Frequently Asked Questions


What does Empra specialise in?

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Empra is a consultancy and technology provider specialising in crafting bespoke Customer Success (CS) programs, strategic advisory services, and delivering technological solutions. We focus on transforming customer success into a key driver of growth for early-stage B2B SaaS companies.

Who can benefit from Empra's services?

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Our services are ideal for B2B SaaS companies at various stages of growth, especially those in the early stages looking to establish or enhance their customer success strategies. Companies seeking to integrate customer success more deeply into their business operations and those in need of strategic guidance or technological solutions will find our services beneficial.

What makes Empra different from other consultancies?
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Empra stands out due to our human and technologically augmented approach. We offer personalised strategies combined with the latest tech solutions, all while focusing on the unique needs of each client. Our unique value proposition centres around our pioneering of the CS 3.0 model, an advanced data-driven approach that's turning CS from a reactive support function into a proactive, predictive, and strategic growth engine.

How can I get started with Empra?
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To get started with Empra please schedule a brief consultation call so we can understand your needs and discuss how our services can help achieve your customer success goals. Our team is ready to partner with you to drive your SaaS company towards greater growth and customer satisfaction.

How long does the LaunchPad program take?
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The Launchpad program at Empra is designed as an intensive four-month engagement. This structured timeline allows us to establish a robust Customer Success (CS) framework for early-stage B2B SaaS companies, covering everything from setting up tailored CRM and analytics tools to providing strategic guidebooks and expert training. The four-month period is carefully calibrated to ensure a thorough understanding and implementation of best practices in customer success, allowing your company to build a solid foundation for growth and customer loyalty.

General CS

How will I know when I need a CS Program?
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Recognising the need for a Customer Success (CS) program often comes from observing specific signs within your business operations and customer interactions. Here are key indicators that it's time to invest in a CS program:

  • Increasing Customer Churn: If you notice a higher rate of customers leaving your service, it's a clear sign you need to proactively address their needs and concerns through a structured CS program.
  • Feedback Loop Gaps: Without a systematic way to collect and act on customer feedback, you might miss opportunities to improve your product and service offerings. A CS program helps close this loop.
  • Scaling Challenges: As your customer base grows, personalized attention becomes harder to maintain. A CS program can help manage this growth without sacrificing the quality of customer support.
  • Missed Expansion Opportunities: If you're not regularly identifying and leveraging opportunities for upselling or cross-selling, a CS program can help systematically uncover these opportunities.
  • Inconsistent Customer Experience: Variability in customer satisfaction across different touchpoints indicates the need for a CS program to ensure consistent, high-quality experiences.
  • Lack of Proactive Support: Waiting for customers to encounter problems before offering support can damage your reputation. A CS program enables a shift towards proactive engagement.
  • Sales and Customer Success Misalignment: If your sales and customer success teams operate in silos, a CS program can bridge the gap, ensuring that customer acquisition and retention efforts are aligned.


What tech solutions does Empra offer?

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Empra delivers technological solutions tailored to enhance customer success efforts. This includes bespoke CRM which is designed to streamline the way B2B SaaS companies manage their customer relationships. It's not just a tool for organising customer information; it's a comprehensive platform that supports the entire customer journey, from initial contact through ongoing engagement and beyond. & analytics tools designed to provide comprehensive insights into customer behavior, enabling businesses to make informed decisions that drive growth and improve customer satisfaction.

What integrations does Empra support?
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Empra offers over 75+ direct integrations with popular everyday tools and can also build bespoke integrations using the likes of Zapier, Make, etc...

How does Empra recruit CS Talent?
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Through our CS LaunchForce service, we specialise in recruiting top-tier Customer Success professionals. Leveraging our extensive network and expertise, we focus on finding candidates that are not just skilled but also the perfect fit for your company's culture and specific CS needs.


What payment methods do you accept?

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We accept various payment methods, including credit/debit cards (Visa, Mastercard, American Express) and bank transfers.

How do I access my billing history or invoices?
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Your billing history and invoices can be accessed from your account dashboard under the "Billing" or "Invoices" section. You can view and download invoices for your records.

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