customer success is ...
a dedication to your value realization.
Customer Success is the team that gets you going and takes on the responsibility of maneuvering you thru your product and solution adoption at NOW. The initial journey looks something like this:
YOUR Initial value realization Journey
This is the time you initially get to learn about the product, and all it has to offer. The collective Sales, Product Training, and Customer Success team work together to support your journey in identifying how NOW is best fit for the value you’re initially hoping to realize.
Product Adoption Journey
The Customer Success team gets to prepare you, and your team, for Onboarding. They serve as the guide in working with you to make sure everything is ready to go to get the Onboarding team ready educating you on what to expect – collecting the items Onboarding needs, in advance – and ensuring resources are confirmed and ready to engage with Onboarding.
As Onboarding is collaborating with you, setting up the product ultimately for your adoption, the Customer Success team also coordinates training and demo opportunities to continue expanding your familiarity and comfort with the NOW platform.
Once Onboarding has concluded set-up and determined your readiness to begin using your product, Customer Success will partner with Onboarding in making introductions to our super-hero support organization. We aim to provide ease and comfort as you begin to work with an organization, support, we know you’ll grow to love!
Product Value Journey
You’re in the product and now it’s time to keep eyes on how you’re doing … and to make sure the value you planned to receive is exactly the value you’re realizing. Customer Success is your committed advocate to maintaining awareness to how you, and your team, are performing in the NOW technology and continually identifying areas for improvement and growth. You could look at this as your trusted advisor, always looking for opportunities to help drive excellence.
When you think about customer success we want you to think about that ONE person at NOW is THE one committed to your overall journey and success when engaging with NOW’s organization, and when using the NOW platform.
They are THE one there from the beginning, getting to know about you and your organization’s because they can partner with all NOW teams to help determine the best path and adoption best befitting. They also get to be THE one to be your liaison and tour guide as you initially get going with NOW … and they are THE one to remain by your side as you grow with the product and services we offer.
After you’ve achieved your first milestone of what we refer to as “Initial Value Realization” (a time when you are proving able and capable of using the product + it has been proven you are receiving the initial value you had expected to achieve), your Customer Success team is staying true to your continued growth and value. Below are just a few of the things they are doing for you on a daily basis: