The 5 principles of customer success.
Customer success is a league apart from a business’ traditional customer outlet, customer support. While these two fields do co-exist, it’s the proactive rather than reactive ethos of customer success that distinguishes it in terms of customer experience.
As the post-sales point of contact for the customer, it’s imperative that you’re aware of any agreements or points of concern raised by the customer along the buyer journey. How to do this?
Customer onboarding is the only way to ensure successful product adoption. Once you’ve walked the customer through how to use the product, tailoring this onboarding process to their individual needs, they will be in a stronger position to use your product later down the line.
Without a doubt, empathetic, authentic communication is the bread and butter of a well-oiled customer success strategy. So it’s not a shock to learn customers want to be treated like a human, which requires sensitivity and understanding in the communication from the customer success representative in charge of their account.
Yes, a CSM and a Director of Customer Success will sit under an internal department dedicated to CS – much like content, marketing or sales. But it’s vital to look at CS as a movement in a modern-business sense, within the ongoing plight for customer-centricity.