Customer Success revolves around providing your customer with support on all possible fronts so that they can reach their goals, whatever those might be. It’s a win-win for both the customer and the company. Outstanding Customer Success leads to higher customer retention and more word-of-mouth. Read below to find out the 3 most important Customer Success processes:
1. Lead generation
Effective lead generation is crucial for the success of any company. Without any new leads, a company can’t grow. Therefore, make lead generation one of your Customer Success processes! Think about what might interest your potential customers and ensure them that their success is your primary goal. In addition, it is important to show them that you care about their needs and wants. To do so, make sure that they have all the necessary tools and knowledge to achieve their goals. Create detailed articles, infographics, and videos where you show them how to reach their goals. If they decide to do so by using your products, even better. However, your primary goal should be to provide them with the knowledge on how to be successful before asking them for anything in return.
In addition, if you receive any questions from potential customers, you need to answer them as quickly as possible. By being available to your new customers at all times, you demonstrate a willingness to help them use your products hassle-free.
Onboarding is one of the most important processes in the customer product lifecycle. It starts when a customer registers with your company. It is crucial to provide extensive support during the onboarding process, so that your customers fully understand how to use your product and to gain the most value. In addition, this will help you create a long-lasting relationship with your customer, which will increase their loyalty and retention levels.
During onboarding, you should implement your Customer Success strategies in order to save yourself time and effort later on. Therefore, ask your new customers for feedback and if you notice that they are struggling with a particular feature, make sure to offer them additional resources.
Furthermore, be quick to respond to their queries about onboarding! In 2017, SuperOffice conducted a Customer Service Benchmark Report which discovered that 41% of the companies don’t respond to a customer request, as well as that the average response time was 13 hours! Taking so long to reply or not replying at all is unacceptable! If a customer feels like you are wasting their time, they won’t think twice before switching to your competitors.
Finally, make sure that your onboarding process is straightforward and simple to follow. This will reduce your churn rates and ensure that your customers actually understand how to use your products. A good way to do that is by creating guides which are user-friendly to somebody who is not that familiar with your products or services.
3. Customer Engagement
The customer engagement stage offers the biggest opportunities for growth. Therefore, implement all your customer success strategies, such as feedback collection, fast responding time to customer issues and excellent customer support. In addition, encourage your customer to leave you reviews and feedback so that you can further perfect your products. Another way to use customer engagement to achieve Customer Success is to involve them in conversation on social media or on your website. To learn more about customer engagement, click here.
In conclusion, lead generation, onboarding and customer engagement are the 3 most important process in Customer Success. By focusing your time and effort in perfecting those, you can make sure that your customers’ satisfaction and loyalty will increase!