How to Elevate Customer Success
The Customer Success approach is all about enhancing customer buying experience by regularly engaging with customers. The main idea behind these engagements is to get a clear picture about the customer’s business goals. CSMs play a very important role right from customer onboarding (where they train the customer on how to use the product) and throughout the length of the journey. Customer onboarding is the most important stage in customer adoption. It’s only when customers understand your product that they will be able to derive value out of it. Understand your customers’ business goals and help them with the challenges they face during adoption.
The Customer Engagement Model is designed to check if customers are able to accomplish their desired business outcomes. It is during these engagements that customers can put forth their requests or express their discomfort related to the product or their assigned CSM. The CSM then conveys the customer’s needs to the engineering and product team, who work on fixing these issues and bringing in new features that help in accelerating the customer’s business. Keep a check so that you do not allow your team’s efforts to be undermined by the lack of access to the right IT solutions. Provide relevant training to your team to help them utilize IT resources. The sooner the issues are resolved the happier the customers will be – this also facilitates customer relationship building. This, in turn, helps in winning trust and turning them into loyal customers, so that, going ahead they turn out to be brand advocates. The main goal of a Customer Success team is to provide a better customer experience and increase customer satisfaction.
In order to accelerate Customer Success, focus on delivering an engaging customer and buying experience, solve customer problems and resolve any technical issues your team may have. Become a consolidated customer organization by uniting every member of the team in uplifting the service culture – the primary focus has to be on improving customer experience. It’s only the satisfied customers that turn out to be happy customers. Customers are happy only when their business flourishes, and it’s only when your customer turns successful that your company also succeeds.
The three strategies that SaaS businesses can implement to take CS to the next level are ensuring that the culture of CS is standardized across the entire organization, frequently providing customers with learning opportunities and getting input from customers regularly.