The office has been abuzz lately over a recent Q&A series with our own CEO Jon Kondo. Beyond discussing Jon’s personal story as an entrepreneur, the seven-piece Entrepreneur Journeys series, written by veteran journalist Sramana Mitra, reinforces the one thing that matters most to him and to everyone else at Host Analytics: our customers.
As a CEO approaching his four-year anniversary at our rapidly growing company, it’s noteworthy that, in Jon’s eyes, customers remain first. “What customers really come to appreciate is that the responsibility of customer satisfaction falls on us,” Jon said.
So what does Host Analytics do to ensure customer satisfaction? As Jon explained, it starts at the beginning—understanding what a potential customer’s requirements and business needs are. “Philosophically, we want to make sure our customers are successful with our solution,” Jon said during the interview. “We are going to understand what they want to do and the best possible way to accomplish these goals.” This may include something like consideration of time-to-value in implementing a CPM product. Host Analytics’ ability to standup a solution takes probably a tenth of the time that the heavy, on-premises solutions require. Another factor that makes Host Analytics’ cloud-based CPM solution a standout solution: “we are about a third of the cost of on-premise solutions,” Jon explained.
Aside from offering a cost-effective alternative to the big guns, Host Analytics serves our users in being consistent in how we manage our product. Our team strives to provide enhancements that matter most to customers. To ensure customer feedback is translated effectively into new product offerings, Jon has led the way in mandating that our product management teams spend ample time with our customers. This effort is implemented from top-down, starting with the CEO himself as Jon makes a conscious effort to check in with customers throughout their use of Host Analytics.
“I want to see customers when they are at various stages. I want to see them right after they have bought, right after they have implemented and after they have been using the product for a couple of years. We work very hard across all levels of the organization to never lose customer intimacy,” he said.
To further build customer intimacy, Host Analytics created a customer success team earlier this year. This combines our support team and professional services so that they are better optimized to serve the needs of our customers. “Those are the things that keep me up at night and that I work hard on,” says Jon. “I want to take the organization to the next level.”
From the top down, Host Analytics knows the best way to do that is through enabling our customers’ successes.
For a full look at Jon’s Q&A series in Entrepreneur Journeys and his business philosophies, click here.
