What Is Customer Enablement: A Guide for SaaS Companies
What is Customer Enablement and why do you need it? Read on to get insights into some of the best practices that will help you fetch the desired result.
The backbone of every business is the customer. It is of high pertinence that your customers are satisfied at every stage of their lifecycle. So, how do you do that? Deploying a strategic approach to customer enablement will do you a world of good here. In this guide, we will cover everything you need to understand the topic better and retain the customers for long. Without any further ado, let us begin.
The definition of customer enablement or client enablement is pretty simple. It refers to the strategies and processes that are drafted to augment a stellar customer experience. This can only be attained when your customers have the requisite resources, tools, and guidance to make the most out of your products and services. Only then, will they be satisfied and eventually loyal in the long run.
Your business thrives on the loyalty and support of your customer and that goes without saying. This holds especially true in a subscription-based business model where there are big rooms for renewals and expansions to retain clients and sustain growth. No matter the niche that you are in, a thoughtful approach to customer enablement is highly essential to ensure that your success rates continue to scale up. But, then the million-dollar question arises, how do I make this happen? Well, here we delve into the process of customer enablement with five of the best practices that promise you guaranteed success, no matter what. Scroll on.
Now that you know the basics of customer enablement, it is now time to take a look at how to make the most of these basics and use them at an advanced stage.
Your business will take no time to get into a slump if your customers do not adapt to your services or products successfully. Therefore, it is vital to ensure that your customers get the adequate education and empowerment needed to use the product. Many firms have found it effective to offer training courses and certifications for mastering their product usage. And just in case, you do not have the bandwidth to launch something as massive as that, you can always take to the ‘How-To’ videos, and they too will serve the purpose. You may either upload some of these on YouTube or share them across your social media handles. Your customers will appreciate this effort and ace your solutions in no time.
There is nothing worse than delaying support to an already agitated customer. When a customer knocks on your door for assistance, they want your answers at an immediate effect and do not want to be left unattended and hanging on the other side. As per a Finances Online report, as much as 1/3rd of the customers leave a brand when met with bad customer service. Focus on resolving the issues as fast as you can and building out a reliable support service. Whether it is an angry customer who can’t stop yelling on Instagram or a global tackling problem, make sure that you address each of these with a dent of empathy. With each interaction, no matter how urgent or small it is – treat it like a top priority with full importance, because to your customers, it is.
Your product roadmap could have glitches that can only be caught by the valuable feedback of your customers. Therefore, every now and then, look for ways to incorporate customer feedback into your services. Note that it is your customers who use your product every day. Their day-to-day experiences with your product can unearth a lot more potential that you might not have been aware of, before. A customer’s feedback – be it positive or negative, is always priceless. That is when an effective customer enablement engine will help in capturing those suggestions and deploying them as and when required. Hence, by working closely with your clients to build your product, your solution will most probably meet their needs and eventually satisfy them more.
Via influence and advocacy, your best customers have the power to convince even the toughest customers to do business with you. Kick start by segmenting your customers into groups who can most likely turn into brand advocates and who will take a backseat. From the former group, tailor your advocacy strategies to build opportunities for them to interact with potential prospects.
Then, begin empowering them with the right guidance and resources to do so. Ensure rewarding them timely, as that matters too. Pretty soon, you will find a bunch of such customer show that would be happy to sell products for you.
When you invest in your customers, you in a way, invest in your future. While your future lies in the hands of your customers, you can only strive to give them better and bigger customer experiences. Aside from this, the other way to prioritize a successful customer enablement strategy is by imbibing a positive customer experience as a part of your company’s culture. See that each of your departments gel up and let this happen seamlessly. By using these outlines best practices, you stand a chance to form powerful customer enablement over time.
Originally Published June 4th, 2021, Updated June 4th, 2021
Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her 'gift of the gab' to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens. You can connect with her on LinkedIn here.