3 Steps to Building Client Relationships That Last
As Customer Success Managers (CSMs), our goal is to try and build good, strong relationships with our clients. We want to make sure our clients feel comfortable sharing issues and problems with us so, that they can be addressed quickly. But how do we build stronger client relationships? What are the small things we do that can either build or break that connection? This infographic looks at three simple ways we could strengthen the sense of trust between CSMs and our customers.
- Be Honest: Stretch the truth about a product’s capabilities that will have negative long-term impacts on relationships
- Remember Things: Don’t just note down appointment dates but other random facts that develop a greater sense of trust
- Mind your body language: Your customers can guess how you feel about them through your body language. Be conscious about the little things.
Client and customer, in the business world these two terms have a different meaning a customer is the one who buys or purchases your products or services whereas, a client buys your advice and solutions as per his requirements.
Client onboarding is one of the most important steps in customer acquisition. Onboarding new clients is your first point of contact with your customers, it is where you show them what your platform is capable of and how they can benefit from it. Customer Success Manager has to establish a trusted/strategic advisor relationship with each assigned client, and drive continued value of your products and services. Therefore, the CSM client relationship is one corner that needs a lot of attention and effort. So, a CSM must possess the best customer management and business consultancy skills. Have a strong passion for customer engagement and expansion of customer use cases, also impeccable relational skills that can create a win/win environment for everyone.
Client onboarding process is about welcoming new clients to your business and defining the success criteria based on your knowledge of the sales execution process. A client engagement model serves in building a strong relationship with a new client. It helps in understanding what your clients expect your product to do for them and what are their pain points. Client onboarding process flow comprises of collection of client information like entities directors, it also includes identifications of records, verification, validation and reviewing. The goal of client onboarding process flow is simple; to get the customer to achieve a goal they value. When the process involved is more complex, this first success might not be the ultimate goal, but a valuable step in the customer journey.