Customer Success Teams and support have proven to be vital resources for many business models, including SaaS products. Since vendors are challenged with maximizing adoption as quickly as possible while ensuring a positive consumer journey, there is a need for strategic and nurturing outreach.
Our mission here on the Compete PRO Customer Success team is pretty simple–make our customers more successful and realize the value of our products. The attention and nurturing we provide to our clients differentiates us from your traditional support or customer service team. We’re here to dig deep into our clients’ business needs and objectives to ensure we have a full understanding of how our data can help achieve them.
After we get to know our clients, we create a customized training curriculum that includes three 30-minute sessions. The idea here is to ease clients into the Compete PRO tool by slowly introducing reports that will be useful for them. After those training sessions, we hold one larger session that shows how everything works together to tell a data-driven story. For the first three months of our clients’ subscriptions, their Customer Success Manager will be the go-to person for support and training. Our clients don’t need to reach out to a general support queue and wait 24 hours for a response. We make ourselves directly available to our clients and proactively reach out with personalized webinar invitations, relevant recorded content and other collateral that we think will enhance the experience and add value.
In addition to a customized training series and direct access to a product expert, our clients also have the opportunity for some additional layers of insight through their subscription via Connect the Dots sessions and deliverables.
Connect the Dots sessions are customized walkthroughs of the Compete PRO tool with a Customer Success Manager (CSM). In these sessions, your CSM will create a presentation that includes Compete PRO data along with outside research to help tell a compelling story. Whether you want to assess your competitive landscape or want to dive deep into the data for a specific project, Connect the Dots sessions are yours to customize.
Monthly (or Quarterly) Deliverables are an option if you’re doing regular internal reporting or just would prefer data to be delivered to you on a regular basis. Our Customer Success Team will work with you on a template that best fits your needs and on a monthly (or quarterly) basis XXX appropriate data into the template, including slides that contain additional outside research and insights.
Here on the Compete PRO team, we understand the importance of training and support when you’re just getting started with a new product. You want the onboarding process to be easy and painless. The Customer Success Managers here at Compete PRO provide that type of experience, with a personal touch, for our clients. We not only make it our priority to train, support, and consult you, we’re committed to really understanding your goals and working with you to find ways we can help.
Alison Shafer is a Customer Success Manager at Millward Brown Digital. She has a degree in Marketing and Communications from Syracuse University and has worked in various marketing roles since graduating in 2011. Find her on LinkedIn or Google+!