Access has always been very good at customer relationships. We wouldn’t have experienced steady, uninterrupted growth for 30+ years if we didn’t have a good product and track record with clients.
We retain about 98% of our clients annually, and have an NPS score that rivals the best companies in the world, not just our industry.
So why would we need a formal Customer Success effort?
The truth is, we want more for our clients. Sure, they’re satisfied with us, but we want them thrilled. More than that, we want their customers, members, and employees to be thrilled.
When their annual budgets come due, we want keeping their relationship with Access to be a no-brainer that everyone from the CEO on down can agree upon.
As such, we recognized the need to formalize our efforts around retention and satisfaction.
And guess who got to lead the charge? Yours truly.