What Is Customer Success and How Can It Help You Grow Your Business?

Purchase email list for your marketing campaigns.
Post Reply
delwar80
Posts: 202
Joined: Sun Jan 23, 2022 5:03 am

What Is Customer Success and How Can It Help You Grow Your Business?

Post by delwar80 »

Customer success means customer success in Spanish. Simply put, it's a set of strategies that improve customer service and build your business. For those who are inside the world of marketing, you already know: the way of treating customers has changed a lot in recent years.

Due to the digital transformation and the, 传真列表 greater decision-making power in the hands of the consumer, thinking about Customer Success is essential for the health of the company. But, after all, what is this concept really? Is it the same as support? Are there ways to objectively assess the level of customer satisfaction?

Follow the text and discover the answers to these questions! What is the concept of Customer Success? The word “success” makes us think of something that has gone very well, doesn't it? Well, implementing a Customer Success sector in your business is the same as adopting initiatives that focus on a positive and satisfying experience.

Lincoln Murphy, a startup consultant considered to be the originator of this concept, has the following definition: Customer Success is when your customer achieves the desired result through interactions with your company. Simpler: the client must achieve the result, right? But that goes beyond completing the purchase or signing a contract, for example. The result has to do with customer concerns – your product or service really has to meet these needs. Second, this must occur through interactions with the business.

In other words, the idea is that the consumer does not follow his path alone. You have to accompany him closely, with frequent and quality interactions for a good experience from the beginning to the end of the relationship. By the way, a good Customer Success strategy can even prevent this contact from coming to an end – the most interesting thing is that the consumer is so valued that he becomes a promoter of the business and, moreover, is loyal .

Onboarding and Ongoing There are two types of Customer Success strategy: onboarding: here efforts are made for clients in the implementation phase, which are received by the Success team – this stage is essential because, after all, “the first impression is the one that counts”, truth? ongoing: in the ongoing phase, clients have already been received, but they need actions so that the relationship generates continuous value – a subsequent disappointment is sometimes worse than a bad first impression.

This segmentation of your customer portfolio is the first step towards a Customer Success culture. Think of a love relationship, for example: when we are trying to impress someone we like, we move heaven and earth. After the beginning of courtship, however, one cannot abandon the affection and effort for the happiness of the other person. Otherwise, the relationship may fail and, in addition, your ex may be so disappointed in you that he will speak ill of you from the rooftops. This is very bad for your reputation with other suitors, right?

Customer Success X Support Now, you may be wondering: is Customer Success basically the same as support? This is a common question, but the answer is, of course not – and the difference is in the proactivity, that is, in the anticipated actions. Notice: The Support team is always available to provide customer service when there are questions or problems to resolve; The Success team makes sure there are no questions or issues before the customer has to turn to Support.

It really is a job of care throughout the entire customer journey. Remember Lincoln Murphy's definition: consumers need to have a good experience at all points of interaction with the business. What are the attributions of Customer Success? Is the concept clear? Cool! Now we are going to understand what the roles of Customer Success analysts and managers are. Observe the values ​​of the company very well. The Success team needs to observe – internalize! – the values ​​of the company. In this way, you can take better care of who will have direct contact with the customer. For example, when it comes to listing the sales or marketing team, analysts and managers can step in.

This is the case when one of the professionals is not 100% within what was promised to the client when proposing a solution to their concerns. This is especially important so that all processes are aligned, as we will see below. Having strong and well-defined pillars is therefore essential so that interactions are always consistent. Have well-aligned processes As we have already said, the processes must be aligned – all of them! From written content, to a sales call , to a planning meeting, to the package in which your product arrives to the customer: everything must be based on the values ​​of the business.
Post Reply