Focus on success, not customer happiness

[subornaakter20]

A customer can and does feel happy when they feel that their supplier's response time is fast, or when they feel that their supplier is understanding their needs.

But it's not the job of Customer Success to make customers happy, rather they should focus on customer success. For example, hearing from your customer something like:

“In the last 3 months we have been able to experience an increase in our ROI and a decrease in customer acquisition costs.” This is part of that compendium of situations that indicate that crypto email list our client is achieving success.

Undoubtedly, this situation will imply that the client feels happy, but it is not the direct responsibility of the team; the role of Customer Success is for clients to see positive results and, as a natural consequence of seeing how their objectives are being achieved, they will find happiness.

Find the signals that tell you how to measure your customer's activity with the business
You probably already have an old-school customer support or customer service department in place, but now you want to make a change and are in the process of understanding how to use Customer Success to improve the way you treat your customers.
Well, review all the data necessary to answer the following questions:

How often and for how long does the customer use your product or service?
Throughout your life as a customer, how many times did they contact you? And when did they do it? At the beginning of the implementation? Shortly before cancelling the contract?
What was the reason for hiring your services?
Why do you think he cancelled the contract?

Define how and when to provide your help to the customer
Once you have full knowledge of the process your client goes through during their life cycle, it becomes much easier to generate advance solutions to their problems, concerns or difficulties.

This in turn will make you act as the best “party host” because by knowing all the problems that clients encounter in the implementation process, you can refine both your participation and the results of each particular client until finally, your performance means the client's success.

Adopting a methodology like this is far from simple, mainly because it involves working and unifying the criteria of the Marketing and Sales divisions.

Applying these filters to have a common vision will provide clearly better results financially speaking, both for clients and for the company.

Taking all this into account, it is worth reflecting on your current situation. Do you want to be better? Do your clients want to be better? And above all, are you willing to make a radical change in your business in order to increase your profitability?

The consumer has changed, the market is understanding this and there is a huge opportunity to achieve success through this business philosophy. The success of your clients is the success of your company.