A River Guide To Success

Dec 4, 2018 | Mark Troast


Customer Success is often confused with customer satisfaction or “happiness”. But it’s more than that. Our brands are entrusting their wholesale business to us. We don’t take that trust lightly. So we’ve built a department around building those relationships and a company culture around making everything we do count toward the success of our brands.

What is CS?

Customer Success isn’t just a department - it’s an acknowledgement that our success is directly proportional to the success of our users. That everything we do as employees and a company should be framed by the question “how does this make our customers successful?” Customer Success is a company mindset that permeates our daily routine and helps us prioritize - it sets the tone for how we work and interact with clients. We don’t see the brands we work with as “logos”. They’re partners, and our success is inextricably tied to theirs.

But Aren’t You Just A Software Company?

True, we make software, but we operate as a service company. Satisfying existing customers is as important as finding new ones. And adding clients without making sure those clients are happy and want to stay is the road to failure. So keeping the customers we have is prioritized on the level with acquiring new ones.

But What Is A Happy Customer?

It’s easy to think that all you need to do is keep your customers happy - make sure nothing goes awry, and fix problems if they do arise. But that’s simply not enough.

The core of retaining customers - and keeping them happy - is putting in the effort to proactively enable them to grow. Customer Success means creating an organization that puts the client first. It means putting client goals on the same playing field as our internal goals. It means engaging with clients to help them get the most out of Envoy B2B, to be the river guide for brands truly striving to adopt the modern fundamentals of wholesale e-commerce.

What Do We Do?

Our software is dedicated to keeping brands closer to their wholesale customers and providing the tools to grow that relationships in a scalable way. We’re making it possible for brands to give their individual buyers and retailers a more personal experience.

Our customer success team is dedicated to playing our role in doing the same thing for our brands and their wholesale customers. Gathering data and finding pain points proactively, understanding where the industry is heading, and working towards our customers’ goals as hard as we work towards our own. Showing up where and when we said we would.

Mark Troast

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VP eCommerce Enablement

With 13 years of experience in solution enablement, Mark Troast uses his considerable experience to represent clients' interests while planning and executing the implementation of the Envoy platform.