Learn more about marketingandsales with this collection
How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
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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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...
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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
- ...
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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 u...
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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 ...
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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, resou...
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Gain an Understanding of What Customers Want
Collect the voice of the customers at risk.
This will help you be aware of many important things including the reason your customer bought your product, why they stuck around, and what made them cancel. The following methods and campaigns can be used to learn more about your customers:
Reach out to people from your industry
Platforms like LinkedIn and Twitter can be used to find people in your field or industry you want to work for. Look at their profile for anything similar that you can connect with, such as similar goals or interests.
Then reach out. Ask if you can have a bit of their time to ask s...
Keep an open channel to customers and influencers
Running an existing business is an all-consuming job: managing employees, vendors, and government regulations. It's hard to find time to really study the market for new trends, and listen to customers. The right approach is to allocate time, maybe an hour a day, for these critical change drivers....
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