MasterControl's Wall of Success
At MasterControl the success of customers is written on the wall!
MasterControl team members recognize that it takes a team to create a software experience that is successful. MasterControl also recognizes that a successful team will always include the software purchaser (i.e., the customer)! After all, shouldn't customers be allowed to define their own measurement of success?
At MasterControl, once software has been purchased, a customer service representative meets with each individual customer and allows the customer to define success for his or her own company. These customer-defined standards allow MasterControl professionals to measure their progress in terms of the initial expectations of each customer and whether or not those expectations are being utilized to go above and beyond the "call of duty" and delight each customer.
Once software has been implemented (60 days post-implementation) a customer service representative will contact a customer and ask for a rating. If the rating is positive, MasterControl employees celebrate (during a quarterly ritual) the display of the respective company's name and logo. Every 6 months a survey is also provided to customers and if definitions of success have not been met then the respective plaque is removed until customer success standards have once again been achieved.
In short, the MasterControl Wall of Success is a visual representation to MasterControl employees that a customer's success is very literally MasterControl's success.