Customer Success: Your customer’s I have been talking to many executives and business owners in recent months and I can clearly see the effort they are making to maximize results and attract new customers and business. But have you ever stopped to think that it is just as important – or even more important – to expand your customer base as it is to retain your existing one? And that generating new customers can cost up to seven times more than retaining those who are already in your base? Well, diversifying your customer base and sales mix is important, but retaining them is also something to prioritize in this difficult time in the economy. In this article, I will talk about Customer Success and what the benefits are for your company.
Customer Success – what is it and how does it work?
Customer Success: Your customer’s Customer Success is a strategy based on ensuring that your customer always has the best experience and obtains the best possible results with your products or services after the sale. It is a slightly different concept from technical support, where the consumer contacts the company when they already have a question or problem after the purchase. The team’s efforts should be not only on building customer loyalty, but also on getting to know them and making them so satisfied that they become spontaneous promoters of your brand.
Adopting this strategy may involve
The need to implement some changes in india telegram data your organization’s culture – at virtually every level. It is important that the entire team is proactive and anticipates potential problems that the client may have and offers solutions, even as opportunities for new business.
The result of all these initiatives is a closer relationship with your customer, shorter contract closing times, increased renewals, fewer cancellations and many referrals.
What type of company should adopt Customer Success?
The strategy was to solve bottlenecks in you don’t have a relationship software subscription companies, especially cloud solutions (SaaS). However, it has been in several companies in a wide range of segments, since its main objective is to build customer loyalty – a basic premise of any segment.
When adopting this strategy, it is important to consider
The role of Customer Success in your organizational structure, which can be a team or even a dedicated professional with enough autonomy beb directory to be proactive, directly access the customer to measure after-sales satisfaction, be an active in solving problems and doubts, in addition to acting effectively in your customer’s success strategy.
The retention by a well-Customer Success strategy can also your customer acquisition costs (CAC).
What are the benefits of adopting Customer Success?
In the short term, your sales team ’s time will be better – and the search for new customers will gradually become cheaper. There are several studies and case studies that reinforce that referrals of new customers by other loyal customers can reach more than 30% of the company’s revenue. And loyal customers can be responsible for up to 80% of this total.
Your team will also get to know your
Company’s customer profiles in greater depth, at all levels of interaction with products and services. In Brazil, a good example of Customer Success is Resultados Digitais , a leader in the results marketing or Inbound Marketing market. Resultados Digitais has several Customer Success roles in its organizational structure.
The first role considered was that of
Consultants, the team that helps the client through consulting projects and focuses on generating revenue and good deliveries with these projects. Then, the Support team was , which focuses on providing quick responses and guidance to client requests. They also the implementation team (onboarding) which focuses on mentoring and supporting the client to achieve success and growth. With this, the success of your client is the success of the company itself. This structure has very well and Resultados Digitais has achieved high growth rates and a high level of satisfaction among its clients.