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Success Story

Microsoft Netherlands

Mastering C-level conversations​.

“We chose Tricycle because they are known as a proven name within Microsoft. Their teamwork stands out; Together, we created a program that​ better prepared our Customer Success Team for meetings. With Tricycle, it’s not just about business—it’s a partnership where they listen and act quickly.”

Customer Success Director | Microsoft Netherlands

About Microsoft Netherlands

Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.

Microsoft Netherlands understood the need to build deeper relationships with their customers by transforming their Customer Success Managers into trusted advisors.
That meant a transformation. Historically, the team had been focused on reactive support. Now, the team needed to be equipped with confidence and skills to support the new challenges, preparing them to have better conversations with the business and c-suite and becoming leaders in consumption and adoption.

Role-play sessions as the booster for growth

After some theory coaching sessions, we created realistic scenarios that reflected real meetings and organized role-play sessions for the Microsoft Customer Success team.
During the role-plays, an actor played the role of a C-level executive, and both a Tricycle Business Coach and a peer provided feedback with tangible actions to improve the participant’s performance.

Project Outcome


As a result, the participants were enabled to better grasp C-level executive needs through enhanced active listening and adept questioning techniques. It also helped them lead the conversation through the business challenges rather than technical solutions. The team learned to be inquisitive, continually curious, and asking more and more to really understand the business value. They learned that it takes time and effort to build a relationship and rapport.


Over the past two years, we executed the program with  64 Microsoft Customer Success Account Managers.

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