Customer
Success
Why customer success management
Our success is inherently intertwined with the success of our customer. That's why Analysis Prime has a special team dedicated to Customer Success (CS), ensuring our customers achieve their desired outcomes while leveraging our products and services. By aligning people, processes, and data, we become the single point of contact, orchestrating and communicating across internal stakeholders, customers, and SAP with an end-to-end view of the customer’s adoption and expansion journey.
“Customer Success does not only stay within our team. Instead, we bring everyone together working towards the same goal throughout customers’ journey at Analysis Prime.”
-Weiwei Chen, Senior Director, Customer Success
Customer success vs. customer support
Analysis Prime offers a structured approach to customer success that delivers value.
Unlike customer support that is typically reactive, our customer success team functions proactively, identifying and preventing issues before they occur and continually striving to identify new opportunities and sources of value for the customers that we serve.
Customer success
Proactive
Customer goal achievement
Driving customer value
Cross-team engagement from sales, marketing, and support.
Customer support
Reactive
Issue resolution
Driving customer satisfaction
Owned by a single department
Your journey with us
Building long-term customer relationship management
Be the single point of contact aligning, orchestrating and communicating across internal stakeholders, customers, and SAP with an end-to-end view of the customer’s adoption/expansion journey; Maintaining lifetime relationship with strategic customers and leading the effort to maintain the health of Analysis Prime’s entire customer portfolio. ​
Strategy over reactive support
Our success team works to identify new strategies that customers can employ in order to maximize the return that they receive from the company’s SaaS products.
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Reliance
Safeguard throughout lifecycle
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Transparency
Information flow node and go-to person
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Customer success managers pinpoint problems and opportunities by collecting and leveraging as many data points as possible about our customer, preventing issues before they arise and improving the customer experience with a clear understanding of the customer.
Proactive partnership
Proactive partnership
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Our customer success team isn’t the end-all, be-all. At most companies, the customer support team’s entire job is to manage the day-to-day technical snags and confusion around product or service capabilities, and see if certain customer requests are possible. They’ll also have a wealth of insights from working cross-functionally with other teams to find solutions.
Continuous feedback loop
Continuous feedback loop
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Leverage a wealth of insights our cross-functional experts to manage the day-to-day technical snags and confusion around product or service capabilities and increase product utilization.
Maximized product utilization
Continuous feedback loop
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Customers excelling with Analysis Prime in their corner
