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Exceedra Byte: Exceedra's Global Customer Success Team

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On this week’s episode of Exceedra Byte, Richard Burton, Exceedra Global Customer Success Director, gets behind the wheel with our Global Customer Success (GCS) Team and how they can help you make the most out of your software investment.

In a nutshell, Customer Success is about helping our clients attain the most value from our solutions and reaching their goals with our support.

 

Historically, software companies did not have a function dedicated to helping customers achieve great results as they started on their own journey past implementation, which sometimes led to a few challenges.

 

Seems strange, right? But here are a few examples:

Professional Services would help evolve client solutions through a Change Request, Product would be focused on doing roadmap features and new product launches, whilst the Support team generally would be focused on understanding customer tickets and fixing bugs.

DID YOU KNOW THAT:

It costs 50% more to bring in new customers than to retain your existing ones

It costs 50% more to bring in new customers than to retain your existing ones

The top software companies around the world have adopted a customer success strategy

The top software companies around the world have adopted a customer success strategy

Who helps to look after the investment you have made? This is where Customer Success steps in to assist.

In our team we have Customer Success Partners or CSPs. It is their responsibility to engage and ensure our customers are heard within the organization. We look to present a fair and reasonable strategy to help address customer requirements and strategy.

CSPs will bring industry expertise, best practices, and solution knowledge to help with adoption and utilization of the software.

Within our own organization, we act as the glue for our Sales, Services, Support & Product functions to ensure our customers get value from our partnership.

In fact, customer success is one of the strongest ways to both decrease cost and increase revenue. This is all about partnership, but only if we take the time to understand what underpins it and how both ourselves and the customer can benefit financially from improving it. Therefore, Exceedra has invested in a customer centric strategy with Global Customer Success.

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Exceedra Byte is a weekly vlog series where we take complex trade and revenue growth management topics and break them down into byte-sized pieces. Stay tuned every Thursday for new episodes.

Watch the previous episode of Exceedra Byte – White Castle’s TPM Implementation

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