A BrightEdger

M Posted 11 years 3 months ago

t 9 min read

At BrightEdge customer success is a key priority. This is why we have built the largest customer success team in the industry. We serve over 1000 customers, working with over 8500 brands across 4 continents.

As a product from the innovative leaders in the market, the BrightEdge S3 Platform is incredibly extensive and valuable for customers that enables them to as they transform online content into tangible business results.

To complement our award-winning platform our client services team provides hands-on support to ensure our customers are comfortable analyzing and interpreting the massive amounts of data that the BrightEdge platform processes for them.

My Role At BrightEdge – Customer Care & Partnerships

As a client services manager, I build business partnerships and provide product enablement to complete the story the data from the platform tells. As this Salesforce article highlights - “What is Good Customer Service” – one of the key factors that contribute to exceptional customer service is developing trust.

For me building trust comes from the fact that I genuinely care about my clients and always want to know what attracts and motivates them once they dive into the platform. Clients are extremely appreciative of the detail I provide into ensuring they gain the necessary platform skills. It is my job to actively listen and hear what is important to each person and company I work with.

Because customers recognize the attention I provide, they are confident in our partnership together.

I take the time to analyze and create a customized approach for each individual client, so set them up for success. As Melanie Perkins notes in “3 Keys Providing Great Customer Service,” I must give my clients a voice, so that their opinions can be heard through me. I am an advocate for their user experiences and what will benefit them in the long run. I consistently ask for their feedback, so I can better understand their needs, whether as a new or experienced user of our platform.

My success and satisfaction comes from helping my clients gain value from the platform, define and implement their plans and harvest the business results. This is why I think that BrightEdge clients renew at incredibly high rates.

Anything that is a considered progress or an achievement for my client translates into the same victory for me!

BrightEdge Customers and Business Impact

BrightEdge customers drive measurable business impact in partnership with the client services team via a number of key initiatives:

1. Ignite & On-Boarding Program - BrightEdge engagements are ‘jump-started’ with one-on-one on-boarding assistance, where customers learn about every aspect of the BrightEdge platform, identify goals, and work through a guided Ignite project.
2. Online Training & Certification  - The BrightEdge Certification Program is a user-level certification covering the core BrightEdge platform functionality.  
3. BrightEdge certification – This program validates a user’s ability to leverage the full BrightEdge platform to deliver value from search and digital marketing.
4. On-going Partnerships — All customers, partners and members of the BrightEdge community also stay up to date on the latest changes in search and content marketing as well as key BrightEdge innovations through our product training webinars, networking initiatives, and our industry-leading, must-attend, event Share15. Come learn from our customers and your industry colleagues at Share 15. Space is limited, so I would recommend registering now!

I look forward to seeing you there and supporting your organic marketing success.

Jim

M Posted 11 years 6 months ago

t 9 min read

In the wake of Share14, our premier marketing event and the largest of its kind in the industry, we’ve experienced exceptional growth and innovation. As we head into the fourth quarter, we’d like to take this opportunity to give you, our customers and community, an update on BrightEdge and where we’re headed. We have reached an exciting point in the evolution of our company and a tipping point in the industry.

BrightEdge has raised $64 million to invest in product innovation and business growth to fuel expansion, which has enabled us to deliver more than 81 product releases to date. This is largely why we’ve seen more than 60 Fortune 1000 customers upgrade to our technology. We are honored to serve so many exceptional companies and proudly boast a rich roster of more than 1,000 direct customers - up from 650 at this time last year.

What’s more, BrightEdge is now working with the Top ten largest online retailers, nine of the Top ten largest hotel groups and eight of the Top ten technology companies. Our company has come a long way since its inception in 2007, and there are no signs of slowing down. Our continued success is in large part due to the core values that BrightEdge was founded upon; a culture of innovation and a commitment to making customers our No. 1 priority. We firmly believe that it is this very innovation and customer focus that sets BrightEdge apart from other solutions, and enables us to not only thrive, but also consistently delight and support our customers.

These values are in the DNA of our company and dictate every decision we make. This commitment to our customers — and the marketing community as a whole — necessitates rapid innovation, so we can help marketers navigate a constantly evolving field. Just this year, we introduced a new perspective on content performance marketing, revealed the Content Optimizer and Data Cube, and made our most powerful technology available to the entire marketing community with the BrightEdge Community Edition. This innovation has spurred our own internal growth at BrightEdge, allowing us to expand to six global offices — including London, Sydney and Tokyo — to support more marketers and helping us reach a major milestone of nearly 300 employees.

Despite all of our progress, our job of providing our valued customers with the best content performance marketing technology is far from over. We’re committed to supporting customers by offering not only content insights, but also educational experiences. This year, an incredible 1,500 marketers worldwide became BrightEdge Certified Professionals. These marketers are providing invaluable insight to their companies, and are helping the industry to progress from an era of “trial and error” to one backed by hard metrics and measurement.

At BrightEdge, we’re passionate about marketing. We know how challenging it can be to find success in this industry, and how great it feels when you do. That’s why we’re committed to supporting our customers at every step of the way — and why we continue to stay cutting edge. As we evolve even further, we’ll always remain dedicated to releasing new products and insights that give our customers the advantage in a crowded marketplace. We look forward to continuing our partnerships with such talented, innovative companies, and can’t wait for what the future holds!