this episode, she shares her insight into future direction of CS, the building blocks for customer experience, building in change management and the importance of net retention.
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