For Keystone customer success goes beyond customer service. Customer service is reactive. A customer has a problem, they make a call or open a chat, and someone helps resolve the issue. The customer drives customer service.
Customer success is proactive. Keystone company ensures that our service is meeting the needs of the customer. We make sure you understand the service and how it works and respond quickly to any issues, questions, or feedback you may have.
We want you to stick with our service and renew. That only happens if our service is meeting your needs and therefore we view our customer success process as critical to underpinning our business.
Setting Up Our Customers for Success
We don’t Try to Sell to Anyone - One of the greatest advantages of knowing who our ideal customers are is knowing who they are not. Instead of trying to sell to everyone, we are selective in our sales process. We collaborate with our salespeople to develop a thorough qualification process for new customers.
Customer Strategies through the Sales Process
Help Our Customers Qualify Themselves - If our customers are able to buy from us without speaking to a salesperson, We look to include enough information in our product descriptions and sales pages to help you qualify yourselves. We try to help you decide on your own if they’re a good fit for our product.
Clarify Our Customers Goals Upfront - Clarifying your goals upfront during the sales process is key to success. Doing this helps us to determine if our product is an appropriate solution for you.
Successful Customer Onboarding
Personalise the Onboarding activity - The more personalised the onboarding experience is for you, the better. Clarify their goals upfront, and then provide you with training that is specific to your goals.
Help our customer get Immediate Value from our Product - With software and training products especially, helping you get immediate value from our product is critical. When a you get immediate value from our product, you are more likely to continue using it.
We try to identify a “quick win” that you can accomplish with our product, and create an onboarding experience that helps that achieve that quick win as soon as possible.
Identify and Articulate key milestones - Identify all of the steps that you need to take in order to achieve your desired result with our product.
Maximise Customer Success
We look to help you maximise your success by:
- Drive User Adoption
- Monthly Progress Calls
- Quarterly Performance Reviews
- Platform Usage & Performance
- Performance Dashboards
Long Term Customer Success and Retention
We look to keep you as a customer over the longer term by:
- Innovation and New Capabilities
- Business Opportunity & Joint Marketing
- Roadmap Alignment
- Client & User Satisfaction