Customer Advocacy

In 2008, Pilgrim launched its Customer Advocacy Program.  Through this program, we strive to reinforce our relationships with customers at the executive level to maximize the value that Pilgrim provides customers.  More than a dozen Pilgrim management team members (Executive Sponsors):

-- Keep a pulse on our customers' tactical issues, understand their pain points and resolve issues ahead of the curve,  to increase customer satisfaction.

-- Work with our customers' management teams to develop an advance strategic view to see where the customer wants to go, and determine how Pilgrim can help get them to the next level.


As a Customer Advocate, we continuously "speak" to our customers via multiple channels, ranging from our technical support maintenance programs, to educational alerts, to satisfaction surveys, to our quarterly customer newsletter.  Following is an overview of the types of communication Pilgrim offers it customers:

Educational and Promotional Communication
Every Pilgrim customer is included on our "Guest List" to receive invitations to upcoming educational webinars and workshops, third- party audio conferences, or even tradeshows where Pilgrim may be exhibiting, sponsoring  and/or speaking. 

Customer Requests and Surveys
From time to time, Pilgrim asks its customers to take the reins and provide us feedback through brief surveys. The input helps direct our efforts to fine-tune our customer communication and to focus our educational materials on the most relevant topics.  Pilgrim Customer also may solicit overall feedback of Pilgrim's product, services, and company through an annual customer survey, enabling us to improve our overall performance.

Product Announcements
Pilgrim provides its customers in-advance announcements of major or minor feature releases or new products. E-mail blasts invite customers to product introduction webinars and live demos,  and White Papers are made available exclusively to Pilgrim customers to share "What's New" in the release. 

Maintenance and Support

Every Pilgrim customer received Pilgrim's Standard Maintenance and Support free with their purchase of our out-of-the-box solutions.  Upgraded levels of support, including Premium Silver and Premium Gold maintenance programs, ensure that our customers receive world-class customer service to ensure the success of their world-class operations.

The Customer Relations Group maintains contact with Pilgrim customers regarding their maintenance contract status, and notifies all customer contacts when a product release version is about to retire and move into Extended Maintenance.