5 Keys To Delivering Customer Success

By Huberto Garza, ProntoForms’ Partner Manager

As management consultant Peter Drucker once said, "The purpose of business is to create and keep a customer." And of course, the only way to keep a customer is to ensure customer success. It's the one true common denominator of any customer who purchases a business solution.

While each customer has a different set of needs and measures for success, there are basic tenets that you can apply when interacting with customers who deploy solutions like ProntoForms.

A quick note: Our business solution is used by small businesses, medium-sized companies and large enterprises for a variety of data collection tasks and business processes. We've tried and tested many approaches, formulas and resources and here are my top keys to driving customer success.

1. Listen and assess

It may sound elementary, but it absolutely rings true. You can't deliver and ensure customer success without intimately understanding what your customer wants. In our case, the assessment involves truly laying out the customer's current and intended business process. We find it essential to use workflow diagrams. A shared visual with the client helps to confirm that we’re all on the same page.