Best Practices Customer Success You Can Put Into Action - Deepstash

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Understand What Success Means To Your Customers

The more information you can gather, the better.

It’s important to remember that effective customer success addresses each customer’s specific goals and definitions of success.

But if you have a general idea of what your customers are after, you’ll be able to build it into your product and be better prepared to start the customer success process.

Send out short email surveys when people sign up for your service. Call leads and customers to ask about their goals. Talk to people at conferences and events. Get in touch with your contacts in the industry.

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Create A Customer Success Journey Map

It is important to document this. Because customer success agents are human. They forget things. They miss steps. Having this documentation available makes everyone’s job easier.

A customer success journey map plots out every step of the customer success process. That includes all of those handoffs that can trip you up. It can also include information on the tools and systems that you use, feedback loops, decisions, and anything else that needs to happen during the customer success journey.

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Develop A Customer Success Playbook

Address two questions in your customer success playbook: what to do, and how to do it. For each customer touchpoint, lay out detailed instructions on how to make the interaction as successful as possible.

This could be instructions on upselling, suggested tactics for solving problems, resources for moving a customer along the journey map, and anything else that your employees might find useful in successfully executing their responsibilities.

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Add Value With Every Interaction

If you can add value to your relationship at every interaction, you’ll have loyal customers that appreciate your product or service.

What sorts of things add value? Here are just a few:

  • Recommending new features
  • Suggesting best practices
  • Offering training
  • Sharing marketing resources (like blogs and podcasts)
  • Highlighting industry news
  • Congratulate them on successes

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Proactively Contact Customers

Have a customer success manager reach out to an existing customer to share the results of a study you just ran. Or let them know about a new training that you’re offering. When your product or service is updated, make sure your customers know about it.

If you’re monitoring your customer’s use of your product (which we’ll discuss in a moment), you can also reach out to help them with problems that they might not even know they have.

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Monitor Metrics For Continuous Improvement

Using customer success software will give you deep insight into how your customer success team is performing. Are customers moving through the onboarding process smoothly? Are they using the product regularly?

Monitoring all of these metrics will show you where your strengths and weaknesses are. If onboarding is often a problem, for example, you can spend time improving that process. If you’re seeing a specific type of churn, you can put new practices into place to reduce it.

The more you can automate the monitoring and reporting of these metrics, the better

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yugjain

Generalist. Great minds discuss ideas, average minds discuss events, small minds discuss people.

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