Achieving Customer Success: The One Thing That Will Help You Thrive
Posted: Wed Dec 04, 2024 5:14 am
This time, I would like to talk about "achieving customer success."
It is a familiar term in the contact center industry, but do you just know what it means?
I don't know what to do in customer success .
What is Customer Success?
Customer Success refers to the brazil telegram phone number list trategies and efforts that companies and organizations implement to pursue customer success and meet their needs and expectations,
with the goal of helping customers use products and services effectively, maximizing value, and building long-term relationships.
Traditional Customer Support Support for using products and services
Customer Success Supporting you to succeed with our products and services
It started to become popular in Japan around
It is especially popular among SaaS companies, and an increasing number of companies are naming their customer support departments "Customer Success Departments."
The reality of the Customer Success department
The Customer Success department is responsible for supporting customer success through the following activities:
Usage support
Onboarding: Helping new customers adopt your product or service.
Training and Advice: Helping people use our products and services.
Issue Resolution: Respond quickly and effectively to customer inquiries and issues and provide solutions.
Support for success
Regular communication: Understand customer situations and challenges, and strengthen relationships.
Optimize customer engagement: Analyze usage and feedback to develop strategies to help customers succeed.
Improve customer satisfaction: Collect customer feedback and improve products and services.
Collaboration with internal departments
But there is one pitfall.
As you continue to operate your service, you will be so busy supporting how to use the service (1-3) that you will not have time to support success (4-6), and before you know it, you will forget about customer success.
In fact, there are many companies that focus only on how to use the service, even when it comes to responding to inquiries, direct communication, and user communities.
This is a phenomenon that companies with limited manpower tend to fall into .
They place too much importance on providing the minimum level of support (how to use the product), and are unable to provide additional support (success), which becomes a constant.
Also, while there are clear answers when it comes to support for usage, there are no clear answers when it comes to support for success, which may be why it is difficult to get started.
Think about customer success together with the new sales department
In fact, there is a department that is more involved in proposing successful experiences to customers than the Customer Success department.
That is the new sales department.
In the new sales department, you will dig deep into the needs of your customers and propose your company's services as a solution.
In the process, it is very important to present to the customer an image of how they can achieve success by using your service.
You will often introduce success stories of companies that have introduced your service.
Excellent marketers and salespeople rarely focus on providing guidance on how to use their services.
Instead, they suggest how their company's services can solve the problems customers have.
Many customers start using a service with this image of a solution in mind, but before they know it, they become so focused on using the product or service effectively that they may forget about the image of success they had when they first started using it.
The title of this article, “Achieving Customer Success: One Tip to Help You Win,” is simple.
"Think together with the new sales department"
We compare the customer's image of success before implementation with the situation after implementation, and fill in any discrepancies.
In addition, customer success can only be achieved by sharing information across the entire company and working together to think about what kind of success we can provide to our customers.
It is a familiar term in the contact center industry, but do you just know what it means?
I don't know what to do in customer success .
What is Customer Success?
Customer Success refers to the brazil telegram phone number list trategies and efforts that companies and organizations implement to pursue customer success and meet their needs and expectations,
with the goal of helping customers use products and services effectively, maximizing value, and building long-term relationships.
Traditional Customer Support Support for using products and services
Customer Success Supporting you to succeed with our products and services
It started to become popular in Japan around
It is especially popular among SaaS companies, and an increasing number of companies are naming their customer support departments "Customer Success Departments."
The reality of the Customer Success department
The Customer Success department is responsible for supporting customer success through the following activities:
Usage support
Onboarding: Helping new customers adopt your product or service.
Training and Advice: Helping people use our products and services.
Issue Resolution: Respond quickly and effectively to customer inquiries and issues and provide solutions.
Support for success
Regular communication: Understand customer situations and challenges, and strengthen relationships.
Optimize customer engagement: Analyze usage and feedback to develop strategies to help customers succeed.
Improve customer satisfaction: Collect customer feedback and improve products and services.
Collaboration with internal departments
But there is one pitfall.
As you continue to operate your service, you will be so busy supporting how to use the service (1-3) that you will not have time to support success (4-6), and before you know it, you will forget about customer success.
In fact, there are many companies that focus only on how to use the service, even when it comes to responding to inquiries, direct communication, and user communities.
This is a phenomenon that companies with limited manpower tend to fall into .
They place too much importance on providing the minimum level of support (how to use the product), and are unable to provide additional support (success), which becomes a constant.
Also, while there are clear answers when it comes to support for usage, there are no clear answers when it comes to support for success, which may be why it is difficult to get started.
Think about customer success together with the new sales department
In fact, there is a department that is more involved in proposing successful experiences to customers than the Customer Success department.
That is the new sales department.
In the new sales department, you will dig deep into the needs of your customers and propose your company's services as a solution.
In the process, it is very important to present to the customer an image of how they can achieve success by using your service.
You will often introduce success stories of companies that have introduced your service.
Excellent marketers and salespeople rarely focus on providing guidance on how to use their services.
Instead, they suggest how their company's services can solve the problems customers have.
Many customers start using a service with this image of a solution in mind, but before they know it, they become so focused on using the product or service effectively that they may forget about the image of success they had when they first started using it.
The title of this article, “Achieving Customer Success: One Tip to Help You Win,” is simple.
"Think together with the new sales department"
We compare the customer's image of success before implementation with the situation after implementation, and fill in any discrepancies.
In addition, customer success can only be achieved by sharing information across the entire company and working together to think about what kind of success we can provide to our customers.