NEW: Microsoft Vulnerabilities Report 2022 - Read the Findings of Our Annual Report Read Now

  • Partners
  • Support
  • Careers
  • English
    • Deutsch
    • français
    • español
    • 한국어
    • português
BeyondTrust
  • Products

    Privileged Password Management

    Discover, manage, audit, and monitor privileged accounts and credentials.

    • Password Safe
    • DevOps Secrets Safe
    • Privileged Access Discovery Application

    Endpoint Privilege Management

    Enforce least privilege across Windows, Mac, Linux, and Unix endpoints.

    • Windows and Mac
    • Unix and Linux
    • Active Directory Bridge

    Secure Remote Access

    Centrally manage remote access for service desks, vendors, and operators.

    • Remote Support
    • Privileged Remote Access
    • Privileged Access Discovery Application

    Cloud Security Management

    Automate the management of identities and assets across your multicloud footprint.

    • Cloud Privilege Broker

    BeyondInsight

    Experience the industry’s most innovative, comprehensive platform for privileged access management.

  • Solutions

    Use Cases

    • Cloud Security
    • Compliance
    • Cyber Insurance
    • Digital Transformation
    • Endpoint Security
    • Operational Technology
    • Ransomware
    • Service Desk Efficiency
    • Zero Trust

    Industry Applications

    • Financial Services
    • Government Agencies
    • Healthcare
    • Law Enforcement
    • Manufacturing
    • Schools & Universities

    Solutions

    The BeyondTrust Privileged Access Management portfolio is an integrated solution that provides visibility and control over all privileged accounts and users.

  • Resources

    Learn

    • Blog
    • Customer Stories
    • Competitor Comparisons
    • Datasheets
    • Demos
    • Glossary
    • Podcast
    • Whitepapers

    Attend

    • Events
    • Go Beyond
    • Training
    • Webinars

    Support

    • Changelog
    • Professional Services
    • Technical Documentation

    Universal Privilege Management

    Our innovative Universal Privilege Management approach secures every user, asset, and session across your entire enterprise.

  • Company
    • About
    • Leadership
    • Core Values
    • Partners
    • Careers
  • Watch Demo
  • Contact Sales

Customer Success: It Takes A Village

October 20, 2017

  • Blog
  • Archive

Recently I was in a meeting discussing a customer that had been particularly slow to adopt our solution and someone said to me “Isn’t that your job?” and for a moment I felt personally culpable for the failure of a speedy time-to-value for customer X.

Whilst feeling emotionally invested in the success of each and every customer helps drive the Customer Success Team’s ambition and commitment, it is not going to solve every issue, it won’t make every customer satisfied. As a business, you cannot rely solely on one department to ensure and protect satisfactory customer outcomes.

For Avecto, firstly there is the Development team. We rely on them to spend years researching and innovating, to design and develop market leading unique features and functionality that will win and retain us customers. We rely on our QA team to make sure that the software leaves the building as robust and tested against every eventuality we can cover. We need our Sales team to honestly sell the solution to customers and not sell them a pipedream. Yes, it is going to take a period of time to implement this successfully in your environment. No, it is not magic. (Oh ok, there is a little magic of course – our solution is an innovative and completely unique approach to current endpoint security threats – but it is going to take a little time and effort from your team too Mr Customer).

Once the customer has purchased the technology they then embark upon an entire journey with us. Starting with the Customer Success Team who introduce the customer to all things Avecto, our customer portal, and a little bit about their upcoming journey, what to expect, and what success criteria they might want to aim for. Next our Post-Sales consultants will physically assist the customer in installing and implementing the solution and begin to help them see value from the solution by rolling out a successful pilot across the rest of the estate.

Our Technical Support team, who are mainly available to assist with any break-fix issues are real companions of the Customer Success Team. They go above and beyond to assist customers often advising and aiding way beyond a technical break-fix issue because they too want to ensure that Customers achieve success with the solution. Customer Success is their underlying mission too.

In fact, at Avecto our CEOs made Customer Success a corporate strategy. They recognise that it is more of an attitude, and a commitment, than just a team. They know that almost every single department has an input into how successful a customer is with the technology, and how likely they are to remain loyal customers of our company. It makes my job as Global Head of Customer Success a pleasure to do; I work closely with the heads of each function around the business to ensure that we are all working together on a wider plan for Customer Success for all customers and that myself and my team spread the gospel of Customer Success and are the purveyors of the mission.

They say it takes a village to raise a child, considering the input that each and every person that child comes into contact with along their life has, that shapes them, guides them, helps them along their way. Well it takes an entire company to raise a customer. Customer Success is about so much more than a team or department, it is a mission, an ethos, a way of life for an entire company.

Katy Batley,

Stay Up To Date

Get the latest news, ideas, and tactics from BeyondTrust. You may unsubscribe at any time.

I agree to receive product related communications from BeyondTrust as detailed in the Privacy Policy, and I may manage my preferences or withdraw my consent at any time.

You May Also Be Interested In:

Whitepapers

Microsoft Vulnerabilities Report 2022

Whitepapers

Cybersecurity Insurance Checklist

Whitepapers

Privileged Access Management: PAM Checklist

Keep up with BeyondTrust

I agree to receive product related communications from BeyondTrust as detailed in the Privacy Policy, and I may manage my preferences or withdraw my consent at any time.

Customer Support
Contact Sales

Products

  • Endpoint Privilege Management
  • Password Management
  • Privileged Remote Access
  • DevOps Secrets Safe
  • Remote Support
  • Cloud Privilege Broker

Resources

  • Blog
  • Case Studies
  • Competitor Comparisons
  • Datasheets
  • Glossary
  • Podcast
  • Videos
  • Webcasts
  • Whitepapers

About

  • Company
  • Careers
  • Contact
  • Events
  • Leadership Team
  • Partner Program
  • Press
BeyondTrust Logo
  • Facebook
  • Twitter
  • LinkedIn
  • Privacy
  • Security
  • Manage Cookies
  • WEEE Compliance

Copyright © 1999 — 2022 BeyondTrust Corporation. All rights reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust Corporation is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.