Published: Apr 24, 2018
Today's post on customer success is courtesy of Jayson Saba, Sr. Director Product Marketing.
A few weeks ago, peer review sites G2Crowd and TrustRadius recognized Kronos Workforce Ready with Leader and Top Rated honors respectively. This recognition is a result of our awesome customers who continue to share their stories and success with our solutions. It also speaks to how well Kronites around the globe execute our customer success initiatives. At Kronos, Customer-First isn’t just something we say, it is what we do every day. And seeing that our customers recognize and appreciate what we do is an honor and privilege.
So how did we get here?
It all starts with our employee focus. Kronos was named a top 100 Fortune Best Companies to Work For. A culture of engagement that prioritizes the employee experience improves performance and retention. Customers value speaking to experienced customer success and technical managers who not only understand the product but are also familiar with the customer’s history.
Under the leadership and with tremendous support from our President Chris Todd, we established a Customer Success organization that is 100% focused on the customer experience from the moment they engage with Kronos onward. Our customer onboarding program ensures that clients understand what to expect from kickoff to well after go-live to ensure their goals are met in their Kronos partnership.
Thanks to 40 years of experience working with some of the world’s biggest and most ambitious companies, we are now able to accelerate time to value from our customers’ investments. All Kronos customers benefit from our Paragon Methodology that establishes at startup tenant with all the best practices we learned from the specific industry vertical they operate in. The goal is to ensure a quality activation and onboarding experience that helps them transform their processes that impact their business.
All our HCM customers have access to an HR and Payroll knowledgebase that provides up to date information and legal updates related to HR, payroll, tax, and labor laws. Additionally, we proactively provide checklists to ensure HR and Payroll executives are ahead of the curve for audits, mid-year and year-end processes.
Most importantly, it is all about communication. In the cloud world where updates are happening regularly, and enhancements to functionality and usability are expected by customers, it is critical to communicate what is coming. Through or Customer Engagement Marketing organization under the leadership of my colleague Lisa Pratt, we ensure our customers not only have access to best practices, but are kept aware of what is coming in the products and on the roadmap.
Thank you again to our customers for this honor. As our president says, “Putting our customers first is the guiding philosophy behind everything we do at Kronos." And customer success starts and ends with successful customers.
Jayson is an HCM technology executive who has done it all: Practitioner, service provider, industry analyst, and technology provider. He currently leads a group of innovative product marketers at Kronos.