Customer Success
Check-up
The Customer Success Check-up is a small packaged service designed to assess the temperature of key customers and their experience with a given product or service. Working with Customer Success leaders, the check-up service can be performed on just one account, but it tends to assess a number of customers each quarter to ensure that the Customer Success and Support teams are providing the expected level of service.
Although working on-behalf of the Customer Success team, Viewpoint Analysis is 100% focused on the individual customer and their experience. It signals that the vendor cares and the resulting report can be used by both customer and vendor teams to drive the relationship forwards, and can also inform the broader sales team about the health of the account and contract.
What's
Included?
The report output includes a range of key information that will be important for both the customer and vendor teams to improve visibility of issues and drive further adoption. We also provide a separate report for the vendor with our thoughts and opinions on the health of the account.
The core report includes areas like:
-
Customer feedback and experience.
-
Customer support assessment.
-
Usage review and future plans.
-
Missing or planned functionality.
-
Pain points and frustrations.
-
Recommendations for the future.
How it works
The Customer Success Check-up is one of the quickest services that Viewpoint Analysis conducts for our clients and is a central part of our 'technology matchmaking' area.
Following an introduction from the vendor's account/customer success team, Viewpoint Analysis arranges a series of in-depth interviews with the client to learn more about their experiences and needs.
Each of our customers tends to operate in a different part of the technology or software industry, and as such, customers come from a diverse range of sectors and countries. We change our approach and interview questions to fit the contact and company, and also based upon the requested questions of our client vendor.
The Outcome
The aim of the service is two-fold:
1) To provide an audit or temperature check across a vendor's customer base to ensure service levels are achieved and customers are happy and positive about the future.
2) To uncover the customer's priorities and current service experience so that we can build improvements for the future. By understanding their complete experience, from product gaps to customer support engagements, we can build a path for continued success.
Our service runs across several clients each quarter, and we suggest, for the most significant accounts, running the check-up annually.
