How to Put Your SAAS Customer First
Today’s SaaS companies are expecting continual change and innovation—it’s in their DNA to stay responsive to the market. Increasingly, customer success functions have been introduced as a way of re-engaging users and reducing churn rates.
The function of customer success is evolving every day and being adopted by more companies, which understands that their sole purpose lies in providing for the customer.
As customers become savvier, many companies are focusing on customer satisfaction. Customers evaluate your company in the same way they evaluate their other providers - how well you listen to them and what you do for their needs.
With the drastic changes to our industry, we've been doing research and listening to some of our customers and leaders to hear from them how you can take steps today After to years put of your serving customer customers first in order poorly, our for industry the is future finally. changing for the better. To make sure you’re set up for success and don’t just keep coasting in mediocrity, we recommend taking a few important steps to put your customers first.
When it's time to put the customer first, there are three fundamental steps that you'll want to take.
Knowing your customers’ goals and key performance indicators (KPIs) is essential for successful business marketing.
Do you know the unique needs of your customers? Successful long-term partnerships start with establishing relationships that go deep within the organization. Ask questions to figure out what is most important for each customer relationship and deepen those connections.
- What kinds of questions should you ask?
- How can you best support their team’s goals for your solution?
- What are their goals for the solution?
- How did they feel on decision-making process?
- How are they measured?
- What goals do they want to achieve or what are their most important metrics?
- Have they had any alliances or former business relationships with the competition?
- Do you and your contact have any common connections? Is it possible this could help or hinder you in any way?
The key to success is understanding customers on a deep, personal level and this takes time. Understanding your customers goes far beyond talking with them; you need to know what matters most to them and their company’s goals.
To grow a customer relationship, it's important to understand the metrics that are most important to them and what will be necessary for their success.
Instead of just selling, dedicate time to educating your customers.
In today’s increasingly demanding marketplace, people are becoming less interested in being sold to. Sometimes even having a “sales title” on your business card or email signature can cause the prospect or customer to go cold.
As most businesses discovered, their approach to selling has changed over time.
Some of your customers want to be educated—they want to learn, they want to understand what other customers using your solution are doing and how they stack up, and they might want to save time and money. By educating them about your product or service in more depth you could even get those people as repeat business ers in the future.
Notice two contrasting personal experiences.
Have you ever walked into a clothing store where the salespersons are compensated based on commission? If so, do you cringe when they ask how they can help and respond with “just looking” even if you know what size or color you are looking for?
You don't know if you're looking for anything specific, but they may try to sell you something. You may want to find a particular item, but if you tell this salesperson your goal, they will do everything possible to sell that one item.
That’s not always the case, but a few bad experiences have probably left You you skeptical. take You may be tuning out like reliable advice that.
Now imagine a different scenario:
You walk into an electronics store and need to find a set of headphones. You tell the associate you are interested in finding some headphones.
The salesperson responds by asking you a series of questions in order to find the perfect pair for your needs:
“How much money are you looking to spend?”
“What style would you prefer- wired, wireless or do they not matter that much?”
These are all important questions when selecting the appropriate product, as well as determining the best educational methods about how to get the most from that product.
But most importantly, this is not a sales pitch—it's genuine. And you'll probably feel no different when you walk out of the store without making a purchase as well as after your overall experience.
Why? Because the individual spends time getting to know you and inquires about what your goals are for these headphones before talking with you about which ones to choose.
Now, think about that back to software industry. Giving away education rather than a sales pitch is refreshing — especially in the software business where your customer probably expects you to hard sell.
By getting to know them intimately, by benchmarking their goals and not your own, they will begin to trust you. Their investments in the relationship -- usually measured by referrals and more business for you - will grow over time.
Be your customer’s champion for change.
As a customer success professional, you have the responsibility of cultivating relationships with the customers that make your business thrive. Since they’ve been building their relationship with you and have been educated about how to get more out of your product, they now are sharing successes, opportunities, and concerns with you.
Their experiences shape how they view your company, even if it is positive or negative.
The fact is, you're not the only person interacting with customers. Most people in your organization will come into contact with them at some point or another- whether by talking to them over the phone, meeting them in person, or sending information their way via mail.
As a customer success professional, you should be able to enact change throughout the company when necessary.
You know that your customer is facing many difficulties because their contract process is painful? Their invoicing process is confusing and the services process only allows them to access help with vague goals for getting better.
But more than simply reporting to a person, it is important that you see your manager as an honest partner and confidant.
