feb 2004. best software vision “the power of one company providing the insight for our customers...
TRANSCRIPT
Feb 2004
Feb 2004
Best Software Vision
“The power of one company providing the insight for our
customers to succeed”
...throughout the life of their businesses
Feb 2004
Our Mission
“To be the leading supplier of business management products
and services to small and medium sized customers.”
Feb 2004
Our Product PortfolioSmall Business Mid-Market
Feb 2004
A Few Facts About Us• Our parent: Sage
– The world's leading supplier of accounting, payroll and business software to small and medium sized businesses.
– Supporting over 4.3M business customers worldwide
– Publicly-traded on the London Stock Exchange (SGE) and the only technology stock on the FTSE 100. Market cap of $3.8 billion
• Best Software– Supporting 2.3M business
customers in North America– Nearly $425M in revenue in
FY 2003– More than 15 acquisitions
valued at over $1.4B in the last five years
Feb 2004
Customer Support Mission• Promptly, dependably, courteously, and accurately address the
needs of our customers and partners when they contact us• Reduce the need of our customers and partners to contact us
by proactively providing online information that helps them answer questions on their own
• Discover what needs our customers and partners have for additional Best Software products or services and pass that information to Sales/Marketing to generate additional revenues.
• Concisely summarize and prioritize our customers and partners voices to identify the software and service improvements our customers and partners want most.
Feb 2004
Customer Intelligence Report• Concisely summarizes and prioritizes our
customers and partners voices• Developed semi-annually • Distributed to all Business Units including,
Product Management, R&D, Sales, Training, Professional Services and Executive Management
Feb 2004
Sources of Information• Customer Feedback• CRM • Knowledge Base
Solutions• Escalated Issues• Customer Support
Analysts
Feb 2004
Customer Intelligence Report Contents
• Executive Summary• To Do List• Results• Call Breakdown• Top Defects• Customer Comments• Escalation Reasons• Completed
Feb 2004
Q&A