How to Scale Customer Success
- Automate Regular Touch Points: Use customer support automation tools to send SMB customers useful articles, updates, renewal letters, event invites and more
- Use Self-Service Help Technology: Find out the most common issues faced by customers and set up an online FAQ list or build an online user community or forum.
- Carry Out Web-Based Training: Create webinars or have infrequent online training sessions to answer any questions customers have.
For long term Customer Success, customer onboarding, training and relationship building have been performing crucial roles. Well-designed customer success training facilitates new users to get familiarized with the product, and allows them to start seeing value from its use. During the onboarding process to avoid human error it’s best to automate several repetitive steps like for example, once a customer is officially your client, personalized welcome emails and other SaaS onboarding emails. As a customer success goal to maximize customer value, it is crucial to expand the number of active users, and increase the feature usage of your product. Support engineers can advise on effective product usages, marketers can promote training resources, and product teams can make sure in-app notifications drive feature usage known to raise adoption.
At the core of the business should be a product that can always deliver; CS teams need to know the product like the back of their hand in order to be able to drive adoption. At the same time, the end goal is no longer just structured around delivering a product. Customers expect their vendors to help them achieve their desired business outcomes. Here, we see the need for customer satisfaction survey questions for service industry. Soon after going through customer needs analysis questions, the next step is to get into action. As an organization learns from customers, CS & Product teams need to work together to ensure that the result of customer feedback is the manifestation of new features in the product that deliver specific business outcomes.
This infographic was adapted from the article, “How to Scale Customer Success” by Jim Jones. Read More