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 guatemala whatsapp number database 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.
[Tweet “The customer cannot be left as the sole person responsible for obtaining the value of their investment”]
Ultimately, it is your responsibility to ensure that your services are used properly and that the client knows “how” to do them. A manual on “how to do X thing” or “when a problem arises, we are here to help you” is no longer enough. These have become part of traditional marketing actions.
Consider that in the implementation process your clients have challenges, doubts, complaints, and a host of situations that prevent them from using your service effectively, but what do you think would happen if instead of being the one who discovers problems or inconveniences, you were the one who did it for them? Don't you think that's customer service at an unbeatable level?
This is what Customer Success is all about: providing personalized attention to each customer so that, in addition to achieving success, they also experience a unique shopping experience .
After all, the words of Jason Lemkin, manager of Storm Ventures, ring true: “Customer success is where 90% of revenue is.”
And if you think about it, there is no waste in his words because Customer Success naturally includes in its package, a unique and personalized shopping experience.
You know very well what it means to offer unique shopping experiences these days; we are in the era of renewed and digital word-of-mouth advertising. If a customer has “increased the number of conversions through the chatbot” that you sold them, for example, it is very likely that they will have no problem recommending you and making public their satisfaction with the service you have provided.
The shopping experience plays a very important role in these times, and Customer Success aims to ensure that our customers have the best experience after their purchase and throughout the entire life cycle as a customer.