What if you could actually have a profitable, customer-centric business where everyone from your employees to your suppliers was 100% sold out for your customers?
Put yourself in the shoes of your customer—after all, you too are likely a customer of someone else's. When there is an issue with a product or service, it is important to have tools in place that will let you know if any actions were taken as a result of your feedback.
Organizations that focus on the customer experience should empower their professionals to not only suggest changes, but make them happen if they will lead to an improved customer experience.
As a customer success professional, it's not enough to simply advocate for your customers. The focus has shifted to making the necessary changes to better the customer experience as well as that of your team members.
How to Surprise and Delight Your Customers
In this age of information, it's rare that we get the chance to meet with people face-to-face and interact in person. We investigate customer reviews online before visiting a restaurant or getting rideshare service, watch our favorite TV show episodes on demand through any device at any time - even during work meetings.
A recent Harvard Business Review article argues that since our lives have never been more predictable, “surprise and delight” remain the most powerful marketing tools. Strategies that focus on investing in relationships make companies attractive to prospective customers, but also foster deep authentic relationships with current customers.
So how can you surprise and delight your customers?
Handwritten notes are more thoughtful than text or email
A handwritten card goes a long way because it shows the sender put time and thought into their message. How many times have you seen a handwritten, thoughtful note from one of your vendors?
Do you remember who sent that card?
As much as we all rely on technology to get through the day, sometimes a handwritten note goes far. Send handwritten thank you notes to your customers. Congratulate them for anniversaries or promotions and throw in some flowers or cookies for good measure too!
Customers experience a range of challenges when partaking in a difficult transaction such as implementation or coping with personal setbacks. A card expressing thoughtful words is just as important as one that simply says, “Thank you for your purchase.”
It can be difficult to determine which customers are your best, but five examples of great customer service are those who have a personal relationship with you, act as an active and engaged member of the company, provides referrals for other prospects, or does speaking engagements.
A hand-written card this week can go a long way in thanking employees for their work. Next, identify 5 customers who've had difficulties with your business and send them an email or letter to be more sincere and see if you can help them out.
Encourage all employees to use social media
B2B software companies can learn from their B2C counterparts’ ability to engage with customers.
Business to business companies, while usually more private in their approach, can still have the very same impact B2C companies often do. No executive is too high up. No person is excluded--whatever their title. Everyone across the company should be on high alert for on how they can personally affect a customer in a positive way.
Create a position for an executive sponsor at your company which will be responsible for overseeing and guiding the dealings specifically with a key account.
You should also have your clients come visit your offices at least once a quarter to meet the people that use their product, attend quarterly business reviews, and experience tense moments like implementations or escalations calls.
Trade shows offer a prime opportunity for executives to engage with both customers and other business partners face to face.
Do you host private dinners or exclusive events? Have your senior executives attend, and also have them toast to the customers in attendance. Give executives seat assignments by our custom- ers—not just prospects.
Treating your customers with respect will show them how much you value their business.
Talk to them on social media
Social media channels like Facebook, Twitter, and Instagram give you a unique glimpse into the personal lives of your customers in a way that other professional accounts cannot.
Sometimes, people forget the importance of individuals in business-to-business transactions.
Even though a customer is an organization and not an individual, there are still real people who represent that company and use your product on a regular basis.
Twitter users in your area may have tweeted that they plan to read a certain book or visit a particular restaurant. When you see this happen, use the opportunity to spend time with them and treat it like an implicit referral.
Posts about general topics of interest
It includes soliciting feedback and input from customers, prospects, employees, and other important stakeholders.
Establish customer service pages for your business that are specifically designed to more quickly answer any questions candidates have.
Even if your company controls the social media for your brand, usages of personal accounts can be beneficial.
Twitter provides a great starting point for research. It’s less personal, so it won’t feel intrusive to follow the people you found in your customer accounts.
Send the list of Twitter followers to both your marketing department and social media team before following anyone yourself.
When you see what your colleague enjoys outside of work, find out some interesting fact and use this to surprise them with something.
Give the gift of a thank you card in addition to company schwag with your logo.
Invest in your customer’s networks
There are few aspects that say you care more about relationships with customers than opening up your own networks. When a customer asks for your help in connecting, offering to make connections on their behalf goes the extra mile.
We don’t necessarily mean your social butterfly of a co-worker that will strike up a conversation with any person at the company holiday cocktail party or the guy who “always has a guy.”
