Getting to know your customers. This is, in my opinion, one of the most essential principles of customer success. You must learn to ask the right questions, so you can provide them exactly the product they want, the product they need.
Researches have shown that by communicating with their clients, companies have been able to boost up their retention rates and ground their churn levels.
By keeping a close eye on your customers, you can prevent customer pain before it even starts, while making your customers feel more satisfied from their decision – buying your product! Make your customers happy, they would make you happy in return.
So, in order to make you happier, I have gathered the best of the week posts and articles, you can dive right in:
If you are familiar with the concept of customer success, you have probably realized that actually, customer success is not a separate division inside your company, but a conglomerate of customer experience, customer services, marketing and the list goes on.
Derek Skaletsky presents the 3 truths in order to achieve successful customer success, and explains once again why customer-centered operations is the only way to go.
Coming to us from “customer service” planet , Michael spreads his knowledge regarding the importance of implementing customer success principles in your technical support teams. By bringing your service representatives to your clients, you will probably see a rise in your customer loyalty rates – thus strengthening your relationship and reducing churn levels.
You have gathered you team of highly motivated workers for your customer success division; your CRM is the best of the best. But do you actually know what’s going on? Without the ability to properly scale the contribution of your customer success employees, how can you know if you are going in the right direction? You must isolate customer success from the other departments, but how?
You can’t always be the smartest man (or woman) in the room, and if you are – you are probably in the wrong room. Now seriously, sometimes you don’t know what to say or how to say what you do know, but you can bet that somebody has already said it better than you. Here are 12 awesome customer success quotes that will assist you in proving your point – customer success is the best!