Customer Success Calls
These twice yearly calls between the Everest CEO and the executive teams of each customer provide a unique opportunity to discuss the relationship, uncover improvement opportunities, share successes and gain insight into what is on the horizon at Everest.
Success Call Agenda
Overview of the Success Program
Review of current success level and influencing factors
Development of a Success Plan for the coming year
Updates on Everest (includes product roadmap, special offers and more)
Summary
Success Stories
The Everest Customer Success Program helps customers get the value they expect from their relationship with Everest, and sustain it over time.
Yes to Yes Stories: Customers that are currently successful, and how we are working together to keep things that way.
No to Yes Stories: Customers that were not successful with Everest, and how the Customer Success Program helped us both turn around the relationship.
Success Plans Defined
Tailored to each customer, this comprehensive action plan clearly outlines how success is defined by the customer, notes where Everest stands today and provides a roadmap of the steps needed to get to 100% customer satisfaction.
Achieving Success
Each customer’s success plan guides the Everest team on how to deliver 100% success for that customer. A detailed timeline and regular checkpoints ensure the plan is always on track, even when a customer’s priorities shift. When success is achieved, the plan is revisited to ensure success is maintained consistently.
Sample Success Plan
How We’re Doing
Our goal is 100% customer satisfaction and we strive for that in all we do. Currently, our “Report Card” is shared on our quarterly executive webinars and we plan to provide it on our website soon.
The Customer Success Program is the mechanism we use to realize our goal of 100% customer success.
The program itself is simple. Our CEO speaks with each and every customer twice a year. During those calls, we review progress and establish measurable, customer-specific goals. These goals, and our progress against them, then form the basis of future calls.
Through this process, we stay laser focused on what matters most to each customer.