Unlike other Client Service departments, our team is with you for the whole journey - from onboarding through to renewal. That’s why we call it Client Success.
When you think about the boiler plate client-facing teams at technology companies, what comes to mind is the glaring split between Client Service professionals who respond to your day-to-day issues or questions and Account Management professionals who are largely disconnected with your teams but furiously try to connect with you once a year to discuss your contract value and trajectory.
At Cognitive Credit, we do things differently.
We believe our client-facing professionals have not earned the right to have strategic or contract-related conversations with decision makers at client firms if they haven’t been there for the whole journey - engaging with users to understand their main work flows and pain points, training them on our tools to improve their use cases, and driving positive business outcomes through time and effort. This is why we call it Client Success.
Our approach to a successful client relationship
Like all things Great, our Client Success function has its foundation in some key pillars:
Robust Onboarding
We believe the best opportunity to engage with clients is when they first sign up. Users are still forming their habits on Cognitive Credit and the marginal value of training is higher. We first set an onboarding plan with the key decision makers to drive engagement across the user group, and then execute the onboarding plan through a robust mix of group presentations for Analysts and Non-Analysts (PMs, Traders) separately for each of their use cases and 1x1 training sessions with users to tackle their idiosyncratic styles and questions.
Proactive & Data-Driven Client Engagement
We anticipate our client needs by analyzing a wealth of usage data and identifying opportunities for improved or new use cases. We religiously track a KPI called Value-Added Touchpoints, which ensures that we are not reactionary and that we are reaching out to clients to proactively help and improve their experience with Cognitive Credit.
Focus on Outcomes
A lot of SaaS businesses drive MAU/DAU ratios without focusing on outcomes for clients. Instead, we spend time and effort to go the extra mile on projects that will drive materially positive business outcomes for our clients. These range from helping set up customised excel add-in templates for different users so that they can keep working in their formats using our data to helping Heads of Research automate all the data for comprehensive quarterly credit reviews.
Speed and Consistency
One of the many reasons why we have a 100% gross renewal rate and outstanding NPS scores is because in a world of large and increasingly sluggish incumbents within the credit data and analytics space, we respond consistently and fast to our client’s queries. These queries can range from administrative (“my 2FA isn’t working this morning”) to data-related (Issuer x has reported and is an important position for us and we’re hoping you can prioritize it) to systemic (we have a new central research system and we want to start implementing the data feed using Cognitive Credit Rest API) - and our response times remain best-in-class in all scenarios.
Trusted Partnership
We understand and internalise that we grow with our clients, not despite our clients. This understanding is reflected in all our contract conversations where the outcome is always intended to be mutually beneficial. To add, our modular structure frees clients from the shackles of heavy packaging of product suites in the credit data and services market, and allows us to be agile and adaptive to changing client needs or direction.
We’ve been in your shoes
After nearing 2 decades of experience in the credit markets across Analyst, Portfolio Manager and Head of Credit Research seats, I fully understand the intense pressure of the earnings and new issue calendars and short windows to source and execute actionable trade ideas.
At Cognitive Credit, we know from first-hand experience that the right technology applied in the right way can revolutionize your workflows - many of the world's leading Investment Banks, Asset Managers and Hedge Funds who are clients can attest.
If you’d like to learn more about our product roadmap and/or get trained on our key features and functionality, please contact us at support@cognitivecredit.com.