We dig in with our partner’s customers to deeply understand:
Awareness, Education and Evaluation
Were your customers able to understand the offering, determine quickly how it fit with their needs, and resolve areas of confusion or technical concern? If not, where were the biggest challenges and how might they be overcome through additional information, reworked customer flows or incremental support offerings?
Were the components of the offering, including bundled elements and integrations, aligned with the most critical needs of the business. Was the value proposition - from simple functional use to security or cost savings – immediately realized and acknowledged broadly within the customer organization?
Onboarding and Service Experience
From point of sale to successful onboarding, did customers feel informed and equipped to achieve success with the cloud or SaaS offering? Could a higher touch onboarding or adoption service close gaps and create enhanced lifetime customer value?
Customer Success and Overall Value
Regardless of NPS, would the customer say they achieved their desired outcome with the solution? How is that characterized and measured internally, and how could the offering be simplified, enhanced or augmented to more directly deliver the desired customer value?