Marketing StrategyResearch and Insights

Thinking About Buying Marketing Software? Make Sure You Know Who Has Your Back.

By August 20, 2014 No Comments

When was the last time you made a big purchase? Maybe it was a house, electronic device, or a car. Whatever is was, you probably needed a little support—someone to help you understand your options, manage paperwork or give you peace of mind as you navigated a service agreement.

Major personal investments can be stressful. Major business investments can be even more stressful—especially when it comes to marketing technology.

You shouldn’t have to navigate the buying or implementation process alone. If you’ve identified a need, done your homework, and are ready to move forward with a purchase, one major question to ask yourself is, who will help you get your software up and running and ensure it is a success?

When it comes to implementing new software throughout your company, you need someone fluent in the product to guide your team and tailor processes to fit your company’s unique needs. This is where a product services team can come to the rescue.

A services team is going to have the knowledge and experience to help you make the most out of your investment. But sometimes it’s hard to know what to expect. Here are the four main qualities of the very best customer services teams out there:

They Focus on People, Process, and Needs

The team you’re working with should take a holistic view of your operation and keep your goals, objectives, and business challenges in mind when introducing new technology. A narrow approach won’t result in good adoption or positive change. There should be some initial discovery conversations to identify organizational structure, process requirements, and potential improvements to make sure there is an understanding of how the software can best support your needs. If the team can also provide industry best practices and solutions outside of the tool to address what you are trying to achieve, you’ll be sure to get some well-rounded, valuable direction that goes beyond technology.

They Include You

You and possibly other members of your team are likely on the hook for the success of your new software and will help manage it to some degree after its launch. This means you need to spearhead the on-boarding process. A good services team will include you and other key stakeholders in this onboarding process early on. There should also be consistent communication with those who may not be as involved in the day to day details, such as executive level sponsors. Keeping everyone informed and aware of what’s changing is an essential feature of a great customer services team, and will result in better adoption down the road.

They Foster Learning

Hopefully the tool you’ve chosen is somewhat intuitive and easy to use, but even if that’s the case, there is still going to be a learning curve. Your services team should be able to provide training that will resonate with the different roles and needs of your users. They should also provide you with helpful additional resources like online training material, support forums, relevant blogs, whitepapers, webinars, etc.

They Provide Support

Once your tool is up and running the work doesn’t necessarily end there. As you use the tool more and as your process or organization evolves, you will have new ideas and changes to incorporate. Your services team should be there to help you adjust your process. While you’ll want to take ownership and leverage internal resources where you can, you also don’t want to be left completely on your own. A plan that includes ongoing technical support, consistent check-ins, and clear communication will help you get the most out of your purchase.

Incorporating a brand new marketing technology into your team’s current processes is overwhelming. Without help, your investment may fall flat.  Having the ongoing support of a of an expert team that exhibits qualities like these will help you make the most out of your investment and put you on the path to marketing success.

bricelyn.jones

About bricelyn.jones

Bricelyn Jones is on the customer success team at Kapost. If you're a customer, she's got your back.