Post by account_disabled on Feb 18, 2024 23:11:02 GMT -5
service . Just blindly implementing customer success will not lead to success . From here, we will explain six points that you should be aware of before implementing customer success . 1 Clarify the purpose of establishing customer success and share it within the company One of the reasons why customer success doesn't work well is due to misaligned understanding within the company . If management plans to launch customer success , be sure to clearly communicate the intent and role to the frontline .
On the other hand, if the workplace feels that it is necessary , it is important to convey the issues faced by the workplace to upper management and reach a consensus on ``why should it be introduced'' 2 Segment roles and allocate latestdatabase.com personnel appropriately The customer success role is different from other job roles. We tend to think, ` `Wouldn't it be more efficient if the contracted sales person also took charge of customer success ' ' ``Wouldn't it be possible to reduce recruitment costs by expanding the scope of customer support '' However, the mission that needs to be achieved is It is difficult for a single person to handle different tasks and simultaneously produce high results .
Even if you start out with concurrent roles, it will be easier to achieve results if you gradually separate the duties and in the future form a team that will be solely responsible for customer success . 3 Define the customer's stage and consider appropriate support Analysis of the customer 's situation is important for the customer success that customer success aims for . Divide the entire process into two major stages , understand the needs , and provide appropriate support for each stage. The stages of customer success are the