May 9, 2018
The Right Tech AND The Right Team
Recently, our CMO, Kristen Alexander, spoke on a “Measurement that Matters to the CMO” panel. There, she told the audience that when marketers look for new technologies, they should look for the right tech and the right team to help them be successful. That is the essence of how to pick a technology that is right for your company.
A good technology team offers support to clients to ensure that marketers are successful when using their product. A great technology team makes customer support a part of their DNA.
When implementing new tech solutions, ask: Does this company offer onboarding? How does the company communicate with their customers? What does the customer support look like if something goes wrong? How much does the company share with their customers moving forward?
Look to work with companies that pride themselves on a client-centric model and providing consistently excellent customer support.
Certain: The Right Team
Strong, From The Start
Certain ensures a well-defined and easy to follow implementation process. This process can be onsite or virtual. The implementation is led by the best experts on our Professional Services Team.
We train all of the intended users ourselves. We spread the trainings into multi-day processes to ensure it sticks.
For long-term results, we offer Certain University. It is a robust set of training webinars and videos that enable customers to refresh their Certain skills and keep up-to-date on new features. It also covers capabilities that may not be being utilized.
Dedicated Success Manager
At Certain, each customer is assigned a dedicated Customer Success Manager (CSM). The CSM is not only comprehensively familiar with the customer’s business, but also knows how Certain can help foster growth. These proactive and responsive CSMs come from a pool of industry experts with years of experience in event solutions and partnering with customers to drive results.
Handling It Right When Things Go Wrong
If issues do arise, Certain is always transparent with their customers. Certain lets the customer know immediately, and shares what corrective measures will be taken to solve the issue. Once a root cause is established, it is shared with the customer along with newly established long-term preventative measures.
Into the Future
As Certain continues to grow and improve, we keep our customers informed. We see our clients as partners, and always want them to know what is going on within our company. Certain issues a monthly customer newsletter to give insights into product enhancements and upgrades. We also have regular Quarterly Business Reviews with our customers to share changes and what the best practices are to improve that customer’s individual basis.
Here at Certain, we believe we are the best tech in the game. But as our CMO pointed out, the team can be just as important as the tech. Luckily for us, we really feel like customer support is in our DNA. At Certain, our clients come first and we prove it every day through thorough implementation, proactive customer service, and total transparency.
We pride ourselves on being the right tech AND the right team.
Event Management Technology From Certain
- Manage Events — Enterprise Event Management Software — Deliver And Manage Virtual, Hybrid, In-Person, & On-Demand Events Anywhere With Certain Platform
- Touchpoint — Engage Attendees — Stay Connected With Guests Before, During and After Virtual and In-Person Events With Event Engagement Software
- Event Intelligence — Analyze Performance — Analyze And Visualize Event Data Extracted From Any Source With Event Intelligence Software