THE Standard for SaaS Customer Success - Aleisha Hales

Customer Success & Digital Transformation in AccountingWhat does good look like when it comes to implementing SaaS tools in an accounting firm? This week, I’m joined by Aleisha Hales (ex-Xero, now at Silverfin) to talk about the messy, human reality of accounting tech success – and how vendors and firms can both do better.We dig into:– Why enablement matters in SaaS customer success– The red flags of self-implementation gone wrong– How accountants can push back and ask more from vendors– What the chain of change looks like in practice– And how to build a culture that’s actually ready for digital transformationIf you’re in an accounting practice wrestling with change – or a SaaS vendor selling into the space – this one’s essential listening.00:00 Coming Up00:46 Customer Success in Digital Transformation01:29 Aleisha Hales' Professional Background02:49 Navigating Change Management in Accounting05:40 Common Pitfalls in Software Implementation09:22 Balancing Vendor and Firm Responsibilities14:44 Strategies for Effective Change Management21:27 The Chain of Change in Sales22:03 Non-Negotiables for Industry Standards22:30 Understanding Customer Success24:19 Balancing Sales Aggression and Customer Needs25:03 The Importance of Intentional Projects25:51 Risk and Change in the Accounting Industry28:31 Customising Business Reviews31:12 Continuous Customer-Vendor Relationship37:27 Final Thoughts and Fun Questions🎧 Subscribe for more on accountant digital transformation, SaaS customer success, and what it takes to get accounting tech projects over the line.