At Coupa, we don’t believe in “customer satisfaction”. We believe in customer success. We don’t seek to make our customers feel satisfied (although it is nice when this happens) - we want to do everything in our power to make them actually successful in achieving their goals and satisfying their organizational missions. If our customers are successful, then we are successful. That’s why, no matter what, we establish and track a set of measurable, quantifiable factors for our customers that highlight the real value they are receiving and the success they are achieving.
We firmly believe that we are accountable to our customers to produce results. That is why achieving real, tangible results is built into the DNA of our company and every employee and partner we work with. We see this as our most important responsibility, day in and day out: to produce results for our customers and in all our efforts. It’s easy for an organization to focus on a lot of different things, but at Coupa, we believe that focus - on a daily basis - ought to be on producing some kind of result, and making sure you are getting something done versus simply processing things.
There is no such thing as human-made perfection. The idea is not to be excellent, because true excellence in this sense doesn’t exist. As long as you’re consistently striving toward excellence, you’ll constantly be getting better. For us, striving for excellence is about never lowering the bar. We strive for excellence by raising the bar for ourselves and our customers. We constantly ask how we can be better than we were yesterday. This way of thinking ensures that our customers are not only successful and receiving great results, but are getting the very best we can offer, every day. We are constantly striving to improve and innovate, which means our customers can and should expect that they will continue to benefit from our continued quest for excellence.