As Marc mentioned briefly, we have also launched a new function at Fenergo – Client Success Management.
Client-centricity lies at the heart of Fenergo's core values, company culture and growth strategy. As such, Customer Success was launched as a key function to support all stages of the Customer Experience lifecycle through actions that are distinct from, but closely aligned with Sales, Support, Product Management and Professional Services.
The key objective of the division is to ensure customers realize optimal value from their investment in the Fenergo technology and receive the full benefits of choosing us as a trusted partner. These objectives will be achieved via structured activities in the following areas:
- Product Roadmap Engagement: Facilitating customer involvement within working groups and client forums to enable influence into the Fenergo Product Roadmap.
- Client Engagement: Providing a mature engagement model that ensures direct access to the various divisions within Fenergo such as Engineering, R & D, Innovation, Knowledge Management and Training.
- Program Enablement: Assisting with non-core delivery activities and engagements to help ensure program success.
I am very excited about heading up this new division as I truly believe it will add significant value to clients, helping to navigate them through the implementation and go-live processes. I look forward to working with our clients in the New Year and beyond!