Apptentive’s Award-Winning Customer Success

Last week, two members of our Customer Success team was thrilled to attend Totango’s Customer Success Summit 2016. Packed with learnings around mastering the art of customer success and aligning customer success goals throughout all stages of our business, the conference was a great place for us to learn new strategies, meet industry trend setters, and catch up with old connections and customers.

Apptentive has always placed high priority on building a strong Customer Success team for our customers to help them reach their unique goals. Our Customer Success team provides best practices consultation based on our experience in the app space and with similar customers, but tailored to the unique goals and metrics individual customers strive to reach. At the end of the day, our Customer Success team members function like extension of our customers’ teams, and are deeply motivated to help them improve their in-app communication and long-term customer love.

At a high-level, Apptentive’s Customer Success team offers:

• Onboarding and ongoing consultation on our customers’ apps and how they perform
• Personal advice based on industry developments and trends
• New feature training specific to our customers’ apps
• Direct contact for any questions or issues that arise

Aside from helping customers reach their goals, our Customer Success team is the glue that holds the rest of our internal teams together when it comes to communicating with our customers. By working with marketing, product, engineering, support, sales, and everyone in between, our Customer Success team offers incredible insight into how our customers really feel about our offerings, and what we can do better to best serve them.

Congratulations to Christy, winner of Totango’s Customer Success Hero award!

Each year, Customer Success Summit conference attendees are encouraged to nominate the best and brightest folks in customer success who go above and beyond for their customers. The industry awards are then given out annually at Summit. A short excerpt from Totango’s website explaining the awards reads:

“Every year, the most trailblazing teams and individuals in the industry are recognized at the Customer Success Summit with the esteemed Totango Customer Success Hero Award.

This year saw a record number of nominations in both categories, as hundreds of individuals and teams were submitted for consideration by their peers, colleagues, or even the customers they have helped.”

We’re absolutely thrilled our very own Christy Culp, Head of Customer Success here at Apptentive, was not only nominated, but won a Customer Success Hero award!

Christy’s dedication to keeping our customers successful, happy, and above all, loving their Apptentive experience, is a huge part of what makes our product work.

In Christy’s own words, “Above all else, we need to be in the business of making customers happy. We’re all in Customer Success. Yet somewhere between the corporate hierarchy and the 5,000 marketing messages with which a customer is bombarded each day, things can get a little muddled. The customer, a company’s number one asset, is demoted from a human being to a data point with a dollar value assigned. It’s at this point that brands fall out of touch with their customers, and it’s at this point that neither party is successful.”

We also want to extend a huge congratulations to all of the Customer Success Hero award winners, which you can learn more about in Totango’s announcement blog post.

Putting a priority on customer success is an incredibly large part of what makes Apptentive who we are, and we’re thrilled the rest of the customer success world got a peek into how hard our team works to keep customers on track, happy, and exceeding their goals. Huge congratulations to Christy again for all of her hard work, and to the rest of this year’s winners!

See you again in 2017, Customer Success Summit!