Having won over 100 new customers since September last year, the results from practices on our Customer Success Programme are very pleasing, with 91% of the practices that have been on the programme for more than six months reporting growth in their private revenue, and 55% of those practices experiencing growth in excess of 20%.
The Customer Success team now comprises five consultants: Andrew Hepburn, Andrew Boyce, Sean Norman, and our newest recruits Mitchell Donald and Yasmin Downie. This team works with new customers to assess their challenges and then combines this knowledge with the customer’s objectives and their reasons for switching software systems to create an improvement plan.
Our immediate aim for Customer Success is to attract several hundred new customers in 2018 by creating an environment in which customers fully understand what they’re doing, are confident about the business metrics they are receiving and fully appreciate that they are getting the best out of the software in which they have invested. Ultimately, practices only change software systems if they have good reason to – switching to EXACT usually means there is a desire to improve their business. We want every single customer to be really happy they made the change and to recommend us to their colleagues and peers.
Andrew Hepburn is an original Customer Success Consultant. He says: “I’ve spent many years at Software of Excellence, but my role now as a Customer Success Consultant is immensely rewarding. Working so closely with practice principals and managers gives me a unique opportunity to dig deep into their aims and objectives. Understanding these and then being able to implement actions that help achieve their goals is fantastic for them because they see an immediate improvement in their practice metrics, but it’s also great for me as I feel I am really making a difference.”
To learn more about Software of Excellence’s business solutions and be part of the Customer Success Programme, click here.
You can follow other practices that are already on the Customer Success Programme and read about their experiences by visiting www.g2gchallenge.com.