We mean an individual who has a great reputation in their community because of their involvement, friends, and professional network. These individuals are rare because they care about providing value to those around them instead of only caring about themselves.
Select your favorite customers who have a strong relationship with you and consistently handle business in a way that you respect.
When creating your Linked-in profile, go through your personal contacts and make a list of 5 individuals you think are the best match for your customer.
Please create a short bio about yourself and the reasons why your intro would be useful to both the customer, as well as the contact.
Interested customers will be thrilled at the opportunity to meet other people. They'll often want to return the favor in the future too.
Sweat even the small stuff
Freebies aside, an unexpected discount on a recent purchase is certainly welcome and appreciated.
Demonstrating your investment in customer success can seem daunting. As customer challenges may vary greatly and have some unique extenuating circumstances, the key to showing that you care for them is being vigilant about focusing on “small stuff.”
One of the most important traits in a customer service professional is a passionate drive to make their customers successful. Sometimes you get so busy that you forget about the little things, but often what your customers want most are for you to care about even seemingly small issues.
Sometimes even the smallest problems can get forgotten in a business. Next time one of your customers has an issue, address it or find someone else who can handle it fairly quickly.
Express your desire to work on these "small wins" to your manager and ask for assistance in taking care of some of these details or by requesting for a few hours that week to work remotely. This will show you care about the customer—because you're willing to do a little extra.
Conclusion
We’ve included five quick ways to delight customers, but we all know there are more opportunities you could pursue.
Share with us! What are some ways that you have surprised and delighted your clients? What have you learned along the way?
Delivering Great Customer Service Across Different Cultures
To improve our customer service, we recommend implementing nine strategies:
Empathy.
Through an empathetic approach, customer service representatives listen to what their clients are experiencing in order to determine what they need.
In addition to listening, these professionals open up non-verbal cues and offer supportive comments when possible. The key is empathy - knowing how the client feels - which makes them a true asset to any company!
Courtesy.
Customer service representatives need to be polite when dealing with our customers.
Respect.
For a company to succeed in the marketplace, customers must be valued and respected.
Professional attitude.
When working in customer service, the best outcome is a positive first contact.
Attention to detail.
Workers who are knowledgeable about the company's offerings and committed to providing high-quality service will provide better customer service.
Equitable treatment.
When treating your customers fairly, you'll get loyalty. Without it, no one will stick with you!
Qualified and trained staff.
Excellent managers know of the strategic value of customer service and ensure that their employees are well-trained.
Efficient service.
Customers dislike unnecessary delays and are not happy with an unprepared service provider who wastes their time. Satisfying customers quickly is critical to any business - if there are unavoidable delays, the customer service team should share the reason for them and allow them to decide whether they want to wait or cancel.
Effective complaint resolution.
Customer complaints enable companies to identify areas that need improvement. Once a customer’s issue is identified, the service provider must resolve it as soon as possible. Customers should be thanked for identifying the situation and giving the company a chance to fix it.
What Kind of Help Content Do You Need
The Article on Getting Started
Effective customer support is essential for onboarding new customers and users. A “Getting Started” reference guide will create a warm first impression and provide basic steps for getting started, such as installation, configuration, and usage of key features.
Creating a How-To Article
A good how-to is written in a sequence – first you do this, and then you do this. The essential question to ask yourself when writing a how-to is “What happens next?”. Keep answering that question over and over again until the end of the process has been reached.
This is especially useful for tricky workflows that require multiple steps, such as installing your product. Talk to your customer support team to find out where people are getting stuck and prioritize creating how-to articles for each of those use cases.
The Troubleshooting Guide
Once someone has learned your product, they’ll have to delve into the finer points of some area or another. This often leads to problems with understanding what’s going on. Troubleshooting articles help handle them by providing immediate solutions for common or easily solvable problems while saving time and energy for more important tasks.
For example, if it’s common for customers to get an error when importing their data, create a list of the top five things they can try and fix the issue.
FAQs
FAQ pages have become treasure troves of help guides, the place where information we don’t know what to do with is stored. They tend to feature questions which are bizarre and borderline insane.
Frequently Asked Questions are an easy way to show customers that their questions not only have been heard, but answered. Create FAQs which answer common questions and check with Customer Support if you're unsure of what these would be.
To provide a workaround for an issue many customers are experiencing, you could outline your best alternative solution. To explain why you haven't built a certain feature that customers are requesting, you could outline the challenges in developing this feature and what prevents its development.
