Customer Satisfaction Strategy

What do customers want?

 Great support and service

 Reliable, quality product
 Easy to do business with
 Easily accessible information

DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
What do we need to to do?

 Develop/Build a Quality product

 Reliable infrastructure
 High quality, Feature rich
 Create ways to capture customer input
 Product direction
 Service needs
 Create a customer-focused company culture
 Share customer successes
DERBY
 Share responsibility for customer issues DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
What more do we need to do?
 Deliver consistent service and support
 Develop processes for each relationship phase
 Staff the right people
 Maintain employee expertise through training

DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
Goals
 100% customer references
 80% of customers issues resolved via
the web, email or chat
 Growth of X% in Services revenue
 Growth of X% in Subscription revenue
 Customer Satisfaction Rating
DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
Measurements
 Customer Sat Surveys
 New customers
 % of Customer References

DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
Key Tactics

 High Touch
 Account Managers working with Corporate accounts
 Implement Welcome Email/Letter to new customers
 Customer newsletter
 Create a Product Advisory Board

DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
 Key Challenges

 New features vs. maintenance issues

 Maintaining high touch in a fast growing company
 Creating a customer-focused company culture
 Be creative

DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS
Results

 Lots of Happy Customers

 Lots of Revenue
 Happy Employees
 Happy Shareholders and Investors

DERBY
DERBY
MANAGEMENT
MANAGEMENT
CONSULTANTS
CONSULTANTS