First, you tell us your strategic goals. Together we define metrics to measure progress. Once we have agreement that we are focused on the right things for your business, we put the plan into action.
We break down the objectives into measurable steps to achieve your goals. Examples may be to increase net added subscribers, reduce churn, increase ARPU, or reduce cost.
Bi-annual executive reviews with our CEO illuminate where we are performing well and where we need to double down. You can also highlight evolving opportunities and fine-tune our collaboration.
We are successful when every Optiva customer says “Yes” when asked if we are helping you achieve your business goals. And our teams don’t receive a bonus payout until you do.
There is a distinction between customer “satisfaction” and “success.” At other companies, the idea of customer success can mean anything from good customer relationships to quality scores on surveys. Frankly, the term has lost much of the real value intended.
This is where we draw the line. Our message to you, our customers? Don’t settle for satisfied.
We want to set the bar higher for our customers. Specifically, we want our customers to have a differentiated experience with our company, where we stand shoulder to shoulder with you to help you achieve your business objectives. For you to consider working with Optiva a success, we must deliver value to your bottom line and help you achieve your overall priorities.
By aligning with objectives and metrics you set, we eliminate ambiguity.
By co-creating an action plan with specific strategies and tactics, we deliver meaningful impact.
By measuring regularly to assess progress, we stay on target to meet — or exceed — your expectations.
By aiming for 100% Achievement, we are held to a higher standard.
And this isn't just a vanity metric for us. It's so embedded into our core values, growth and trajectory that our team only receives their bonuses when you answer “Yes, Optiva is helping us achieve our overall strategic business goals.” For us, it’s all or nothing.
What is it like partnering with Optiva? It’s a game-changer for your business.