Michael Crawley
Former Chief Customer Officer and Head of Customer Success at SAP ANZ · more than a decade leading enterprise SaaS customer organisations. Writes on Customer Value & Recurring Revenue — how organisations move beyond adoption reporting to understand, evidence and articulate the value customers actually realise.
Michael Crawley is a former Chief Customer Officer and Head of Customer Success at SAP ANZ, with more than a decade of experience building and leading customer organisations across enterprise SaaS and cloud technology.
During his career with SAP and SuccessFactors, Michael led Customer Success across ANZ, working across customer adoption, value realisation, retention, renewals and growth. His experience includes leading customer organisations responsible for $900M in cloud ARR and $270M in annual renewals.
Today, Michael advises SaaS organisations on Customer Success strategy, customer lifecycle design and operating models. His work explores the relationship between customer value and recurring revenue, and how organisations move beyond adoption and activity metrics to understand, evidence and articulate the value customers realise.
His column — The Value Ledger
Customers don't buy software; they buy outcomes — and in recurring revenue, the buying decision returns at every contract term. The column follows the ledger of evidenced value: when adoption stops being the outcome and becomes part of the chain of evidence, how value is qualified, quantified and articulated with the customer, and what the KPIs and decision points reveal about whether a customer relationship is genuinely working.
First article: When does Customer Success become value realisation rather than adoption reporting? →
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All publications by Michael Crawley →
Michael Crawley is an independent advisor specialising in Customer Growth & Success. He writes here in a personal capacity. Articles are vendor- and firm-neutral.
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