Best practices article
Successful help content will not only answer the most common customer questions, but also act as a motivational GPS that keeps your customers on track.
To ensure that customers are getting the most out of your products, proactively teach them how to do something new.
Best practices are the most effective way to become an expert.
- Share your best tips for using the product, as well as what others have shared about how they use it.
- Share real-life customer examples that reflect your business goals and message.
- Interview your team to discover their advice for how they use your product.
- Ask your product-related and non-product-related questions to better understand what the customers are trying to do.
How to Write Your Customer Support Content
Use a real life example to support your point.
Our help content is filled with examples that are reflective of the problems faced by our customers, which provides a real-life perspective.
Describe your experience with the product
Professionals using a product are in the best position to share their experiences about it. Hiring lecturers from your organization not only helps you create content for new customers, but also allows them to utilize your employees’ expertise and creativity.
Match your customer’s language
Customers need the product that solves their pain points, not the features of a solution. It is important to write articles in language customers understand when trying to find help with a problem.
Show as well as tell
As a business, you owe it to your customer not to waste their time. Wouldn’t it be better if they could actually just see what you are talking about?
Design documents to be legible and scannable
To increase customer engagement, use headings and paragraphs to break up text. End each paragraph with white space to enhance the reader's experience.
Return to articles often
Once content publishing is finalized, don’t let it go stale. Establish a recurring schedule for periodically reviewing articles that are both highly and strategically relevant to your business, so that timely feature releases do not have an adverse impact on how you explain your stuff.
How to Setup Your Help Desk Software
Step 1: Select an email address for support
It is possible to use your personal email address when you start out to answer customer support, but it may not be the best way to provide great service.
Some helpful tips when it comes to your support email address:
- Support email is the address people will use to contact your company for customer service. Ideally, this should be an easy address that everyone can find. Fill in any help desk software with your support email address so that when someone needs assistance they can easily send you a message from a website instead of calling or sending mail to the business’
- Test your setting several times to ensure you are getting emails delivered. It can be frustrating when it seems like everything is going well only to receive an email from a sender saying their mail wasn't received.
- Make it easy and clear on your website for customers to find contact information at all times.
- Sometimes you have to use your support email as the “from” email for your outgoing messages. When you do, customers who reply will have all their responses saved and organized.
Step 2: set up canned responses
What is a canned response?
These are pre-determined responses to common customer questions. These answers can be efficient for customer service agents to use and increase customer satisfaction. Canned responses can be organized in different categories so that they’re always easy to locate, and if used properly, these response templates can save time for an agent while serving customers faster too.
What are some advantages of using canned responses?
An agent can save time by inserting a canned response to common inquiries instead of repeatedly answering the same question. Merge fields make personalizing answers easy and increase customer support agent productivity. When using canned responses, customers will receive better answers since they are helpful yet concise, and it frees up an agent’s time if they are doing all customer service.
What are the disadvantages of canned responses?
If you are typically pressed for time, or if your replies become careless, this may create an inaccurate response that does not resolve the concern of the customer.
When should a canned response be created?
If you find yourself repeating the same responses more than twice, it might be worth creating a canned response.
Step 3: Add your team members
Add the customer support team to your help desk software.
Determine who needs to be added. Will you answer customer questions, or will someone else on the team? If a team member is answering questions in your place, make sure they have an account for visibility. Can you use fake names to solve this, or should you just do it with your real name?
Give the customer support team time to practice before they speak with customers.
Before you launch your new help desk software to everyone on staff, make sure that the agents have had time to learn how it works and practice communicating with customers. Share the passwords for logging in to the help desk account, but do not allow anyone else access unless they are providing day-to-day customer support.
Make sure the support staff is ready to:
Access a list of all open tickets for customer service, respond to certain tickets when necessary, close certain tickets based on the information provided by customers, assign other employees with handling specified requests through your ticketing system, and view reports on which services need attention.
How to Choose Your Help Desk Software
When it comes to choosing help desk software, there's many different options with varying benefits.
Here are three key things to keep in mind when doing research.
1. Technology
What's the difficulty level of your software for both employees and customers? Who are your customer service agents? Higher paid IT help desk agents will have a different skill set than an overseas assistant. It doesn't mean you can't hire an overseas assistant, it only means the help desk software needs to accommodate their skill level.
2. Price
How important is the cost of the software to you? There are help desk options that have a free price, others with a monthly per user license fee. Typically, the more you pay for software, the more features you get. You'll need to determine which features are most important and take into account your budget when making this decision.
