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Edge Multicloud
Edge Multicloud
Less Churn | More Revenue

Customer Success, Delivered

Your Customer Success Partner
Expanding your business is exciting, but building a high-performing Customer Success organization across multiple countries is expensive and time-consuming.

EMC helps global technology companies deliver exceptional customer experiences without the cost and complexity of establishing local Customer Success teams in every region of operation.

We become an extension of your organization, helping your customers adopt your solutions, achieve measurable business outcomes, renew with confidence and expand their investment.

What We Do
  • Customer Success Management: Driving customer adoption, value realization, renewals and long-term growth.
  • Technical Account Management: Providing trusted technical guidance, proactive account reviews and coordination between your engineering teams and customers.
  • Partner Success: Helping distributors, resellers and system integrators become more successful selling and supporting your products.
  • Customer Onboarding: Structured onboarding programs that accelerate time-to-value and reduce implementation risk.
  • Executive Business Reviews: Strategic quarterly reviews that demonstrate value, align stakeholders and identify new opportunities.
  • Customer Health Management: Proactive monitoring of customer engagement, adoption and business outcomes to identify risks before they become problems.
  • Customer Advocacy: Transforming satisfied customers into references, case studies and long-term advocates.
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The EMC Success System

Growth is not just a function of effort. It is a function of systems.
Customer success is more than onboarding or support. It is a continuous process of helping customers realise value from your technology. Our services are built around four integrated success engines.

Engine 1: Customer Success

Helping customers achieve measurable business outcomes.
Services offered:
  • Customer onboarding
  • Success planning
  • Adoption programs
  • Executive Business Reviews (QBRs)
  • Customer health management
  • Renewal planning
  • Customer advocacy
Outcome: Faster adoption, happier customers, stronger renewals.

KPIs:
  • Adoption rate
  • Time to value
  • Renewal rate
  • Net Revenue Retention (NRR)
  • Customer Satisfaction (CSAT)
  • Customer Lifetime Value (CLV)

Engine 2: Technical Success

Technology must perform before customers can realize value. EMC provides technical engagement that complements your engineering and support teams.
Services include:
  • Technical Account Management
  • Solution architecture guidance
  • Deployment success
  • Technical health reviews
  • Escalation coordination
  • Best-practice workshops
  • Product optimisation
Outcome: Reduced technical risk and higher product adoption.

KPIs:
  • Technical adoption
  • System uptime
  • SLA compliance
  • Escalation resolution
  • Product utilization
  • Technical health score

Engine 3: Customer Intelligence

Every customer interaction creates valuable insight. We transform customer data into actionable intelligence that helps vendors improve products, reduce churn, and identify growth opportunities.
Services include:
  • Customer health analytics
  • Voice of Customer (VoC)
  • Executive dashboards
  • Churn risk identification
  • Product feedback analysis
  • Competitive intelligence
  • Success reporting
Outcome: Better decisions backed by real customer insight.

KPIs:
  • Churn prediction accuracy
  • Product feedback adoption
  • Customer health trends
  • Executive engagement
  • Market insights produced

Engine 4: Customer Growth

Customer Success should create revenue, not just satisfaction.
We help our clients grow existing accounts through proactive engagement and long-term relationship management.
Services include:
  • Expansion planning
  • Executive relationship management
  • Customer success strategy
  • Cross-sell and upsell identification
  • Reference customer programs
  • Renewal support
Outcome: Increased customer lifetime value and recurring revenue.

KPIs:
  • Expansion revenue
  • Renewal rate
  • Net Revenue Retention (NRR)
  • Reference customers
  • Pipeline influenced
The result: A complete system that drives and controls growth.

Industries We Serve

EMC supports technology companies expanding across Africa, including:

  • Telecommunications
  • Enterprise Hardware and Software
  • Cybersecurity
  • Data Centres
  • Digital Infrastructure

Why Choose EMC?

Technology companies expanding into new regions, or entering new phases of growth, often face the same challenge: "How do we support customers without building a local Customer Success team?"

EMC provides the answer: We combine Customer Success, Technical Account Management, Customer Intelligence, and Customer Growth into one integrated service, enabling global technology vendors to deliver exceptional customer experiences while accelerating growth across Africa.

How We Work

Our engagement model is designed to integrate seamlessly with your organisation, whether you have an established Customer Success function or are setting up for the first time.

Step 1 - Discovery

We begin by understanding your business, customers, products, and strategic objectives.
Together we identify the Customer segments, Success metrics, Customer journeys, Current challenges and the Growth opportunities

Step 2 - Blueprint

EMC develops a tailored Customer Success operating plan that defines customer engagement, technical account management, executive governance, reporting, and performance indicators.

Step 3 - Launch

We become an extension of your team by providing expertise in Customer onboarding, Technical Account Management, Partner Success, Customer education and Executive engagement

Step 4 - Measure

We continuously monitor customer health, adoption, customer satisfaction, renewal readiness, and expansion opportunities through structured reviews and performance reporting.

Step 5 - Grow

Customer Success is not just about retention.

We help identify new opportunities within existing accounts, strengthen executive relationships, improve customer lifetime value, and support sustainable long-term growth.

At a Glance

10+

Clients

50+

Engagements

13

Projects

20+

Models

20+

Experts

-

Manage Your Customers Profitably and More Efficiently

Talk to an EMC Customer Success Expert