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July 24, 2018 Customer Experience

Why You Should Jump on That Offer for a Customer Success Review

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By Ali Lipman

Imagine this scenario.

The phone rings. It’s your customer success manager at your SaaS (software as a service) provider…again. What do they want this time?

Well, you’ve been using your software for a while and it’s time for your customer success review. (This is also referred to as quarterly business review, executive business review, or value assessment).

Your software seems to be working fine – at least you aren’t aware of many complaints – so why take time out of your already busy day to participate in this review?

Here are three ways in which your customer success manager will deliver value to your business via quarterly reviews.

1.) Get the most out of your investment

You made a major investment in your business by implementing new technology (CRM, marketing automation, ERP, etc.) with the hope that it will add rocket fuel to your growth engine. Your customer success manager will make sure you’re getting the highest return on investment (ROI) by checking user adoption, which features you’re taking advantage of, and which ones you should be. After a thorough review, they can provide you with suggestions to help you meet your objectives and achieve the ROI you envisioned when you began using the software.

2.) Optimize your processes

What do you want to achieve? How does your software help get you there? These are questions that should be asked periodically, rather than just at the beginning of implementation. Your business is unique and changes as you grow, so intermittent conversations around how your software can grow with it are crucial. Remember, your customer success manager understands how solutions fit into different business models. Take advantage of their knowledge and use it to adapt your technology to your unique processes, boost user adoption, and become more efficient.

3.) A free consultation with value added

How often are you offered a free one-on-one consulting session? Your customer success review is a unique opportunity to leverage a technology expert to determine if you’re running a winning system.  Even more, they are a great resource for tips, tricks, and recommendations on how to improve usage, streamline processes, and ensure your technology is scaling with your business.

Should you jump on that offer for a customer success review?

YES! It’s a quick and easy way to ensure you’re getting the most out of your software and remain on-track to meet the objectives you identified when first implementing the software. Next time your customer success manager calls, pick up the phone – you won’t regret it!

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Author Bio

Ali Lipman

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