Customer Success is at the core of everything we do at Eventus. Customer Success starts with a proactive approach to working with the customers. We believe that a highly satisfied customer significantly increases retention and growth in business than just focusing on acquiring a new customer. Hence, we focus on creating value at all stages of the customer journey.
Why is Customer Success more important now than ever?
With the new SaaS business model, dynamics of customers expectation has changed vs OnPrem model moving from perpetual buying pattern to annual to monthly to pay-as-you-go subscription model
To avail and subscribe to a service, the entry barriers are not as high as before, typically due to the pay-as-you-go model, which eventually can lead to easy exit with customer dissatisfaction
Recurring expense increases from typical 20% to 80% or higher with the subscription.
Due to SaaS, the delivery of new features or newer version of the software has increased drastically as the vendors are moving to DevOps culture
Outcome-focused rather than just relationship-focused to get the full potential from the solution subscribed too.
An outcome-oriented approach that looks at identifying and addressing the gap between expected outcomes from the vendor's perspective and mapping it to customer expectations. The role of the Customer Success is to partner with the vendor to drive adoption so that the value the customer gets from the purchase is maximized and the vendor in turn benefits as the customer is more inclined to renew the subscription in full and in many cases to subscribe to even more services.
We at Eventus believe that highly satisfied customers can bring more value to business also the cost of acquiring a new customer is comparatively very high. Hence, we focus on creating value at all stages of the customer journey, be it prospecting, onboarding, engaging, or expanding product usage. Proof of value, deployment, adoption and migration success, product efficacy and expanding use are critical part of it and we at Eventus master this by combination well-defined customer success process, a highly trained team of customer success managers and use of Automated CX tools.
Customer success team focus right prospecting, high touch onboarding, engaging, or expanding existing product usage
Proof of value, deployment and migration success, product effectiveness are the critical part of Customer success.
Continuous engagement with the vendor or key stakeholders to showcase the value of the product via EBR (Executive Business Review)
Highly trained team of customer success and automated CX tools to overall elevate the customer experience.
Customer Success Engagement model
We already support more than 75 customers in their product journey and help them realize the true potential of their security tools and technology.