When you walk through the door at Axcient, one of the first things you see is a poster showing our values.
These values guide every decision we make and “customer first” is our core value. Everything we build, and everything we do, whether it is our technology, support, programs… you name it… everything is here for the benefit of our customers. Customers and partners have been our focus since the inception of the company in 2008; they are the reason we have grown and their needs drive our continuous efforts to expand and innovate.
I recently returned to Axcient to fill the role of Vice President of Customer Success. While there are many measures of success for a SaaS company, retention rate is one of the most critical. Axcient has an impressive retention rate, in fact one of the highest in the industry. I came to Axcient to push our services beyond the expected level and am laser focused on making us world class. In the “always on” world we now live in, all of our customers and partners deserve and need to receive white glove service.
What does the white glove treatment mean? It means regular personal contact with our customers and partners. It means a personal response to a support request, not just an email. It means customized technology that meets customer and partner needs. It means investing in our customer success program by expanding our global support team by 30% over just the past two months. This expansion continues to ensure that when outages, downtime, or disasters strike, regardless of the time or day, our customers and partners can speak directly to an Axcient team member and keep their businesses up and running. It means pushing ourselves to provide the best technology and service in the industry so that we can best serve customer and partner needs.
Under our new white glove philosophy, the Customer Success team is rolling out a number of programs in 2016 that will benefit everyone who uses our technology. Two major programs have already been launched: Axcient SLA Check and the Extreme Escalation Program. With Axcient SLA Check, we have a dedicated team reviewing customer and partner contracts twice a day to ensure that, as a company, we are making good on our commitment and promise to our customers and meeting their high expectations. With the Extreme Escalation Program, we ensure that any Axcient technology issues faced by our clients and partners have not only the attention of our support team, but are also being monitored directly by a senior executive to ensure that support is personalized to meet the needs of the customer.
I came back to Axcient because I’m passionate about the company and its commitment to customer success, and I’m excited to be spearheading these programs. Every day, I look forward to speaking with more of our customers and partners and telling them about everything we are doing to make their experiences with Axcient the best in the world.
In the meantime, we hope everyone enjoys the white glove treatment.