As Director of Customer Success, the very purpose of my role is to ensure our clients incorporate our solution into the daily fabric of their workday to manage their prospects (cold calls to potential tenants or owners) and track their deals. It means abandoning those spreadsheets and never looking back. It means collaborating and catching fire, telling other colleagues that they found something that has made a material difference in how their days are structured, time is used more effectively and so on.
However, not all clients are alike, much like students are different in their approach to learning. Generally, the likelihood of technology adoption increases as age decreases. There are generations in the workforce that don’t recall a day without social media and 24/7 connectivity. Information is the new currency, and that means getting access to it quicker and in a mobile fashion.
Some of our clients sign up for a subscription and I hardly hear from them. When I check in, they are happy as a clam managing their own data and organizing their process in AscendixRE for Salesforce.com or Microsoft Dynamics, needing very little guidance from me on best practices and so forth. Others, I have a close relationship with and collaborate on how data should trickle and how we can automate painful manual processes.
Other clients discontinue their subscription indicating the solution didn’t work out for them. 9 out of 10 times, it’s the inability to dedicate the financial resources for minimal professional services up front. However, the time it takes to get up and running, one of the most important processes, leads to discontinuation of service. Committing time up front to set up their instance and import & format the data is key to success. Usually, lack of commitment to new habits and tools or reluctance to part ways with older systems, such as spreadsheets, notebooks, ACT!, and etc. lead to an unhappy CRM experience. Breaking up is hard to do.
So back to the question of what client success looks like…
If we’ve saved you 5 minutes, gained you 10 feet of visibility, allowed you to hone your partnerships, and helped keep track of market comps; if we’ve added a sense of peace to your day instead of chaos, and did so incorporating a human touch and not a black-hole support inbox: then you’ve succeeded. The rest of your actual success would depend on your market knowledge, networking, negotiation and sales’ guy/gal personalities to get the deal done.
We’re always glad to be part of that journey and look forward to the feedback our clients provide in helping us better refine our solution so that it is truly broker-friendly.
Some common questions I get:
- Can I have a list of prospects based on their expiration dates and the building they’re in? I want to cold call tenants in a specific property.
- Can I keep track of my own deals and will it feed into the lease comp database?
- Can I mass mail contacts without having a large marketing budget or background?
- Can I get a report that shows my upcoming to do’s?
- Can I get lease expiration date notifications or reminders emailed to me?
- Can I get Outlook or Gmail integration?
- Can I automate the process after I’ve won a listing?
- Can I use maps and drawing tools to search for comps?
- Can I mark some contacts as holiday card recipients for that time of the year?
- Is my data secure in the cloud?
- Can you help with importing my data as a client?
The answer is yes to all of these questions.