When customers choose a technology partner, they aren’t just buying a B2B eCommerce Platform. They’re placing their trust in a company to walk beside them through real business challenges. At Unilog, we understand this. That’s why Customer Success isn’t a department – it’s a mindset.
Over the past 25 years, I’ve held a variety of Customer Success roles, and through all of them, one thing has remained true: the most important part of this work is building real relationships rooted in trust, empathy, and problem-solving. When a customer thanks you – really thanks you – for making a difference, that feeling never gets old. That’s the heartbeat of Customer Success.
Redefining What “Success” Means
Early in my career, I saw Customer Success as helping customers navigate the software effectively. That was the job. But over time, I learned that to truly serve our customers, we have to go beyond troubleshooting and tutorials. We have to really listen to what customers are trying to accomplish in their business. Only then can we offer solutions that solve real problems, not just software ones.
In B2B eCommerce, there’s a common misconception that success is all about boosting online sales. Sales are important, of course. But what matters just as much is how our platforms simplify day-to-day work. Are we helping the counter rep find the right replacement part faster? Are we empowering the distributor to manage product content with less hassle? That’s where platforms like our CX1 eCommerce Suite, CX1 Product Information Management (PIM), and CX1 Content Services really shine. It’s about creating solutions that make life easier – not just flashier.
When Things Go Wrong (And They Will)
Let’s be honest: sometimes things go sideways. That’s life in tech. But how we respond is what defines us. My philosophy? Lead with honesty. Be transparent. Over communicate. Stressful moments are opportunities to strengthen relationships if you approach them with clarity and integrity.
I often remind my team: we must listen to understand, not to respond. It’s a subtle shift, but a powerful one. When you listen to understand, you filter out the noise and get to the heart of the issue. That builds trust – and it turns even tough moments into meaningful ones.
Empathy, Expertise, and a Bit of Bragging
Unilog is a tech company, yes. But we are in the people business first. That’s why our Customer Success team values collaboration so deeply. We regularly hold sessions to brainstorm solutions together. No one knows everything, but as a team, we know a lot. And we like to celebrate that! We even have a “Brag Book” where team members share wins – from solving a tricky issue to delivering an elegant solution for a unique customer workflow. It spreads knowledge and builds confidence.
That confidence is key. Our customers expect experts – people who can guide them through complex implementations and beyond. Our CS team supports everything from initial onboarding to long-term platform optimization. We stay with the customer throughout their journey. That’s how you become a true partner, not just a vendor.
Why It Matters
For our customers, their eCommerce platform isn’t a side project. It’s mission-critical. Delays, downtime, or clunky integrations affect real people, real operations, and real revenue. That’s why we show up with our full selves – as empathetic experts who care deeply and act decisively.
Unilog’s eCommerce software is powerful, but it’s our people who bring it to life. When you work with our Customer Success team, you’re working with professionals who understand your business, understand the stakes, and are fiercely committed to your success.
Because at the end of the day, when our customers succeed, so do we.
