An international consultancy firm set-up ‘Customer Success’ function as part of the delivery mechanism for a risk management application. ‘Customer Success’ is an approach (for SaaS not the initial ‘sell’ is the objective but the long term retention), a mindset (when the customer is successful, the supplier is successful) and a department (management and execution of customer success activities). An important part of Customer Success is ‘Customer Health’; how is the customer doing in regards to the SaaS). Joost developed a dashboard to give weekly insight of the Customer Health covering aspects as: customer interaction, financials, application usage, implementation new functionality and resulting issues. Customer health management is done by defining specific actions to sustain and where needed to improve Customer Health.
‘We were on a journey to bring the concept of customer success to both our organization and our delivery of our SaaS platform. Joost played a big part in helping to establish the foundation of the function. I believe his affinity for delivery and customer satisfaction naturally allowed him to contribute and add value in building this foundation. This is something you can count on with Joost, his focus on the customer and getting them to value.’