Customer Success

“Customer Success” is many things:
A mind-set, a department, a business imperative for SaaS companies, and a maturing discipline. The foundation of Customer Success is based on increasing customer adoption of your product, driving retention and mitigating churn.

“Customer Success” is not Support
It is proactively working our customers towards their desired outcomes whereas “Customer Support” is reactive to customer issues.

“Customer Success” is not extracting as much revenue as possible…
It is helping customers extract as much value out of our products/services as possible.

 

The Customer Success Team is responsible for a wide area of intellectual property:

  • Business review discussion content for a 12 month duration

    • Recall and reminder best practice

    • Workflow and language usage discussion

    • Debt management

    • Effective appointment management

    • Outstanding treatment and follow ups

    • New patient acquisition

    • Practice marketing strategies

  • Other PMS health check data collections

  • Understanding of both Exact and Ascend PMS as well as their VAPs

  • The challenger sale and sales methodologies

  • Dental 101 and 102 training for internal teams

  • Calendly, Salesforce, Zendesk, Jira, Confluence, GoToMeeting, Bomgar, Leankit software platforms

 

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