Aligning Product and CS Managers
Product teams should capitalize on the knowledge that CS managers can bring in, about customers and their use cases because it will help them elucidate possible product extensions and improvements. Instead of Product teams having to conduct UX surveys themselves, they can partner with CS and learn from their experience on the front lines. CSMs then find themselves in a position of influence because the inception of new product features and a better customer experience will help them establish the considerable value they bring to the organization.
Customer onboarding is one of the most important steps in customer acquisition and also the first point of contact with your customers, it is where you show them key principles of the product or what your platform is capable of and how they can accelerate their company’s revenue from it. 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.
It’s important to have a clear understanding of the difference between Customer Success and Customer Support. Customer Support helps consumers after they reach out to the company to voice a concern. Usually, most customers don’t report issues with a product, initially. They tend to report when they are in the process of opting for your competitors solution. So, the question here, is what is the requirement for improving customer retention, assessing customer health, and viewing past records of customer data? The answer is, a customer centric view which will allow you to show how your team is looking at the customer holistically and proactively monitoring their sentiment. By connecting with customers in their language, which is data and numbers.
SaaS customer support mainly focuses on customer retention. In the present competitive business environment, customers are exposed to an array of options to choose from. Here’s where customer retention service and loyalty strategies come into play – to nourish and preserve the customer’s interest in your products and services.
Customer support team structure are laid on the foundation of providing quality service to increase satisfaction, working on getting customer feedback, retaining angry or dissatisfied customers. In short, all that helps in retaining customers by attending to their pain points through your service. These days companies have customer support software that does the job of keeping track of user requests, helps you in communicating with customers who appear to be in the risk zone of churning, and deal with other customer support related issues in a satisfactory manner.
The main culprit for churn is often the customer onboarding process. Whether the experience is painful, or expectations are simply mismanaged, the problem is that the SaaS vendor either doesn’t know what the customer wants or the problem they are trying to solve. The solution is to optimize your onboarding support around those needs. The factor that dominates here, is clarity. Clarity of your customer’s needs and clarity over your work process of how well your product or service in providing a solution to your customers.