12 Ways to Segment Customers
Customer Success is a new approach to managing customers and their experiences with your product from the beginning to end of a license agreement. Churn, renewal rates, active user stats are all results of the customer experience, and are influenced by the actions taken by your Customer Success team. Here are a few tasks that Customer Success group have to carry out: Increase the adoption of the company’s product amongst customers, so they are dependent on them, make telephones, conferences and visits to keep the customer informed on the latest developments and also product feature usage and research into the company’s business is vital as well as to ensure success in the role.
It’s not enough to have banners on the office walls touting your customer centrism. You have to actually make moves to have a customer-first mentality permeates the entire organization. The first way to do this is to encourage the other functional groups in your organization to partner with Customer Success, and understand their role in making customers more successful with your product or service. Make a part of the annual performance review have a section for how they’ve helped customers. Getting everyone in that frame of mind will promote the understanding that they only have this role because there are customers who pay for the end product. Another strategy that can prove useful is to invite the customers into the organization to present their use-case. This allows teams in the company who work on a small section of the puzzle to see the big picture of how all their efforts come together. Witnessing the product in action, and hearing the customers’ feedback firsthand motivates and guides future collaboration, in addition to garnering appreciation for all that Customer Success accomplishes.