Marketa Uxova talks about how Customer Success works in Yieldigo
We want to introduce our most valued members of Yieldigo, no matter whether they are from R&D, Sales, or Customer Success, it’s them who make Yieldigo what it is today – one of the best retail pricing platforms in the world. We are starting with Customer Success, as it is the most important part of Yieldigo that builds trust with our clients. It is one of the reasons why the biggest retailers stay with us as a provider of their pricing platform. So let me introduce Marketa Uxova, our Customer Success Manager.
Hi Marketa, you are the first of our interviews with People of Yieldigo. Could you tell us a little bit about yourself?
Hi Michael, thank you for having me! I came to Yieldigo from the retail industry. I have over 20 years of experience in retailers like Carrefour or OBI, where I took care of pricing for final customers. My last stop was at Makro where I was responsible for B2B pricing – pricing for customers like hotels or restaurants. And now I am here!
Marketa Uxova, Customer Success Manager
And what is your responsibility at Yieldigo?
Simply speaking “taking care of customers”, but in this business, it means something a little bit different than in B2C. I have to deeply understand the needs of the customers and do the best to make their business grow. Those are joined vessels – if we satisfy the needs of our customers, then they achieve their goals and their business grows. And that’s the best ad for us – the growing business of our clients.
“It’s not enough to have a smart tool, it’s necessary to understand how the tool works as well”
What is the main thing you provide to the clients?
Primarily it is about workshops and training for the users of our application. Most of the time it’s for pricing managers or purchasers to show them how and why the prices change as they change. In pricing it’s not enough to have a smart tool, it’s necessary to understand how the tool works as well because pricing is arguably the most important part of their business. And for me, it’s about receiving feedback on how we can make the app even better and quickly adapt to their needs. Besides that, I do regular reporting and meetings with clients about the news in the application and other consultancies.
“When you have 20 000 articles in 5 pricing zones then Excel is just not enough.”
So you educate them on how they can do smart pricing…
You could say that. But most of the pricing managers are aware that it exists. They know how pricing works, but they might not have had an opportunity to work with a tool that can predict the impact of their strategy, or that has a full overview of their assortment. The most common tool is still their own solution or really extensive Excel. And when you have 20 000 articles in 5 pricing zones then Excel is just not enough. Same as you can’t calculate the effect of price elasticity, how your KVIs are doing against competitors, and so on.
Instead they just have to get used to a new way of pricing?
Exactly. They just need to know how to do it and that’s where I step in. I show them how they can use our app effectively to make the most out of it and save time.
“Our care helps us build trust between us and a client, and that we don’t have only a smart pricing platform, but that we truly understand the pricing as well”
Do you help with the evaluation of their strategies and their impact?
Yes. Usually during quarterly reports, we evaluate, together with the client, our partnership and set strategies, which we are always trying to find new ways to make more effective.
You won’t leave them lost in the application with “Sorry, now it is your problem..”
Definitely not. As I said at the beginning, our goal is to make their business grow. If we leave them with no support, we are cutting the branch out from under ourselves. Our care helps us build trust between us and a client, and that we don’t have only a smart pricing platform, but that we truly understand the pricing as well (she smiles).
Did you notice some trends during the past months related to the current pandemic?
I think retail got a bit more unpredictable. Even before COVID, everyone said that we live in dynamic times, but now it’s even faster with great pressure on adaptability. Of course, online shopping was the main driver, and online groceries basically doubled overnight. On the other hand, the HoReCa (hotel and restaurant segment) noted a huge drop in business. All of that means that the purchasing behavior of customers changed. They don’t go to restaurants as often (in some places they can’t) and they cook more at home, which means that the structure of the shopping basket has changed, and at first sight, it’s hard to guess how.
And a final question for today. As a person that is highly experienced in pricing, what do you think is the highest added value of pricing platforms?
In my opinion, the biggest benefit is the prediction of the impact of pricing strategies. That’s a game-changer. Then it is a clear overview of all prices in one place, and that you don’t need all kinds of excels, apps, and other materials.
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