Award Winning Customer

This engagement represents a broader value-led customer success model applied across my entire APAC enterprise portfolio at SAP Concur, with Globe Telecom serving as a flagship example.

Across the region, many customers initially viewed Concur as a functional expense tool rather than a strategic finance platform. While adoption was strong, value was often understood inconsistently across finance leadership, audit, procurement, and regional teams, which limited expansion and long-term impact.

I introduced a structured, value-led engagement model across my patch, focused on making business outcomes visible early and consistently. This included:

• Defining clear value pillars aligned to finance, governance, and operational priorities

• Translating platform capabilities into executive-relevant outcomes

• Establishing a repeatable value review cadence to track realised impact

• Using value narratives to support renewals, upsells, and executive alignment

At Globe Telecom, this approach repositioned Concur from a transactional system into a trusted finance platform, aligned to cost control, compliance confidence, and executive visibility. Globe expanded their Concur footprint significantly and was recognised twice as SAP Concur’s “Most Innovative Customer.”

Across my broader APAC portfolio, the same value discipline delivered:

• ~$800K USD in expansion revenue within the first year

• 0% churn across the managed enterprise book

• Stronger executive sponsorship and longer-term partnerships

This case illustrates how a repeatable, value-led customer success approach can drive expansion and retention at scale, not just within a single account, but across a complex enterprise portfolio.