The Era of Customer Success
We’ve shifted our focus from building products for each client to a unique but customizable product for all clients.
Our aim at The Boxoffice Company is to develop products that reinforce the value of your business and the Cinema industry on the whole. With a fresh SaaS model in the pipeline, we’ve shifted our focus from building products for each client to a unique but customizable product for all clients. The complexity of this unified backend offers flexibility, giving you the agency to tailor features for your needs at a fraction of the cost. As Ken Lownie, the general manager of U.S. operations at Agatha Inc., said, “with the shift to the Software-as-a-Service (SaaS) model, your customer’s success and your success is much more direct,” which is why we’ve created a new team dedicated to Customer Success.
Customer Success Explained
The term, Customer Success, continues to garner popularity as leading tech companies recognize the relationship between their success and that of their customers. Our mission is to develop long-term relationships by providing outstanding products and services that empower you. We’re here to educate you on our products and help you achieve your goals, improve KPIs, and ultimately satisfy your moviegoers.
We’re here to educate you on our products and help you achieve your goals, improve KPIs, and ultimately satisfy your moviegoers.
Customer Success vs Customer Support
Customer Success is a relationship-based approach, focusing on trust and proactivity to drive value and adoption of products and services. The role of Customer Success Managers, or CSMs, is to carve out the path to success, acting as the customer’s internal advocate during product development. Customer Support, on the other hand, is issue-oriented, focusing on quality and speed to resolve technical difficulties and boost customer satisfaction. In short, Customer Support is reactive whereas Customer Success is proactive, demonstrating the value of what The Boxoffice Company does best: anticipate the needs of our customers.
While Customer Success begins during the sales process, CSMs will usher clients every step of the way to get the most out of our services and tools.
Beginning the Customer Success Journey
You will have access to the new Customer Success team regardless of size or number of products purchased. CSMs will introduce themselves to you as soon as a contract has been inked by the dedicated sales team. While Customer Success begins during the sales process, CSMs will usher clients every step of the way to get the most out of our services and tools. To get a clearer understanding of the Customer Success journey, let’s take a look at the five stages of the customer lifecycle:
- Onboarding: CSMs will onboard you to ensure that you’re set up with the right roles, access, and documentation. Then, they’ll break down each tool’s purpose to drive further usage.
- Education: Whereas onboarding provides you with a basic understanding of products, continuing education will help you harness products with expertise. Regular training sessions, open Q & As, and knowledge databases will segue you into the following three stages.
- Adoption: Our SaaS products are equipped with roadmaps which is how CSMs will help you adopt product enhancements. They’ll also ensure that you have a voice in the product’s evolution as you move to the next stage of value realization.
- Value Realization: Because your continued engagement with the product bolsters its value, CSMs will render ongoing ROI reports and product results to move you on to value expansion.
- Value Expansion: Your satisfaction serves as a testament to the products’ viability, and our loyal partnership encourages new ones with those in need of our services. Ultimately, The Boxoffice Company acts as an extension of your business’s operations with products that evolve with and for it.
“You don’t earn loyalty in a day. You earn loyalty day-by-day.” — Jeffrey Gitomer
The Customer Success team is here to build trustworthy relationships and challenge you to think in bold ways that guarantee your success (Don Peppers). As we assemble our Customer Success team, we want to find out how you define success. If you have any questions or would like to provide thoughts or feedback on the shift to Customer Success, please contact michelle.coull@boxoffice.com.
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