Customer Success is more than just Customer Success Managers - it is a company-wide philosophy, to be successful together.
We do not define Customer Success purely as a function. Customer Success is everything we do — across Product Management, Engineering, Sales, Marketing, Professional Services, Support, Finance, etc. — to generate strong outcomes and experiences for you, our partners and customers.
We strive to help our customers achieve both outstanding Customer Outcomes (CO) and exceptional Customer Experiences (CX) through a continuous process of Customer Success service.
Dedicated advice; we're continuously assessing how well we are delivering to your needs, to identify ways to improve our customer success service, on an ongoing basis.
Real-time guidance; we deliver regular reporting and insights to help you understand & identify new opportunities for optimizing performance on the fly.
Continuous knowledge building; we provide regular account reviews providing data, insights and recommendations to ensure you are accruing the best possible investment on returns.
Influencing commercial returns; we strive to provide strategic recommendations that will provide the opportunity to further improve your ecommerce performance.
We get a solid, dependable service from FredHopper and I feel there is a culture of continuous improvement. Support requests are always swiftly and clearly handled by your team.
Head of ecommerce Technology Services