How Papercurve Wins with Customer Success
One of the major differentiating factors between Papercurve and their competitors is their committed Customer Success Team (CST). With core values like ensuring customer happiness and making software disappear, the Papercurve Customer Success Team is dedicated to helping your team achieve its business goals.
Customer Happiness and Software Disappears
Customer Happiness not only involves delighting users with solutions to their problems, but also generating a sense of advocacy associated with incredibly content customers. Likewise, software disappears is a company-specific value that is constantly lifting Papercurve above their competitors. This is defined as creating an intuitive software experience that can be utilized without the qualms of feature difficulty or poor user interface. We make it so that the Papercurve platform can be easily integrated into our customer’s SOP to ensure workflow efficiency and performance uniformity.
"In our search, we found Papercurve. The entire team agreed it met our needs and we were getting great value for our money."
Sue Clement, Senior Director, Marketing Saol Therapeutics
What is Customer Success?
Customer Success Management is a new-era business methodology where Customer Success Managers work alongside your team as an integral part in achieving your business goals while using a product or service. Customer Success embodies a client-centered mindset in order to obtain long-term business growth and customer satisfaction. This is achieved when customers find value in your product or service - in other words, attaining value realization. Since the customer’s needs are constantly changing, it is the job of the CST to internalize and transfer that demand to the rest of the team to help decide on the best course of action. Simply put, Customer Success works to educate, motivate, and reinforce value by meeting deliverables defined as “success” by the customer.
Customer Success vs. Customer Support
The difference between customer success and customer support is that customer support uses a reactive approach, while customer success approaches problems proactively. For example, customer support is when a customer contacts us with a question about a specific feature or they need help accessing their login information. On the other hand, Customer Success works proactively with the entire team to deliver solutions to customer inquiries while helping to capitalize on business opportunities. That being said, user difficulties don’t need to be present for a CST to step in. Here at Papercurve, we are constantly looking for innovative solutions to optimize our customer’s user experience.
Customer Success also works to deliver value to customers by helping them catch sight of the bigger picture. The bigger picture being notable KPIs and metrics that can provide a quantifiable measure of success. Not only can the CST track quantitative measures of success, but this data is translated and presented into actionable deliverables used to illustrate the customer’s image of success.
Why does Customer Success Matter?
Over the past few decades, the development of cloud technology in the SaaS industry initiated a shift from a product-centric to a service-centric approach. It changed how customers utilize software by emphasizing the importance of customer engagement and relationship as a contender to new technologies. New and shiny features have oversaturated the market and they just don’t cut it anymore. Companies don’t have the luxury of treating clients solely as consumers and have switched to a committed customer-as-a-subscriber mindset in order to maintain customer happiness and prevent churn.
Papercurve’s Customer Success Team
At its core, Papercurve’s CST wants your team to succeed.
Customer Success works closely with you during the onboarding process to build an effective and SMART (Specific, Measurable, Attainable, Relevant, and Time Bound) Success Plan that highlights key milestones, deadlines, and success criterias to accurately measure your business outcomes. Throughout the customer journey, the Papercurve CST implements active listening as a tool to locate the root cause of your specific pain points. For far too long, customers have been over-promised results that aren’t being delivered. Papercurve does the opposite by listening to you and your team and giving you what you want in conjunction with what you need.
“They listen to our needs and our ideas, are readily available, and are committed to continually improving the platform for us”
Kim Jensen, Business Unit Director Fresenius Kabi Canada
Last but not least, Papercurve establishes a collaborative relationship with their customers by working together to discuss ongoing business objectives and determine strategic actions towards those goals. Through this, the CST is able to maintain strong relationships by building a foundation of credibility, reliability, and intimacy distinguishing Papercurve from the competition.
Finding Value in the Product
Without the right guidance, customers tend to lose sight in a product’s value. Thankfully, Papercurve’s CST is easily accessible and always available for assistance either by email (email@example.com) or via our in-app chat feature. Users can also access our 24/7 Knowledge Base for FAQs and technical support answers. Results driven and customer-centric, Papercurve prioritizes customers first earning their trust and achieving success in their platform.
All of our Papercurve users have a dedicated customer success representative that is always available to help - book a discovery call to learn more!