Thank you for the Customer Success Hero Award

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Award Winner’s Acceptance Speech!


“Sorry I can’t be with you in person to receive the prestigious award…First off, I must thank every one of our customers from around the world who voted for me.  I’d also like to take this opportunity to thank my family, my friends and my colleagues for their unwavering support, as well as the devotion of my Chihuahua.  You’ve all helped me on my journey to success and I couldn’t have done it without you.”

Simon Thompson SVP Customer Success – Improved Apps


I jest – apart from the bit about thanking all of those who voted for me.  It really is flattering to be one of the five global winners of the Customer Success Hero Award, from this year’s sponsors, Totango.


My six years at Saleforce ultimately made Customer Success my focus, and my commitment to customer satisfaction and customer success has stayed with me ever since.  It has not only become part of my DNA but also that of Improved Apps since its inception four years ago.

I truly believe that we’ve achieved the 200% year on year growth because Customer Success is engrained throughout every level and aspect of our company.


As clichéd as it sounds, if our customers are happy, then we are happy and the result is simply joint success.


The bottom line for me is:

  • our customers need a customer success contact

  • they need someone to trust who can actually help

  • they need us to drive value and deliver against all our promises


At Improved Apps we get involved very early in the sales cycle and then throughout the on-boarding as well as the ‘business as usual’ activities, providing our customers with consistent and regular contact throughout their journey with us.


In my opinion, no SaaS company has the chance for long term survival without Customer Success running through its veins.


I’m honoured to receive the Customer Success Hero Award and it just impresses on me that we’re doing right by our customers.


Thank you again for voting… and congratulations to the other winners.


Simon Thompson – SVP Customer Success @ Improved Apps


Improved Apps supports you every step of the way on your journey to success