Digital transformation and the disruptive impacts of technology promise to make things better in the long run but they often cause work life to become more complicated and difficult in the short run. Core IT applications and systems are being upgraded and replaced as new initiatives are launched. Changes within organizations bring new people in and out of projects on a more frequent basis. New product features appear at a faster pace than ever before. While all of this so-called progress is a necessary part of the evolutionary process, there are some things that can be done to simplify the complex.
Changepoint is excited to announce our new combined customer services organization that will make it easier for you to take advantage of our expertise across all phases of the customer lifecycle. This new model brings together our professional services, customer care (technical product support) and customer success teams under the leadership of Paul Yaros, your new “Chief Customer Officer” who will now have company-wide responsibility for the customer experience. Our Customer Success Managers (CSMs) will continue to be the primary point of contact for customers but now that they are integrated with the broader services and support teams, they will can quickly connect you to the right resources with the right expertise.
The technology industry is continuing to evolve the sales and post-sales experience into more of a total lifecycle approach to engaging with customers. While the relationship may begin with the initial deployment, that is just one stop on what is usually a multi-year customer journey. Changepoint too is improving its customer engagement model to better serve not only our new customers who often need the most product and technical support in the early days but also to better serve our many long-standing customers who want to improve and grow with the solutions that they have been relying on for many, many years.
Our new combined global services team will provide a significantly improved experience for our customers so please stay tuned, as your CSM will be contacting you in the near future about an upcoming webinar to learn more about this exciting announcement. We look forward to serving you better with this new approach and we would like to get your feedback on how we are doing as we make this important transformation. Please feel free to contact Paul or me with any questions or suggestions that you might have.