“Customer success” has become one of the business’ biggest buzzwords. While other business terminology comes and goes throughout the years, this is one that isn’t likely to disappear. In fact, regardless of your brand, customer success is one of its most important factors. It’s basically the difference between your company losing it all or going totally viral, so to speak.
What is Customer Success?
Customer success is a means of making sure that the desired outcomes your customers have been reached when they use your products or services. Where account management focuses on the success of accounts, customer success focuses on relationships – those between you and your customers, specifically. Creating an effective and efficient strategy for customer success can result in less customer churn and more upselling opportunities.
Why focusing on customer
Have you ever used a product that you
absolutely loved? One that actually gave the same results the brand said it
would? It doesn’t happen all the time, but it does happen. And it happens
because that brand took to heart what its customers desired in such a product.
After all, it comes down to the success of your customers when using your products. How can you assist your customers and make sure they succeed with your product? First, you have to discover when they use it, why they use it, and how they use it. This information is a requirement of customer success, and to have a truly successful program, you must:
- Implement technology
- Obtain real-time vision into the “health” of your
- Adopt metrics and processes throughout your company
These three steps are proactive, rather than
reactive. Account managers tend to respond to issues, whereas customer success
managers greet customers. In the evolution of business, customer success
management is far superior to account management because:
- It highlights issues and opportunities
- Informs your current and future strategies
- Help you understand your customers and their journeys better
- Offers insight into customer
Armed with the required knowledge of those
customers, previous issues become a thing of the past. The customer and the
company reap the rewards.
The Role of Customer
Customer service managers, or CSMs, can see
various responsibilities depending on the company or industry they work within.
Whether you’re just beginning and your startup doesn’t even have support agents
yet, or you’re with an enterprise-level software company, you have certain
responsibilities, such as:
- Creating clear and measurable metrics and goals with milestones
that both you and your customer work towards
- Improve the speed at which your customers receive the value in
your product or service by ensuring swift and accurate onboarding and product
- Offer educational resources, training opportunities, and provide
- Illustrate your product’s deeper value by encouraging greater
adoption of features
- Generate more revenue by encouraging renewals or upselling added
- Put together all customer feedback and get it out to all your
- Create brand ambassadors of your greatest fans
How Do You Implement
Customer Success Management?
There are several steps to start building a
fantastic customer success program in your company.
Identify what your
customer hopes to accomplish
Why does your customer need what you’re
providing? The answers you come up with help you build customer personas, which
allow you to further segment your audience and organize your
customers according to their desired outcome.
After you’ve done this step, then:
- Choose your customer success management team
- Choose software or other tools that can help you perform the
- With the input of your team, design a map to success
With the above information, draw up a map of your customers’ journeys. Along this road, there are several instances where you can make an impact. At which point do your potential buyers face challenges? Are their challenges financial or product-specific? Decide what you can do at each hurdle to help your customers make a purchasing decision that makes them happy. If you’re unsure how to go about this, consider these questions to help you determine your actions:
- What is the best outcome at each leg of the customer journey,
for you and for the customer?
- What would be most beneficial for customers at every step?
- Does your service or product fall short at any point? What can
you do to strengthen your offerings?
- Is there a point on the journey where your competitors could
influence your potential buyers?
- How can you track those customers who are dissatisfied at any
point in the journey?
Finally, determine the metrics you’ll use to
measure customer satisfaction and unhappiness. As you progress, make small
changes. Tweak your customer journey map, product or service offerings, or
approach one step at a time. You don’t want to overwhelm your customers during
their journey or make your company appear to lack direction.
Why Account Management is
Just a Small Piece of the Customer Success Puzzle
Customer success boils down to your company
truly understanding your customers. Customer success managers have a unique
position – they’re constantly in contact with your potential customers. Because
of this, this team knows your customers better than any other department in the
whole company. CSMs understand customer goals and hurdles, as well as how your
company can offer solid value to the brand/customer relationship.
Any feedback your CSMs receive should be utilized in all decision-making activities throughout the company. You can use this information to shape customer profiles, optimize your pricing, and even determine the product or service features your company should offer next. 14
Bottom line – your CSMs are the in-office voice of your customers and they can provide all departments with the ability to proactively respond to the needs of your potential buyers.
Rakhin has over 10 years of experience driving business development and client services. In his prior roles, he stayed close to customers to understand their requirements and help them achieve their business goals. He is passionate about customer success.
Published December 21, 2019, Updated September 07, 2020