Sometimes a school or district doesn’t designate anyone to advocate for our solution, and that’s when my team needs to make better connections and regain their trust.
To develop a stronger relationship, we often connect internally, asking, “What can we do better?” and “Who do we know that cares about this type of implementation?” Sometimes it’s a connection the salesperson has; other times, it’s a customer success manager or a services person.
Another way we try to bridge the customer-advocate gap is by continuing to touch base with that account regularly, stepping up our engagement until we find the right level for that relationship.
In addition, we’ve developed a program to proactively look at customers who have low usage. We came up with about 65 customers, and we’re working to foster better partnerships by:
- Meeting with them face-to-face
- Offering free product training
- Providing student growth data and other data to show the success of implementations in their state or district
- Incentivizing our customer success managers
We’re also exploring possibilities for doing more webinars, carving out more dedicated time for those customers, and even showing up for ‘office hours’ in the cafeteria. By determining what works for this set of customers to drive usage, build trust, and grow relationships, we’ll discover new ways to serve more customers better.
Why customers deserve collaborative partnerships
Our drive for collaborative partnerships matters because we’re not just shipping a textbook and saying, “good luck.” The nature of our solutions — hello digital learning — dictates that we must ensure the technology works for students, teachers, and admins. That only happens if customers understand how the products and solutions work.
When customers don’t understand the product, they don’t use it, and the implementation is poor or fails. So, it’s Imagine Learning’s responsibility to ensure that knowledge transfer happens — and continues to happen — from our team to the classroom.
We’re in this together
The Imagine Learning/Customer partnership is a relationship; like any relationship, it’s only good if it’s built on trust. Both parties need an understanding, a mutual appreciation for what’s required, and a common goal.
Our partners must be able to trust not only the tech but also the people by their side to respond quickly and be helpful and empathetic. That’s the experience I want my team to bring to educators every day.