Customer Success Management
At MFGS, Inc., our goal is to help customers avoid issues while also helping them increase their overall product maturity levels, with various communication efforts. We provide our customers with the superior service for which MFGS, Inc. is known. We are committed to ensuring your success with our products. Thank you for choosing MFGS, Inc.!
Who We Are
MFGS, Inc. is the trusted advisor to the U.S. Government, its partners and system integrators for achieving optimal efficiency throughout an agency's enterprise software solutions to the DoD and IC communities, we offer a comprehensive portfolio of mission-ready tools along with a deep understanding of how DoD agencies operate. Our solutions support the entire software development lifecycle, enabling you to securely plan, build, deliver, and run your mission with confidence.
What is The Customer Success Team?
The Customer Success Team is defined as a proactive approach to ensuring customers achieve their desired outcomes while using a company's products or services. The process focuses on building strong customer relationships, understanding customer needs, and providing ongoing support to maximize mission success.
The Value of Customer Success
- Personalized account advocate and overall resource
- Providing post sale assistance as solutions are being implemented
- Customer Advocacy: Turning satisfied customers into brand advocates
- Retention and Loyalty: Guaranteeing the full understanding of customer goals and mission
- Business Relationships: Through various forms of communication customers will know who and where to start when asking for help
Key Elements of Customer Success
Customer Onboarding
- A welcome letter is sent to our customers, providing detailed next steps, including the scheduling of an onboarding meeting
- The Onboarding Call helps with the following:
- Getting started with basic best practices
- Introduction to your product champion
- Buildout of a shared roadmap
- A review of each portal
- Overview of our product resources
Customer Engagement
- Regular check-ins and communication strategies
- Development of a strong working relationship with customer's team
- Tracking of current customer goals
- Gaining a solid understanding of each customer's maturity levels
- Communication of company updates, marketing events, and industry news
Customer Support Advocate
- Your trusted Customer Success Team for support incidents submitted for a specific product
- Provides timely updates on open cases
- Coordinates with other resources as needed to expedite timely resolutions
- Ensuring SLA's are met
- Support Cases closed with a successful outcome
Education of Resources
- Understanding of the vendor's product portals
- Providing current and updated resource links
- Offering training and resources to help customers use each product effectively
- Developing a knowledge base and educational content
Customer Feedback and Analytics
- Collecting and analyzing customer feedback
- Using the collected data to drive improvements and decision-making
- Demonstrated customer satisfaction via successful case studies
Strategies for Effective Customer Success
- Touchpoints efforts: Anticipating customer needs and addressing issues before they arise
- Customer Journey Mapping
- Identifying Gaps
- Personalization: Tailoring interactions and solutions to individual customer needs
- Software environments can be complex, and we understand each customer has their own setup and Government requirements
- Solid understanding of each customer's goals
Frequently Asked Questions
Customer Service is the same as Customer Success, right?
While both are here to support you, Customer Service helps with immediate issues like troubleshooting and technical support, while Customer Success focuses on long-term value, working with you proactively to help you reach your goals and get the most from your investment.
How technical is The Customer Success Team?
We have the technical knowledge to drive meaningful conversations, and together with our Sales Engineers, Account Managers, Professional Services, and Support teams, we ensure that deeper technical expertise is available when needed.
Is there a cost to adding The Customer Success Team?
The Customer Success Team is already included at no extra cost for all current subscription customers.