3. Integrations
How do you want your solution to fit together? What other software do you use and how dependable is it? For example, do you need chat support which syncs up with your website? Think about the system as a whole--including time-intensive maintenance.
Before choosing your software
Asking yourself a few questions before you start researching your help desk options can save you time and help potentially give you clarity.
How often do you get customer service requests?
Does your company have a help desk? If so, does it offer mobile access as well?
How many customer service agents will be needed in the software? How technologically savvy are your customer service agents?
Are you looking for ticketing management software or do you need a more comprehensive system?
Will your IT team set up the help desk or will you handle this?
How many of your customers do not speak English? What is your budget for the new system?
So we’ve determined you need a tool to manage your customer support.
Which one do you choose?
There are so many options, and plenty of services come with a free trial – but that doesn’t mean it comes without any risk. It takes a substantial amount of time to train employees or migrate data, so the last thing you want to do is switch help desk software in a few months.
Before signing up for any business software, evaluate your own needs to ensure you choose the right features.
You should also use help desk software to work with customers, as well as other services such as chat software, business voicemail and faxing.
Why Does Your SAAS Needs a Help Desk Software
What is help desk software?
The company's customer support team is the only point of contact for customers who have questions or problems.
If you are starting out, then provide your customers with only a personal email address or phone number to contact you with any questions.
As the company scales, customer service needs to be enhanced so that it is easily reachable and efficient.
A help desk software is a solution to use for customer service by automating as much of the process as possible.
What are the advantages of using help desk software?
There are many advantages to using Help Desk software:
Customer communications are collected and stored in one place, so there’s always someone available if your team member leaves.
Customer communications can be logged and tracked quickly. This means that someone in the company who isn’t necessarily handling customer service directly can still keep tabs on things through help desk software, and see a ticket pop up whenever something new happens.
Customers can easily reach out to your company on social media. Larger companies may have a team dedicated for this type of customer service, but smaller businesses may not be able to dedicate resources that are best left to professionals.
Automated helpdesks ensure customers get responses to inquiries from someone capable of providing them. If you email the CEO of Ford, do you think he will personally reply? I doubt it
Would you still expect some sort of response from the company? Yes. What about when someone leaves the company mid way through supporting a customer – who will make sure this customer gets what they need?
The system for automation is set up to notify our help desk agents when a ticket has been left unanswered. In addition, the system can make sure tickets are routed in front of the right agent.
More and more software for help desks comes with reporting and optimization features. This means that managers can figure out the turn-around time of customer issues and the resolution rate, as well as improve them both.
A help desk software can make it easier to prioritize what matters most when helping customers. One example is support for a customer who does not know how to use their mouse properly.
The helpdesk software helps to encourage collaboration and teamwork. More than one person can handle an issue at a time, without worrying that communications will get lost in email limbo.
Guaranteed customer satisfaction with our quick and reliable, efficient support team. We've created a repository of pre-written answers for commonly asked questions; agents can simply search through and use any available answer depending on the question they are being faced with. FAQs can be stored at your convenience in this dynamic database, so you will never run out of responses.
Using helpdesk software can open up the day to day processes beyond the scope of individual problems. Helpdesks are often designed to have a strategic, long-term view; businesses using helpdesks are more efficient and freeing up employees valuable time is a common effect.
The importance of process
Process can sometimes seem awkward and overwhelming, but it’s inevitable in a business world where there is always more than one way to do something.
To be efficient in your business and scale, documenting processes is essential. When you have a documented process, any new employee can pick up on it quickly and keep others focused on the project at hand.
Having a process with a standard operating procedure will provide consistency to your customers, both internal and external, as the company inevitably goes through changes.
Skills You Need to Be a Customer Success Leader
As customer success becomes more critical to a company's success, the role is becoming increasingly complex. With customers who are smarter than ever and platforms that keep getting better at meeting their needs, CS leaders face an overwhelming number of questions on a daily basis.
CS Leaders must also have the right temperament to work with customers and develop specific skills that are not necessary in other disciplines.
To ensure the best customer experience possible, customer success managers and leaders should develop the following critical skills:
Problem-Solving and Resolution
Customer success is a challenging position, and the number one skill of successful customer success leaders are problem solving skills. There is always an issue during every phase of the customer lifecycle.
The ability to identify, analyze, and resolve customer issues is not easy for anyone; as such, the best customer success managers have honed these skills over time.
The result of this skill is trust and a larger customer account.
