 |
| Photo from Pexels |
Businesses nowadays give importance to customer satisfaction
because, to put it simply, if you have happy customers then customers will
continue buying your product in the long term. Small businesses can easily see and check if their customers are satisfied. For example, if you have a food stand and
people line up to buy your food on a daily basis, then it’s a clear image that
you keep your customers happy. But what about medium to big businesses? How do they
know that their customers are satisfied with the service or product that they
purchased? This is where customer success software comes in.
First of all, let's start with customer success. Customer success, in fact, is becoming one of the most
important factors across all types business—the difference between a company
going broke and achieving mega-growth. To explain further, according to
Wikipedia, customer success is the business methodology of ensuring customers
achieve their desired outcomes while using your product or service. Customer
Success is relationship-focused client management, that aligns client and
vendor goals for mutually beneficial outcomes. Effective Customer Success
strategy typically results in decreased customer churn and increased up-sell
opportunities.
To understand what that means, let me share this with you: I
overheard once from a client I handled before that he accidentally poured
coffee on this laptop. He took it to a service center where he was accommodated
by a repair guy. The repair guy checked his laptop and explained what need to
be fixed with the item. The repair guy further suggested that after they fix
the laptop, they were also willing to give him a discount if he would purchase an
accessory for the laptop such as headphones, wireless mouse, etc. Since this old client of mine was happy with
his laptop and thought he needs a keyboard for it, he gladly purchased a
wireless keyboard because sometimes he would prefer to type using an external
keyboard than on the laptop’s keyboard. So in the end, it was easy for the repair
guy to up –sell to his customer because he was happy with his laptop’s
performance and buying another product would further improve his satisfaction
with the laptop. So that’s one example of customer success strategy thanks to
the laptop’s performance that initially made the customer happy.
Now that you have a better picture of what customer success
means, did you know that there is a software for it? You guessed it right. It’s
called a customer success software. Customer success is every essential to
business nowadays and they definitely need a program to check it. According to an
article from the Customer Success Association , businesses are going to need a
suite of effective tools that will power your Customer Success group and enable
it to scale as your customer base grows.
This is not something you can do with your sales automation system and a
few spreadsheets.
Aside from customer success software, there’s also customer
success con events. Customer Success conferences are the best places for direct
in-person networking with other Customer Success professionals. The entire conference is designed to
facilitate executive connections and knowledge-sharing both during and long
after the day.
