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
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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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...
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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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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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