“A client (customer) is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He’s not an interruption to our work. He is the purpose of it. He’s not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” – Mahatma Ghandi
Ghandi’s quote is a perfect description of our Customer Success team. Our purpose and priority is to make our customers successful using Red e App as a platform to connect their employees.
While Customer Success is not a new concept, it has become a hot topic within many companies. But why?
- What does customer success really mean?
- What does it look like?
- Is it up to the customer to determine success?
- Or is it up to the company to set benchmarks for their customers to meet?
Customer Success = Collaboration
At Red e App, our customer success team collaborates with the company administrator on the key components of a successful implementation:
- Setting up the company branding within the app
- Syncing the employee data
- Establishing targeted communication groups
- Training administrators and sharing best practices
- Assisting with employee adoption and onboarding materials
- Providing on-site support at kickoff
Measurement and KPIs
We take the approach of mixing customer goals, market expectations and mutually agreed upon metrics to drive and measure the success of a customer. Success no longer has to be intangible, such as how someone feels. With things like subscription rates and usage reports, we all have a complete view into how a customer is performing.
However, we like to look at the real world. We like to see how our tool is being used to answer a problem. Often times, KPIs can show us measurable indicators of success, but true success is also based on qualitative information such as behavioral changes, operational efficiencies, and business sentiment.
Best practice: Poll your audience
As a success team, we love it when customers change their behaviors and start providing information that their employees ask for. Nobody likes to be the last person to find out important company information, what the newest job opportunities are, or what the cafeteria is offering this week.
Why make them the last to know? Stay engaged; ask your employees what they want to hear.
Happy employees make an overall better workplace
According to Insync Surveys, engaged employees have 18% higher productivity and 60% higher quality than underengaged employees.
We see an engaged workforce as the ultimate customer success. Why? Because our customers extend beyond the main company contacts, our customers are also each of the employees that make the effort to connect with his/her employer.
Take a look at our case studies to see how our customers are experiencing higher engagement and lower turnover using Red e App.