Client Success With Beth Medley
- To be a conduit for our clients into service delivery and vice versa
- To manage onboarding and quality of the customer service and technical needs of all Netfor clients ensuring our customer service policies and knowledge are up to date, trained and optimized.
We ensure the clients are truly taken care of, ensuring client retention rates remain high. CS works alongside Service Delivery, to ensure Netfor can meet and exceed a client’s expectations.accounts, requesting services and filing reports.
We are lucky, we get to work so closely with our clients and build lasting relationships that lead into lasting partnerships. We also get to work closely with the internal Netfor teams, gaining an understanding of both roles puts us in a unique position to problem solve and work with each team to craft solutions
Yes, it is 95% or very close – Since 2011, we’ve lost 1 client due to an acquisition, 1 client filed bankruptcy, and 2 clients that left for other reasons. So, 2 clients where I felt we could have done something better, something different, but we also learned from these losses.
Onboarding and implementation help set the tone for the rest of the client journey with Netfor. If expectations are understood and clearly set, deliverables are met, and communication is high, the likelihood of a successful onboarding and implementation are much greater.
We had a particularly sticky situation with a client, expectations were definitely not aligned. We worked together, as a team, with a focus on calibrating with the client. We spent many hours working for and with the client, had multiple meetings, and improved some of our processes. At the end of the time spent on this improvement, not only had the client gained renewed confidence in Netfor, we had gained new insight into client expectations and improved processes along the way. 2 years later and this client is still highly satisfied.