Martello BLOG : Customer Success

Customer Success Summit 2018Martello has been ramping up its Customer Success program over the past year, and to take our game to the next level, our Customer Success Specialist, Ankita Saini, spent some time at the Customer Success Summit in Toronto last month. There, she gathered insights from specialists in the field including Mary Trick, Chief Customer Officer at INFOR, and Perry Monaco, Head of Customer Success at LinkedIn Canada. Here’s a glimpse into what she learned.

The Summit, which ran from June 26-27, was an opportunity to learn from experts in the field the tips and tricks that will help companies like Martello provide a better customer experience and ensure our users are getting the most out of Martello’s products. While there were many lessons learned, three key takeaways stood out.

1. Customer Profiles
The idea of a 360° Customer View was reinforced at the conference. A 360° Customer View provides key information on the customer in one place –  from deployment details to type of customer to the customer’s vertical. Tracking the customer’s journey from day one offers a better perspective of the customer’s experience across all channels. This allows for a unified view of all customer touchpoints which can be accessed by everyone in the organization.
Customer Success Summit 2018
An important and often overlooked component of customer profile development is evaluation. A great tool for evaluation is the creation of Customer Success Plans (CSP) that reflect the customer’s journey.

What does a strong CSP look like?

  1. It provides measurable goals that are assessed on an annual basis and clearly demonstrates success.
  2. It must be transparent; the customer is aware that the CSP is in place.
  3. It provides information and acts as a learning opportunity for the customer so they can upskill as necessary.
  4. It should be a dynamic document that is revisited and adjusted as needed every quarter.
  5. There is mutual ownership of the CSP between the organization and the customer.

2. Account Segmentation
Another strategy that was reinforced at the Customer Success Summit was Account Segmentation. As any customer success specialist knows, no two customers are alike. Hence account segmentation is required.
Here at Martello, our Customer Success program includes a segmentation strategy, called an Engagement Score Model, which was implemented at a very early stage.
Customer Success Specialist
Typically, Customer Success would split customers into three groups:

  1. High Touch: These customers have a high growth potential, and require special attention to help them attain that growth.
  2. Low Touch: These customers are doing well but still have the potential to grow more.
  3. Tech Touch: These are our self-sufficient customers. We should ensure a relationship is maintained because they are excellent product advocates and can help with product road mapping.

3. KPI’s and Health Scores
Key Performance Indicators (KPI’s) are essential for Customer Success. They help us track usage frequency, license renewals and upgrades, and how many users and devices are added to a service.
Performance can also be tracked with Net Promoter Scores to help calculate and evaluate brand loyalty amongst customers.
Customer Success Summit 2018Without a doubt, the Customer Success Conference was not only a great learning opportunity, but it confirmed the value of the processes we have in place. We look forward to introducing new strategies to expand and improve our customer success approach, as well as refining and honing in on what already makes our model successful.

Founded in 1572, Harrow School is one of Britain’s leading independent schools. Steeped in tradition, Harrow’s distinguished uniform includes, morning suits, top hats and canes, boarded in ‘Houses’  there are timeworn school customs that include the carving of pupils names onto house boards, the usage of a traditional slang language and complicated football type game.

Harrow SchoolNotable alumni include statesmen like Sir Winston Churchill, Nobel Prize winners, Earls, noted writers and even kings . The school has an enrollment of 824 boys, spread across a campus that includes twelve boarding houses, and a communications infrastructure supporting telephone service from the Headmaster’s board room to the Admissions office call centre to payphones in student residence. Despite the school’s commitment to tradition, it recently undertook a technology upgrade with a managed private cloud business communications system from Mitel, and with help from partner Arden Telecom. With a state-of-the-art telephony infrastructure now in place, Harrow School chose a managed, proactive monitoring and support service powered by Mitel Performance Analytics to keep it all performing reliably.

By moving from a legacy ISDN 30 to new SIP trunks, Harrow Schools achieved cost savings from reduced line rental and call costs. This best-of-breed solution gave them a future proof, high performance communications system that Harrow now relies upon to conduct business and keep students connected each day. Partner, Arden Telecom recommended its proactive managed monitoring and support service to Harrow, which uses Mitel Performance Analytics. Harrow SchoolMitel Performance Analytics monitors Harrow’s entire network around the clock, alerting their support partner in real-time when a problem is detected. The software-as-a-service gives Arden Telecom the tools to find the source of a problem quickly, and then use remote access to address it before it becomes a problem for users at Harrow School: “The proactive monitoring service, powered by Mitel Performance Analytics protects our investment in leading edge telephony”, said Dr. Christopher O’Mahony, IT Manager of Harrow School. “We know that problems like poor voice quality won’t impact our users, since MPA will help our support partner to address the problem very quickly”.

Hours of training and sacrifice. Adversity overcome. The excitement of this summer’s Olympics in Rio is contagious and has most of us glued to our TVs, laptops, tablets or phones. However, while we might think of Olympic watching as a leisure activity, it has an impact on businesses – in particular, on corporate networks. Rio 2016It’s causing a sharp increase in bandwidth usage as employees stream their favourite events while they go about their tasks. This strain can result in problems for voice networks sharing the IT infrastructure. That’s why businesses should take steps to ensure their network can handle these high volume periods, and that problems can be detected and fixed before voice communications suffer.

By its conclusion, it’s expected that more than 6,700 hours of coverage will have been streamed from the 2016 summer games in Rio.  Streaming is a heavy draw on bandwidth, typically using 5-7 megabits per second, and most business networks are only set up for intermittent streaming. Multiple users simultaneously streaming Olympic events, along with typical business activities like email, voice calls and web browsing can spell disaster for your voice network.
Rio 2016
It’s Not Really About the Olympics

The Olympics are just one use case for preventive measures when it comes to performance of your network. The reality is that every business has its high volume periods – for retail, it’s the holidays, for schools, the first week of September. Your network should be designed to handle peak volume without sacrificing voice quality. One way to anticipate and mitigate problems stemming from bandwidth congestion is to monitor usage and performance.

Get a Handle on Usage and Performance

Mitel users have an easy path to manage performance under high volume conditions. Mitel Performance Analytics (MPA), available with a Premium Software Assurance subscription, monitors the routers, servers and switches in the IT infrastructure – in addition to your Mitel gear. It alerts you to problems at an early stage – so you can take corrective action before users experience voice quality problems or downtime. It also gives you visibility into call volume and usage – making overall capacity planning more accurate.

Volume spikes don’t have to be a strain on voice networks. With the right tools to manage usage and performance, you’ll be ready for the 2018 PyeongChang games and whatever else might be coming next.