3 Steps to Building a High Performance CS Team
The key to effective Customer Success implementation is of course, an effective Customer Success team. But how exactly do you go about building a team that truly delivers value to your customers, and that makes them stay?
This infographic offers three steps to building a high performing CS team:
- Find the purpose: Ask each member of your Customer Success team to list what the company’s purpose is, how they contribute to it, and how it makes them feel they are able to deliver value to their customers.
- Treat your team like your customers: The same things you do to keep your clients happy should be used to keep your team happy (at a minimum). It helps to take a step back and think of your team as a customer. Just as you would look at your customer to see how you can convert everyone into being not only a promoter, but a reference, you should do the same for your team.
- Win friends and influence people: Dale Carnegie states, “You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.”
If your customers succeed, so does your company. The goal of the Customer Success team is to make sure that customers are happy with your product, and help them achieve their business goals using it. This is critical in a SaaS environment, and your bottom line is directly affected if success is not achieved. Your customers have many options, so if you make a positive impact on their business, they will only be too happy to continue the contractual agreement you have with them.
Many businesses have established a customer service team structure that handles the wants and needs of customers who buy their products and services. This customer structure includes everything that deals with every step of the customer journey from the time a customer places an order to the time a customer receives and uses that product or service. Without a customer service team structure that can handle everything from training initiatives to customer follow-up, there are high chances of losing a customer to your competitor that has a strong customer service team structure.
To learn more, check out the article “Building a High Performing CS Team – The Human Element” by Matt Edwards: http://bit.ly/2Aut7Wq