At the beginning of this content, we mentioned the concept of CS, but it is necessary to understand it in a practical way, so it is essential to keep in mind that customer success is not the same as the success of your service .
This is a common mistake for those who are beginning to shift the focus from customer service/relations to Customer Success.
Think about it: the customer attending every meeting, learning how to use your software perfectly, understanding your processes, not being a guy who demands so much from your technical support, are these the only indicators your company uses to measure if it is “doing it right”?
Well, if your answer is yes, it's time to review the way you understand Customer Success.
Of course, these indicators say a lot about customer engagement , which is indeed an important pillar for success, but it is just the tip of the iceberg when it comes to customer success.
The successful customer begins to develop during the qualification for the sale, goes through the sale, reaches the post-sale and, believe us, it is a cycle that, to be truly successful, never ends!
That is why it is essential for companies to have a culture of Customer Success, not just one sector, and much less one professional who deals with customer success.
It is always important to understand and repeat: customer success is everyone’s “problem” in the company .
Do you want to know how this is possible? Well, we will show you how Customer Success can completely change the way a company operates on all fronts.
Acquisition, sale and service must be very well aligned
Capturing the right customer is the beginning of everything .
But you must be wondering: who is the right customer? The one who can afford to pay for my product or service, right? Definitely not!
If you have been “shooting everywhere” in search of potential clients, it is time to stop doing so immediately.
The right client, which we call good fit , is bulgaria phone number list one who has the potential to be successful with what your company offers .
If you sell a product that doesn't meet the needs of big companies, why would you want to attract these companies? (It's worth saying that we're not saying this to stop your company from expanding, but if you're going to do that, you need to adapt everything from your product to your service!)
When defining who your correct audience is, you must understand the form of communication you will use to capture them.
Determining your buyer persona and focusing on the pain points, doubts, and problems they face on a daily basis, providing them with resources and answers to help them solve them, becomes the best way to communicate with them.
The focus is no longer on your product and becomes how your product can, in some way, help solve your buyer persona’s life!
- Board index
- All times are UTC
- Delete cookies
- Contact us