Customer Success Teams

Customer Success Teams

Customer Success teams benefit from reference management programs. Satisfied customers renew. Reference customers share their experiences with peers and are worth multiples of their contract value. ReferenceEdge is a natural extension of the customer success function. It acts as the single source of customer referenceability so that all stakeholders are on the same page.

Reference Profile Detail

When people are looking for references their criteria is more specific than “Who is a reference?” They’re trying to find customers for specific needs such as calls, webinars, social media and site visits. The industry, products, geography and other attributes are also essential. ReferenceEdge not only stores these details, but also automates the building and maintenance of reference profile information, and tracks usage to prevent overuse.

Automate Reference Requests

The customer success managers often have the most current read on the health of an account, and are in the best position to approve or decline a reference request. ReferenceEdge can route requests via email or Chatter to the appropriate reference owner efficiently to facilitate a quick answer while enforcing necessary access control.

Automate Reference Requests

The customer success managers often have the most current read on the health of an account, and are in the best position to approve or decline a reference request. ReferenceEdge can route requests via email or Chatter to the appropriate reference owner efficiently to facilitate a quick answer while enforcing necessary access control.

System Integration

In an ideal world changes to a reference account’s health score would trigger a status change in the reference database. Reference activity could even be used as an input into an account health score. Welcome to the ideal world. Because ReferenceEdge is a native application for Salesforce these event trigger and data integration examples are available today, eliminating manual and inconsistent processes.

We integrate with Gainsight!

Team Alignment

Most organizations have pockets of customer reference information and finding that information can be a time-consuming and frustrating experience. The result is either reference overuse or under use, neither of which is good for the organization. ReferenceEdge provides a single reference search page with multiple search options. Say goodbye to the random reference requests via email or phone checking on the usability of an account. That’s all centralized and visible with ReferenceEdge.

Team Alignment

Most organizations have pockets of customer reference information and finding that information can be a time-consuming and frustrating experience. The result is either reference overuse or under use, neither of which is good for the organization. ReferenceEdge provides a single reference search page with multiple search options. Say goodbye to the random reference requests via email or phone checking on the usability of an account. That’s all centralized and visible with ReferenceEdge.

Success Metrics

Customer success contributes to an organization in many ways. Renewal rates are certainly important. Now add how the nurturing of customer success translates into influencing new revenue. ReferenceEdge automatically associates every use of a reference contact or content (videos, case studies, etc.) to an opportunity. Real-time revenue influenced data is part of our pre-built dashboard.