My question is in regards to the role of a customer success specialist in managing this type of client. We need to keep these people happy, not just be delivering on value propositions with our product but also by going the extra mile. Does anyone here have experience in how to ensure the ongoing happiness of a corporate client? Do we send gift baskets at Christmas? Host dinners?
The way we see it, our client's spend money from their institution on us and we can give some of it back to them in the form of "perks of doing business" with us, so they see a benefit to themselves personally along with a benefit for their school. Is this the best approach?