Think Customer, with atmail’s Glen Lynden [Video]
‘Think customer’ is one of our core atmail values. It’s important to us because we would not be where we are today without our valued customers. And we know that we will not succeed in our ambitious future plans unless we keep ‘think customer’ at the forefront of everything that we do.
To share a little more about how we’re acting on this value, we invite you to spend two minutes with our Director of Professional Services, Glen Lynden.
Can you introduce yourself?
So, it’s Glen Lynden. I’m the Director of Professional Services. I’ve been with atmail for over six years.
Please tell us about ‘Think Customer’
‘Think Customer’ is one of our company values, and probably the most important value we have. We created our customer values about two years ago, and ‘think customer’ is one that first came to mind. Without customers we don’t have a business, so it is extremely important to look after our customers.
Do you take pride in developing customer relationships?
The relationship that we have with our customers is a point of pride. That’s not just support; it’s across the entire organisation when we’re speaking to our customers.
How do you maintain positive customer relationships?
By having an open dialogue with our customers and maintaining that throughout the relationship, throughout the term of the engagement with us, in terms of a project, and in handing over to our support teams to carry on that conversation, is a great way of maintaining the relationship we have with our customer.
Do you visit customers to build better relationships?
I was running a recent project where we went to the customer’s offices. The main benefit of that is actually to meet the people, meet the people who we’re going to be working with throughout the project, and to build that relationship, which assisted any communications from there on in.
What we were also able to do, which is very much appreciated by our customers, is actually guide them throughout the stages of the project. That’s from the early discussions all the way through to the final delivery when we are going live.
So, we’re the email experts. Our customers, we know, that they have a very broad range of specialties and skills and experience. So, sometimes they might only have one or two people who know about email. But we have a whole team of email engineers. We know email, we know systems, we know migrations. So, we’re the ones who can advise our customers how to work properly, how to engage with us throughout the project, and that’s another reason why there is often a very, very successful outcome.
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