Cloud Customer Service Beyond Expectations

It is not uncommon for cloud executives to write a 10-percent customer churn rate off as a standard industry cost, but best of breed cloud providers continue to push for annual customer retention rates that exceed 95-percent.

Best of Breed

Cloud computing experts and industry professionals continue to view a 10 percent annual loss from a cloud company’s customer base to be a pretty good number, while anything over 95-percent annual customer retention is considered best of breed.

“…no customer is truly loyal in the cloud,” said Rebecca Wettemann, VP at Nucleus Research in a recent statement, “requiring vendors to step up their sales discipline and allocate additional focus of their attention to providing excellent service to new customers and those approaching the period of re-evaluation of their existing cloud CRM solutions.”

It stands to reason then that enterprises should consider the customer retention metrics of all potential cloud providers.  When selecting a hosting provider this will be a key metric for gaining visibility into a cloud hosting company’s service performance.

Cloud organizations who retain 97-percent or more of their customers every year are pushing the industry standards and going beyond good enough when it comes to cloud customer service. That drive to go beyond says a lot about the overall culture of the hosting company and it’s a good indicator that the provider is going beyond the standard in terms of technology, security, and GRC services as well.

RoseASP, a provider of audit-ready hosting services for Microsoft business customers and partners, had a 97.5% customer retention rate in 2015, a 0.1% improvement over 2014. You can learn more about Microsoft business solutions in the cloud on this Microsoft Dynamics Hosting page.  So, how does RoseASP keep deliver services that make enterprise customers stay with them?

“We are committed to working as a team both internally and with our Dynamics Partners to deliver the best possible hosting services for our entire customer base and the highest levels of compliance support for our heavily regulated customers,” said Linda Rose, founder and CEO of RoseASP in a recent statement. “Our strong customer loyalty is a testament to that teamwork.”

Compliance in Cloud Customer Service

A cloud provider’s policies, procedures and traceability must be compliance validated and well documented to continually retain highly regulated cloud customers.While compliance requirements often coincide with security requirements, compliance is also about data integrity and reporting.  To truly meet the long-term compliance needs of their customers, cloud providers must also help reduce the risk and cost of compliance by streamlining customers’ auditing and reporting processes.

RoseASP has delivered audit-ready IaaS and SaaS services for Microsoft Dynamics ERP since 2000. The Rose team says they have been able to be successful in the compliant cloud space because they focus on delivering quick responses for support requests and driving customer ROI by adhering to strict control policies around Microsoft Dynamics cloud security and compliance.

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About RoseASP

RoseASP provides hosted Microsoft Dynamics ERP and CRM applications, specializing in heavily regulated industries and publicly traded companies. Since 2000, RoseASP has hosted systems for small and mid-sized companies and a growing number of Microsoft Partners around the world. With a highly skilled and experienced team of experts in hosting financial and accounting systems and related modules, RoseASP takes pride in customer service and providing The Human Touch in a Digital World.  For more information about RoseASP, visit www.roseasp.com.

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