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What Makes Customer Experience and Support Teams Successful? 

One of the great by-products of the “as a service” business model is that a company’s relationship with its customers doesn’t end at the time of purchase. We find that this is when the real relationship opportunities begin. As a result, businesses are putting greater emphasis on their Customer Experience and Support Teams. But what is the winning equation to make these teams successful?

Be global 

The first, and perhaps most important, step in building a strong customer experience team is to know your customer. If you’re a business that earns a significant portion of your revenue online, then you’re, in fact, a global business that can have users around the world. Your customer experience teams needs to match that.

At Oracle Dyn our Customer Experience team is a global staff of six representing 30+ years of DNS experience. Our global presence makes sure that customers are taken care of no matter where they are located. Customers in EMEA aren’t waiting until late in the afternoon to talk to their Customer Success Manager (CSM) or Technical Account Manager (TAM) because there is someone in their region who understands their unique business challenges and operates on the same schedule.

Be diverse

Perhaps the only thing more important than geographic diversity is diversity of experience. Our team comes with a diverse background in sales, enterprise support, and end users/customers. We have TAMs and CSMs that range from being the “do-er” in previous roles, where they were involved with DNS as a customer, to selling the product, to supporting it. This gives us an idea of what the end-to-end process should look like for a customer and allows us to adapt as a team to fit the needs of our customers.

  • Customer view – allows us to understand what a customer is actually looking for when purchasing and implementing DNS
  • Sales view – allows us to understand what products a customer needs and to ensure when they come to us it is scoped appropriately
  • Sales Engineering – technical fit and background, along with implementation experience
  • Support View – in-depth understanding of the technical concepts around the products, how they work, what they do, and how they can break, along with troubleshooting knowledge if things do go awry

Putting it all together

So then how do all of these different elements combine to help your customer become more successful? Well, you need to be maniacally focused on getting customers to value as quickly as possible.

Our first priority is to ensure the customer is ready to implement the products they have purchased and our ability to identify and mitigate any potential pitfalls early allow us to do the implementation quickly and with no hiccups

Our combined 30+ years of experience give us the “been there done that” feeling.  Over the years we have worked with some of the largest companies in the world as well as some of the smallest. Our best practices give customers the confidence that not only have we seen it all but that they will not be going through this alone.

In the age of automation and self-service purchasing, never under estimate the value of being a partner and not just another vendor. Our customer experience team provides a personal touch and experience that no other provider can match.  And that can be a huge competitive advantage.

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Whois: Katie Smith

Katie Smith is a Customer Success Manager at Oracle Dyn Global Business Unit, a pioneer in managed DNS and a leader in cloud-based infrastructure that connects users with digital content and experiences across a global internet.