If the market and the industry have changed, it is natural that the way we treat customers must do so as well.
Mechanisms must be adopted that allow us to be much more intimate and personal with our clients. You already know that a “bird in the hand is better than two in the bush” and in fact, in practice this saying is more valid than ever.
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According to various statistics, investing to attract new customers is 5 times more expensive than implementing strategies to cultivate relationships with existing customers.
On the other hand, Neil Patel states in one of his articles that 71% of consumers have ended their relationship with a company due to poor service.
In other words, there are plenty of reasons to start changing the way we provide service to our customers, from the moment they make their first contact until after they purchase, and that is exactly why Customer Success has arrived .
What customer success is and how it has meant a paradigm shift within the industry
“Customer success” translated into our language is a planned strategy designed to be executed in the long term in order to maximize the proven value of our product and ensure that its effectiveness is sustainable over time until our customers experience success.
That is, Customer Success as a service methodology has been created to ensure that our clients achieve the desired results while using our tools, products or services .
How many times have you hired a service that, at the end of the day, has not helped you solve the problem for which you bought it? You contact the company, send emails, make complaints through social networks or through other channels provided by the company and you still get no response.
During the sale they promised to provide you with assistance, and some contact points to reach in case of problems and doubts. And in practice, none of the promises were fulfilled. It's very frustrating!
Traditional customer service dealt with dissatisfied customers and resolved issues as they arose.
What Customer Success suggests is doing the exact opposite, that is , relying on the necessary tools and mechanisms to get ahead of customer problems or complaints, demonstrating with your actions that the assistance of a service is there to help your customers achieve success .
Hence “Customer Success”
Customer Success Management is an evolutionarily superior activity to traditional customer service, because through customer assistance, the aim is to detect problems even before the customer discovers them, thereby generating more opportunities to achieve success.
It is an improved version of traditional customer service with a holistic vision so that our client achieves success through the use of our tools or services.
[Tweet ”You don’t have a successful business by closing more sales, you have a successful business when your clients manage to achieve their goals”]
https://www.youtube.com/watch?v=jrcNOn9wXdE
What is Customer Success?
Customer Success as a customer acquisition philosophy has come to put an end to traditional after-sales. If you watched the full video, you will understand that this renewed methodology aims to establish long-term relationships with its customers.
And that doesn't happen when you celebrate a sale and turn your back on your clients. On the contrary, the success of your business can depend closely on your client's achievements and the best way to achieve this is when you generate strategic support so that their goals can be met.
Customer Success is therefore about integrating marketing and sales functions and activities so that they can jointly determine how they can deliver value to potential customers before, during and after the purchase.
In fact, the greatest weight of this methodology is found when your client finally decides to buy, because it is at that very moment that they need assistance to learn how to use your service or tool to the fullest and thus achieve what you, as a service provider, have promised them.
