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CubeLogic Sees Customer Satisfaction as a Key Metric

Customer satisfaction should be a key metric and focus for any software vendor. For CubeLogic, it is a key activity led by Global Account Management Director, Swati Kaushal and I discussed customer satisfaction with her recently. Swati has been with CubeLogic for 7 years overseeing customer satisfaction and value expansion globally for all CubeLogic’s customers.  She began by expressing her focus as follows, “at CubeLogic, we are making every customer feel valued, heard, and supported while delivering innovative solutions that drive their growth and success.”

So, I was keen to discover what she sees as important in achieving this. “It’s all about the feedback cycle,” she told me. This includes the myriad of ways that CubeLogic can gather data from its customers and promote joint ownership of its product roadmaps with them such as advisory boards chaired and staffed by customer representatives, user groups, newsletters, webinars and seminars, and so on. The key she says is to present what CubeLogic has and ask customers what it can do better. This feedback is then used to inform the product roadmap, delivered in a phased approach and shared with customers at each step of the way obtaining further input, she explained.

CubeLogic also undertakes annual and ad hoc customer satisfaction surveying and this helps inform KPI’s for internal CubeLogic staff. This also ties customer and CubeLogic staff goals together. “The surveys are totally anonymous and circulated internally so that team members can action and feed back those actions to the broader customer base,” she said.

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Swati is also quick to reassure that there is no charge for requests going into the product roadmap – its part of the support – unless it is required fast or as a priority. The roadmap is published regularly, and timing and inclusion is discussed with customers, she explained. Account managers meet with customer regularly to discuss this and any other issues as well as to invite users to relationship building events and opportunities. “A couple of examples would be the interface to Nordpool, which was requested by many customers and then delivered and also in the area of limit management where we asked customers what they wanted, developed a beta program and then delivered,” she said.

The benefits of investing in customer satisfaction are well worth the cost and effort, she told me. “Our customers are also our references,” she said. However, beyond that, happy customers are more willing to extend the relationship. As an example, she told me of a power & gas company that expanded its use of CubeLogic into other regions displacing a competitive product in the process. It rolled out CubeLogic globally.

CubeLogic implementation consultants are also a part of the customer satisfaction effort. “These are highly trained, experienced staff, and when they are used by customers to implement the software, we have good success as they know the product and how to implement it well, she told me. “Implementation is customer-centric and every customer is unique,” she said.

Swati’s passion for customer satisfaction comes across strongly when talking with her and she says that “CubeLogic goes beyond solving problems; it focuses on delivering value, building trust, and fostering lasting relationships through proactive management and support that drives client growth and satisfaction.”

 

 

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