There is no exact method laid out before you, you have a ton of work ahead to make this work and even when you do figure it all out; you then need to get people to listen to you; to buy in to your vision and to invest in it to bring it to fruition and make it a true success.
Last November I attended Pulse Europe: The EMEA Customer Success Conference. I was actually a speaker at the event, but I’ll save a wrap up of my topic “Code Red why your at risk meetings aren’t resulting in an epic save” for another blog.
Avecto is listed as an official security provider in the Endpoint Protection Platforms category on the Gartner Peer Insights website. In case you aren't familiar with the site, it's a review portal for security leaders and their teams to get anonymous third party feedback on a vendor and their software solutions. We firmly believe this type of resource is a hugely valuable, open and honest way of assessing the security landscape. So this is our rallying call, for Avecto customers to tell the world what you think about our Defendpoint software.
Recently I was in a meeting discussing a customer that had been particularly slow to adopt our solution and someone said to me “Isn’t that your job?” and for a moment I felt personally culpable for the failure of a speedy time-to-value for customer X.
You may have come across the term Customer Success, and perhaps you thought it was a new concept, or a rehashing of an old concept, or just the latest business fad? In the following the post, I will debunk two of the most common misconceptions about what Customer Success is and then give you my opinion of what Customer Success should, and could be.
There are many aspects of customer service that are often portrayed as more complicated than they really are. This happens in all industries; sometimes for good reason, but regularly it occurs unnecessarily. If you ask a retail customer who just scored a particular outlet very low on a survey for their reasons why they gave that score, common answers are usually along the lines of: “I couldn’t get hold of the right person to handle my query”; “I was left waiting on the phone for x minutes only to be cut off”; or “the handler could not deal with my issue and I was passed from pillar to post without resolution - it felt like they didn’t know what they were doing!” - We have all been there.
At Avecto I am always looking for ways to take our customer satisfaction to the next level. Our customer success team work throughout a customer’s journey, from saying hello on day one, checking in through the implementation, regular account review meetings, through the support renewal period and beyond.