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Customer Focus: Making it happen

By Alice McLinden on Wed 23 January 2013 in Placement Blog

To put it simply, I would define a customer-focused business as a business that puts customers at the centre of its business decisions. 

One estimate suggests that it costs five times as much to attract new customers as it does to keep an existing one.

The relationship between the customer and the organisation is therefore an important one, and one in which I am very happy to have been heavily involved in at ProspectSoft. I was thrilled to be placed in the Account Management Team when I started at ProspectSoft, and with our increasing customer base it keeps me extremely busy!

Working within the Account Management Team has allowed me to develop relationships with many of our customers whilst also acting as the interface between the support team and project managers. Speaking to customers daily gives me great insight into how ProspectSoft is genuinely helping others, and is an even better feeling when you receive positive feedback after helping a customer with a query. One of the most challenging aspects has been developing my technical skills. Bearing in mind I had (very) little knowledge before I started, I think it is safe to say if you join ProspectSoft you definitely become a bit geeky!

One of the main perks of my job role includes the opportunity to go onsite and visit our customers. This has included visiting customers for a review, carrying out customer testimonials, completing product demonstrations and even carrying out training. Although visiting customers can be a bit daunting at first, it is also very exciting and I have definitely learnt something new from every visit.

Other responsibilities include being directly responsible for our customer e-shots, recruitment for a technical support assistant and managing our customer satisfaction survey. My next project involves developing an online engagement strategy for all of our customers – so watch this space!

As you can tell my role is extremely customer-focussed and therefore I wanted to illustrate how important customers are not only to ProspectSoft but to any business. If they’re doing it well, and I believe ProspectSoft are, we not only have happy customers, but also happy employees!

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