I recently visited a local electronics store to purchase a new television. The experience was “okay” but what really impressed me were my continued and positive interactions with the 3rd party that was responsible for delivery of our new television. Starting with a phone call confirming the delivery date (from a real, live person – I was expecting a recording), followed by two additional calls prior to the delivery date confirming the details once more, even reminding us to make sure our pets were secured. The date of delivery came and their team showed up on time – to the minute – and continued with the same level of professionalism I had experience from the phone calls.
What does this have to do with Customer Success? Everything!
Starting strong is a key component of a customer success program. The earliest interactions with a customer are the most critical as this is where the seeds of trust and success are planted, or conversely, the seeds of doubt and missed expectations.
Below are three ways that we Start Strong for our customers, and how we’ve helped them be successful:
- Bring the right team. When a customer engages with Catapult, we put together a “dream team” that matches the client’s needs, timeline and objectives. For our Fuse intranet-as-a-service solution, for example, this includes more than 8 talented team members, including a SharePoint Architect, O365 Architect and Visual Designer. A client recently told me that our consultants were so knowledgeable and easy to work with that they “couldn’t wait” to do another project with us!
- Bring the right methodology. Getting the right job done well takes more than just great people – you have to have a plan. Clients are frequently surprised at how quickly we can have their new Fuse solution up and running. How do we do that? We’ve taken the best of our intranet implementation process (we’ve been providing intranet solutions for more than a decade) and designed a quick, agile, effective methodology. For one customer, this meant having their intranet up in three weeks, allowing them to meet a critical deadline to launch a new set of initiatives that are core to their business.
- Keep coming back to the “why”. Often, with projects that involve technology, it’s easy to get wrapped up in the “cool” stuff and start focusing on the bits and bytes. That’s why it’s important to bring everything back to the objectives and goals to make sure that what you are doing is in alignment with why you’re doing it. This can save valuable time and leave time for the things that really matter. One example I love sharing is the client who wanted to purchase a 3rd party navigation tool. When we sat down to discuss it further and mapped the functionality back to the client’s core business objectives, we discovered that the tool would provide no value at all. We were able to solve the problem with OOTB functionality and about 2 hours of effort. This saved them $3,000 and about 3 days of additional work.
What are your thoughts and tips on starting strong? I’d love to hear your feedback.
Interested in viewing Merrick’s recent experience with Fuse, click on the video below.