Gerry Sweeney, Founder, CEO and CTO at Hornbill
Don't have time to listen to the full podcast with Gerry? No worries!
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Gerry expand on each point):
Customer Success for us is an umbrella encapsulation that wraps up every person in our organisation that interacts with customers....We have to make sure that we are doing the right things for each and every customer – and each customer is different.
We have moved into the world of SAAS and as a result, we take much more responsibility for the service that we deliver in supporting our customers.
We don’t have a traditional Sales structure anymore – we have changed that so that we have Relationship Managers who focus primarily on fostering a good working relationship with each customer which means we understand their individual needs.
We would rather our customers choose us then we choose our customers.
I am strong believer in the idea that a SAAS company should attain economies of scale and these should be passed back to the customer.
We need to build on our Customer Success framework...to ensure that we can stick to the same ethos, follow the same rules and not get attracted or distracted by more traditional ways of going about things in the SAAS world.
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):