Speaker: Liz Logan, Director Customer Success, Cognizant
Please could you introduce yourself?
Liz Logan: Hi everyone! My name is Liz Logan. I am the Director of our customer success team here at Cognizant. We sell healthcare administration products to the payer industry. And I started out under the sales umbrella and more recently have started this customer success team that I lead. So we started it from scratch, and now I am enjoying creating this team and our new programs, playbooks and processes to really look at retaining client retention, growth and product adoption with our our portfolio products.
What will you be discussing at the upcoming virtual Customer Success Festival?
Liz Logan: I will be talking about customer retention and renewal that the upcoming Customer Success Festival and I'm excited to share um what we've done as a company to really focus in on, not just the renewal, but what's happening prior to the renewal, to ensure that the customer is gonna renew and, really, overall customer retention. You know, it's really working for us, we're seeing some positive impacts and I'm looking forward to sharing that with you.
What nugget of wisdom are you hoping to leave attendees with after your talk?
Liz Logan: A nugget of wisdom I'm hoping to leave attendees with from my session, is it doesn't matter how big your organization is. It's focusing on your customers and trying to have a holistic view of your customers and in their journey with your company because it's every step along that path that matters to a customer so big or small, focusing on the customer, and and being proactive – as proactive as you can – I think is the biggest focal point, at least for us for client retention and renewals.
Which other sessions are you looking forward to watching at our virtual Customer Success Festival?
Liz Logan: I'm really looking forward to attending as many sessions as I can of this Customer Success Festival. I attended in person, the one in Vegas this year, and it's just really valuable to be able to network with others in your same role and learn from them of what works what best practices they found, kind of share stories of the good and the bad. And you know, I came away with a lot of great takeaways. So, I'm looking forward to the same with this festival and those to come.
Why do you think it is important to shine a light on customer success?
Liz Logan: It's so valuable to shine a light on customer success and the importance of it within an organization – especially now as revenue is super important and it's not as easy to make a new sale as it is to keep your existing customers. So the quote in the industry is it's about 5 to 7% more to sell to a new customer than it takes to keep your existing customers. So, my company and others – because it's apparently the fastest-growing division in the industry now is customer success because it's all about customer retention, zero churn and, really, adoption to help an expansion to help you keep your customers keep them happy and thus keep them with you for the years to come.