PURPOSE: This article provides information on how our Relationship Management (RM) team operates.
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1. Relationship Management at APEXX
Our Relationship Management (RM) team has one goal: to create deep and lasting relationships with our merchants, establishing APEXX as the trusted partner to accompany our merchants in their projects (growth, additional markets, new features etc.). We pride ourselves on having a very low churn rate which validates that our approach is well received by our merchants.
The RM philosophy is simple - we put our merchants at the heart of everything we do. Alongside other customer-focused teams, we embody the Voice of the Merchant and always advocate for our merchants.
We are also ambassadors of APEXX and root our RM approach into our company’s core values: honesty, transparency, and true ownership of every relationship.
2. How does RM work?
Within APEXX, there are different dedicated points of contact for our merchants to answer their needs and requirements at different points in their life cycle. Teams like Implementations, Support, and RM are merchant-focused and act as the Voice of the Merchant.
RM is a bridge between the merchant and the wider team of experts at APEXX. RM not only supports the merchant’s needs but also collects valuable feedback from our merchants that help to shape our products and services. RM is not a Sales function and focuses instead on the value of strong partnerships, working together with the merchants to uncover opportunities without the need for a hard sell.
The RM team works closely with teams across APEXX, including Customer Experience, Sales, and Merchant Optimisation, while maintaining overall ownership of the merchant relationship.
3. What does RM look like at APEXX?
Once implementation is underway, your dedicated Relationship Manager will start to play a more hands-on role, ensuring that there is a smooth transition from Sales, through Implementations, and finally into BAU activities.
RM goes beyond day-to-day support, continuously identifying opportunities to enhance your payment processing and support your broader strategy. We aim to be an extension of your payments team and strongly believe in data driven actionable insights that really add value to you and your business.
We propose a wide array of touch-points and catch-ups between the merchant and the RM team, from structured meetings such as Quarterly Business Reviews to more informal weekly or monthly catch-ups. Our RM team will work with you to establish the cadence that suits you best.
If you want to learn more about our RM team and how we can support your business, please get in touch at relationshipmanagement@apexx.global.