Haven’t we often heard that creative marketing + good sales = a successful business model?
Well, yes, and no.
While sales and marketing are imperative for success, they aren’t sufficient in this day and age where customers have limitless alternatives.
Businesses can no longer solely rely on yearly contracts or handshakes to retain business. And let’s not forget that the expense of acquiring new customers has skyrocketed over the last decade.
Cultural changes, customer expectations, and economic realities have led to an increasing number of businesses now shifting their emphasis to customer success.
As customer success gains precedence, let’s cover what it entails.
So, what is customer success?
Customer success refers to looking out for customer challenges or queries and proactively offering solutions and answers. Customer success enables businesses to enhance customer satisfaction and retention, boosting profitability and customer loyalty.
Today, successful and growing businesses are already focusing on customer success. Expanding businesses are 21% more likely than stagnant businesses to prioritise customer success.
An increasing number of businesses recognise that the most cost-effective approach to run a business today is to ensure customer happiness and fulfilment, which are both outcomes of customer success.
Relationship between customer success and customer support
To enhance customer satisfaction, customer success needs to work closely with customer support.
Customer success is centred on working in conjunction with customers to help you assist them in getting more value out of their purchases and offering feedback. Thus, it drives customer experience and assures a successful future.
On the other hand, customer support involves working on the front lines in a reactive manner, handling customer queries, concerns, and requests via phone, emails, live chat or social media. Reactive and effective customer support leads to customer success.
We don’t need to tell you how vital customer success is. What we need to do is make sure you prioritise it.
Tips for customer success:
To ensure customer success, businesses require three components. They are a customer success solution (e.g., a product or software), a team and manager of customer success personnel, and a customer success strategy.
- A customer success solution
To proactively manage all customer relations, you’ll want to install a customer success solution on your team, including customer success software and tools.
For example, Infraon Helpdesk enables you to communicate with your consumers from anywhere, at any time, and efficiently address their concerns. It allows you to prioritise customer success to have satisfied customers who want to stay with you, suggest their friends, and inform their network about your business and services.
- A team focused on customer success
You’ll need to get a person (or, better, a team) dedicated to customer success. The number of agents and managers on your customer success team will be determined by the size of your company and the resources available.
- Formulate a plan for customer success
Your customer success approach may differ slightly depending on the product or service and what your customers want from you. However, the following are some general steps:
- Create a customer success team.
- Install the necessary customer success tools and software.
- Determine your clients’ ultimate objectives (and what customer success means to them)
- Create a roadmap to define your business’s goals and expectations for customer success.
- Share and implement the plan with your team, and make sure everyone understands what is expected of them individually and as a group.
- Analyse your findings – Are you providing the tools and assistance your customers require to succeed?
- And lastly, as your business and customer base expand, introduce modifications to your customer success strategy.
As we know, support ecosystems now drive every consumer engagement, including customer support.
Businesses must stay up to date or risk being left behind. This starts with placing the customer at the centre of every interaction and being prepared to respond at any point along the customer journey.
The automation tools provided by Infraon Helpdesk enable businesses to transform SMEs and help them optimise asset control, manage heterogeneous IT, increase service efficiency, and secure remote access.
Keep in mind that some of the most successful businesses are those that guarantee their customers’ continued satisfaction and success.