How Clientshare supports global enterprises

Transcript:

Alex Ricketts, Compass Group: I think we were a very early adopter. We really went through the Premium part first, then moved into the Pulse side of things, and I think the big game-changer has been Pulse.

Just the other day, I had somebody who gave me a score, while it was pretty positive, it was still an eight and a 4.2. They asked to be contacted by the leadership team, and immediately I was able to go back and respond to their questions.

Claire Fields, OCS:  I think we’ve always gone into QBRs and been presented with suites of KPIs, or we’ve relied quite heavily on verbal feedback and, potentially, assumptions. Clientshare has given us more tangible, tactical feedback from customers on a consistent basis. We can really delve into it, understand where we need to improve on contracts, and it’s a really non-confrontational way of obtaining feedback from customers post-QBR.

Kayleigh Le Roux, Yusen Logistics: Since implementing Clientshare in our business, we’ve made sure that our client account health is where it needs to be. Whenever there is an issue, or an account is going into hypercare, or needs extra love and attention, we make sure we use the tool to its full benefit and ensure that the output is where the business needs it to be.

Richard Sykes, ABM: Clientshare has been a real enabler for our business. Our customer retention rate is 98% this year, it’s higher than any other business I’ve known in the world. It’s a fantastic tool which enables our team to understand what our customers are saying every day.

Alex Ricketts, Compass Group: I think QBRs, as we heard today, are the times you only meet with clients in that sort of environment four times a year, and they are so valuable to us. But it’s not just about being able to go in and do a QBR, it’s about making it really effective. It’s about ensuring you’re recording what you’re doing in there and taking the actions, and that’s the undeniable value that Clientshare brings. It helps us make sure those meetings are genuinely valuable.

Claire Fields, OCS: We always base our approach on customers and customer centricity, and I think QBRs are a more structured way to get in front of customers, with a framework for the meeting, and to ensure we’re demonstrating success as well as data. It gives a clear guide path in terms of business improvements and strategic alignment, and it’s a real open forum that can often get neglected. So, yes, it’s hugely important to us as an account management team.

Kayleigh Le Roux, Yusen Logistics: The Clientshare tool, and using Pulse on a regular basis, has given us a lot of confidence as a business. We’ve used certain features, in particular the NPS scoring, so we can gauge our customers and make sure that what we say we’re going to deliver, we’re actually delivering for them.

Richard Sykes, ABM: What I love about Clientshare, as a leader, is that I get messages every day about client feedback, real data every day, live data. That’s fantastic. I can talk to my teams about our client feedback, and that enables us to respond to our customers’ requests. It’s an amazing tool.