Customer Success / Client Obsessed
Head of Customer Success, Joe Wilkinson, Explains How Resolution IT Puts Clients First
Resolution IT is, and has always been, a client-first organisation. Our clients come into consideration right through the business, from developing new products to best suit their needs, to training and certifying our team to deliver improved services, and regular customer success meetings to check-in and plan for the future.
Jeff Bezos and Customer Obsession
Our aim is to actively improve our clients’ businesses through increased productivity, enhanced security, streamlined solutions and proactive IT support. We do this by studying the needs of our customers, learning how their business operates, and monitoring their industry to ensure our finger is on the pulse. As Jeff Bezos said, “We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards”.
How Our Customers Inform Our Products
So what does being ‘customer obsessed’ look like? If we take it right back to the start of the business, Resolution IT was founded to fill a gap in the market. Our founders, Olly Duquemin and Steve Brehaut, wanted to provide IT done differently. For them, this difference was all about the customer. How can we make our clients’ lives easier? What problems can we solve? How can we give IT support a better reputation?
By analysing the business challenges and pain points of our customers, we’ve been able to develop our products and services to not only suit their requirements but evolve and expand their operations.
We’re all about continuous improvement at Resolution IT, so the process of evolving our services is never ending. We encourage regular feedback from our customers to help us learn and improve and we take their input seriously.
Customer Success
The move away from traditional account management to a vibrant and dynamic customer success process was born from this constant need to evolve and ensure we are providing the very best service and growth opportunities to our clients.
Either during the onboarding process or through quarterly customer success meetings, we develop and maintain a bespoke account plan alongside our clients. These account plans allow businesses to plan their technology journey in a completely transparent way, budget effectively and confidently for the future and discover new and emerging technologies that may not have been considered previously.
I believe that our customer success process and materials are a true USP for Resolution IT. We are dedicated to and truly care about each of our clients’ journeys – the customer success process is a real facilitator for growth and ongoing support and I feel privileged to be able to help businesses progress in scale and efficiency.
