Customer success managers start knowing their customers only when they ask them customer questions. They need to drill down each and every detail from the customer to get the right information. This information helps you in serving your clients much better.
Do not assume anything about your client. Get the information right from your customer. Nobody can provide you better information than they themselves.
Hence, we are listing down here 50 questions that can help you discover your clients accurately.
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Knowing your customer success questions is important to serve them well. Hence, try as much as possible to get information from them through client questions. It is also not possible for a customer to answer all of these questions at once. Hence, you must have different questions to ask your customers on different occasions.
When they have answered you all, thank them and make an actionable plan based on the feedback you got from them. It will have no use if you don’t create an actionable plan for these questions. Hence, think of creative ways to engage with your customer that adds value to their business.
Asking questions is a lifelong process. The deeper you go in these questions with a customer, the more it will help you in forming your relationship with them. Most of the questions will have a follow up question too which you will only know while they are answering. Your customer interviews process should be as quick and short as possible. This exhaustive list can be used in parts from time to time.
Also, there are different stages you must identify which would be apt for different kinds of questions. Questions related to onboarding will not be relevant in the later phase. Likewise, questions in the later stage will not be relevant in the onboarding phase.
Hence, choose your questions wisely to reveal only those answers that will help you serve them at a particular time. Keep other questions in buffer for your next meetings.12
Snigdha Jena is a customer success manager at SmartKarrot. She has been active in the customer success and SaaS space for a while now. She has worked with Quant LegalTech, Intuit, and RepRecom solutions in various capacities.