Improved Apps 2014 Review – SVP Customer Success

Leading our customers on their journey to success

A key strategy for Improved Apps in 2014 was to become even more customer-focused. Let’s face it, if you don’t listen to customers or prospects, you’re not going to understand their needs, and if you can’t empathise with their problems or appreciate their unique requirements how can you offer them the best solution?


So part of our training strategy for the latter part of 2014 and into 2015 has been to invest in training to develop and hone the active listening skills of our Improved Apps team – it’s been pushed out across the board, so that we generate a genuine rapport based on an honest and humanistic approach.  Active listening and engaging with our customers we know helps ensure they gain the most from our solutions, and is fundamental to achieving total ‘Customer Success’.


The term ‘Customer Success’, which was coined by Marc Benioff at Salesforce, has proven key to so many SaaS businesses, and as Salesforce partner, we are no different.  We appreciate the importance of 100% engagement with our customers and a strategic approach to a mutually successful partnership.  This philosophy will always be critical to Improved Apps and it’s the backbone of how we go to market and serve our customers.

In 2014, in order to progress our Customer Success Strategy, we invested in the ongoing development of a seven-step success plan that has allowed us, as a company, to fulfil our promises to our customers.  The plan is simple but that’s not to say it’s simplistic. It’s built around common sense rather than built around a complex and complicated process.



Step 1The Context is Key
Step 2Remember ‘less is more’ when creating Help Topics!
Step 3Start with baby steps… Focus on the quick wins for maximum benefit
Step 4Think about the End-User and their needs
Step 5Delegate to the business...Setup a COE or QA Process
Step 6Let demand drive improvement – get feedback from, track and measure your Salesforce users engagement in your applications
Step 7Monitor…Monitor…Monitor…


And don’t forget we’ll be with you on this success journey every step of the way.


So for 2015 we have no intention of boiling the ocean.  We will draw on what we’ve learnt in 2014 but we will also continue to derive purpose from curiosity, so that we do things more efficiently and effectively in a more insightful way to ensure that 2015 is an even better year for our customers.


If you’d like to find out more information about our keys to success, then please get in touch, as I would be delighted to take you through our approach to drive customer success.


Simon Thompson – SVP Customer Success @ Improved Apps