A few weeks back, we celebrated our 2020 Kickoff Meeting in Miami, Florida. Consensus is growing and our wings are spreading so it is always a to have the opportunity to spend time with the whole team. We work side by side all year long, but many times this means remote meetings, as we are located in Texas, Massachusetts, New Hampshire, North Carolina, Florida or Colombia. Teamwork is one of Consensus’ values and these annual meetings are the perfect scenario to enhance our motto ¨We are One Team¨ so it then translates in our everyday work in Customer Expereince.
A Consensus Value: Customer Centricity
But this year´s meeting main focus landed somewhere else, in another Consensus value. Customer centricity has always been one of Consensus´ principles since it was founded 30 Years ago. A couple of years back, in our 2018 Kickoff Meeting, we decided to work on the words we were using to describe and communicate our core values. We wanted to avoid listing them with words that felt like they had been repeated so many times that they had ended up losing their true meaning. We attempted at translating each one of our values into specific actions or outcomes. You can see the result of that translation here.
We take our values very seriously: they are few, memorable and we aim at living them every day at work, in every task and every interaction. Our Customer-centric mindset was then translated into ¨Solve Problems That Matter¨ which for us means we are here to help our customers in what matters most to them.
But this year we want to take our Customer Expereince centricity a step forward. After three fantastic days of Team Meetings and Planning Sessions, Improving Customer Experience was listed as the top priority for 2020. We had been working in this concept for some months already, and it was great to confirm that we were all on board going forward, with a clear Action Plan and measurable goals to keep us on track.
Consensus Customer Experience Team – The Voice of the Customer
The Consensus Customer Experience Team will be crucial in achieving our 2020 goal. Clara Custodio will be reaching out to our customers to gather first-hand and detailed feedback and they will make sure that the Customer Voice is heard in Consensus. The team works closely with Management, Consulting and Support as well as Administration.
All our customers should know that the Customer Expereince Team has been created to give them a clear Go To Person and an Advocate inside the company. If you ever feel that the regular communication channel is not working properly, or if you have a question or concern please reach out to our Customer Experience Team, and they will be delighted to help you in any way they can! Please note that it is not a Consultancy nor a Support Team, but they will be able to forward the request through the best channel to the right team member and establish an appropriate priority level.
Consensus will also implement a survey policy and will be reaching out to users regularly to asses our services and customer interactions and identify improvement opportunities. We greatly appreciate all the feedback you can share with us!
Improving the Customer Journey
The Customer Experience Team will also be reviewing the Customer Journey in detail, with an eye on improving and creating new touchpoints and experiences that ensure implementations are as smooth as possible for all users of SAP Business One.
With that in mind, we have already launched our Free Customer Webinar Series, to ensure that all users have training opportunities in key SAP Business One features, as well as access to tips and tricks that will make their work lives easier, and more productive. If you have missed any of our webinars or want to register to upcoming ones, please go to our website: https://consensussap.us/webinars-workshops/
If you are a Consensus Customer and have any ideas or suggestions for our Customer Experience Team, please contact them as soon as possible! We would love to hear from you!