Establishing Goals
When expectations set correctly, customers have a good experience and feel like they got what they were promised. When expectations are not communicated properly, it can result in a poor brand and customer experience. In the best of worlds, this would not be an issue because marketing and sales did their jobs to set proper customer expectations at the start.
Customer success managers often find themselves having to set expectations for a customer when stakes are high.
Customer success managers need to have excellent communication skills.
Listening and Seeking to Understand
Successful customer success leaders understand the importance of establishing a deep connection with their customers. By listening to them and understanding what they want, you can begin developing strong relationships; without these skills, your customers will lose faith in you.
It’s important to listen and understand the customer’s needs before offering a solution, as you want them to succeed.
Level head
Customer success leaders are used to working under pressure, but they always know how to keep their heads when the stakes are high.
To provide a seamless customer experience, customers rely on their CSM to smooth the onboarding process and be an ongoing supporter.
No matter what, make sure you’re always calm. It doesn’t matter how bad it gets, CSMs should never be the ones exploding – even if they want to. Keeping a level head is essential, and cannot be overrated.
Data Integration
Customer data should be at the forefront of a customer success leader’s day-to-day job.
Having a good grasp on data security, customer relationships, and how the process works are all behaviors that would make someone a great CS Leader.
Providing detailed reports to our customers about how their information is being used will help them feel more comfortable and trust us.
Solution Knowledge
All customer service leaders are expected to know the company’s product, hardware, and software. The knowledge will enable them to easily answer any questions that come up and allow the CS leader to speak the user’s language when talking about features and benefits with customers
When it comes to selling products and services, customers who already plan to invest in your product don't want another pitch. They want a salesperson who can talk on an individual level about the benefits of this partnership.
Empathy
Empathy is another skill that CS leaders must have, but it’s sometimes considered the most important. CS Leaders should be able to read customers based on their input as well as how they are feeling about certain milestones and functionalities.
When managing a customer-focused business, it’s important to consider feelings and understand what sets a great CS leader apart from the others. This empathy can be key in acquiring customers - understanding them is crucial in creating good relationships.
Tenacity
Grit is an important trait of customer success managers. They never give up and they do whatever it takes to make their customers successful.
Successful customer service leaders identify skills needed to drive long-term success for their customers. They learn these skills, train employees in them and try to hire those who already have the skill set. The right mix of talent – grit and attitude as well as a good work ethic – are qualities common among top teams in the world.
3 Essential Qualities of a Customer Success Leader
As a customer success leader, you spend your days creating the best experience for our customers so we can retain and grow in long-term.
Winning teams find confidence when company leaders are confident in their strategies. A trickle-down effect can occur with managers, team leads, and customers if there is focus and confidence of winning strategies among these groups.
Here are three of the most important things for CS leaders to stay on top of:
1. Having a customer success department is critical to the long term profitability of your company.
Your customer success department should take the lead in making sure customers are your foremost concern, but they shouldn't be the only ones.
We believe our customers are the true north of each aspect of the company, whether it is product, sales or HR.
As someone who has a vital role in the success of your customers, it’s important that you create a culture focused on pleasing them.
You cannot tackle customer success without the support of executives across the company. This starts with your CEO and covers all areas including marketing, product development, distribution, etc...
The success of one department is necessary for the overall company to succeed. Customers will see a more unified and streamlined experience when all departments work toward customer ‘true north’.
2. In order to track key customer success metrics, you must identify and define them ahead of time.
Now is the time to take a deeper look at your current methods. Do you think there are ways to monitor key metrics more efficiently? Is it possible that someone on your team has an expertise in data visualization that would be able to help you or point out any missing critical pieces of information?
You may not have yet found data to track or collected it, or you may already know measurements that need improving. Keep it simple.
Feedback and comments should be tracked from users who are positive or negative, even if the feedback is not about a new product. These could include usage patterns, NPS scores, and interest in features you offer.
Monitoring these critical metrics and the overall customer health will not only provide a newer perspective on where to focus more energy, it will allow for a better understanding how our customer success is affecting your business.
3. Invest in a culture of customer retention and growth
Any company leader striving to create a lasting customer culture will want to do their best to maintain goodwill and trust, as it not only helps generate revenue, but it also makes customers more likely to return in the future.
• Know the definition of your client’s success, and move past what they do to why.
• Know how your products drives the metrics that matter to customers.
• Even when there is nothing for you to do with the customer, stay engaged and interested in them.