Several things we have learned from our businessThings we've learned running a successful business: Customer success requires investing time and money, but don't think of it as a cost. It's an investment, both in your customers and the ultimate health of your business. It's the single most impactful thing you can do to ensure your customers and business continue to succeed. Our customers come to us with a pain point they are hoping to solve. They have a job that needs to be done and they know our business is going to help them get it done. That's why they're paying us. Planning is crucial. A key component to planning is documenting potential strategies and outlining processes, whether they already exist or need creating. Key Performance Indicators (or KPIs) - retention, churn, and expansion rates (i.e. revenue) Targets and goals - number of customers onboarded, renewed, and the touch-points in between. Customer engagements - when, who, and how are you contacting customers, building on the "touch-points" in-between from above. Expansion and growth plan - when and how are you going to grow these customers Create a process to capture, review, and share feedback from your customers, good and bad. This way the "voice of the customer" (or VOC) is heard and visible to the rest of your organization. Learning from this feedback is how you'll improve your product and service. Taking action on the feedback shows your customers you value their partnership! Customer success is supposed to make your customers successful. Creating a better customer experience also fosters an opportunity to strengthen the partnership with your customers. This relationship is the foundation for retaining revenue and growing future revenue. If you've made it this far, we are hopeful you've seen why we value investing in customer success. If you see the value, odds are that your customers do too, whether it's getting them set up during onboarding or supporting their needs beyond those early moments. If your customer success strategy is "working", you are helping customers achieve their desired goals and keeping them around longer. Through customer feedback, you are learning what's working well. You're also learning what needs to be improved in your process, in your resources, and in your product.
Post was last modified: November 11 2021 14:28:05