A loyal customer can spend 67% more than a new one, shared by Truelist. But how can you retain customers and make them loyal? A great customer success team is the answer. A customer success team makes a large contribution to your customer’s onboarding process, helping assist with customer queries. Zonka shares that 51% of customers will stop doing business with a company after one bad customer experience, so having a great customer success team is crucial. In this article, we will look at the steps you should take to ensure you have a great customer success team in place.
In a business, the customer success team will be in charge of reaching out to customers and interacting with them to help them overcome any challenges they are experiencing since making a purchase from your business.
Your customer service team and customer support team may have some similarities, but these are two different teams for different purposes. The main key difference between the two is that a customer service team is reactive, while a customer success team is proactive.
Customer service team – When a customer reaches out with a query, they will assist the client through their query to help them solve the challenge. This is a reactive approach.
Customer success team – Reaches out to customers to make sure they are not experiencing challenges with your product or service and anticipates the customer’s needs before a query is raised. This is a proactive approach.
A successful customer success team will:
Firstly and one of the most important tasks for a customer success team to do is begin a dialogue with their customers. You should find out who your customers are, their needs and requirements and anticipate any questions or queries they may have about your product or service.
A customer success team will help customers make a great start with their products or service. A customer success team should provide customers with demos and training, as well as support for any queries that customers may have. This will streamline a customer’s onboarding process to give them a smooth experience when using your product or service.
If your customer does not know how to use a feature of your product or service or requires different support during the onboarding process, your customer success team will be the people who assist them. They should help the customer adjust to your product or service and anticipate any learning curves they may face.
Your customer success team will play a crucial role in your business’s churn rate. Your churn rate is a very important KPI for your business to track as it will give you a great insight into how effective your customer retention is. Your customer success team should aim to provide excellent service to customers to ensure that your business has a low churn rate and high customer retention.
Cross-selling and up-selling are great ways for you to create loyal customers and drive your revenue, and a customer success team is in a great position to identify where this is possible. Your customer success team should identify where there is an opportunity to cross-sell or up-sell to clients to better meet their needs and increase their satisfaction. View the complete guide on up-selling and cross-selling.
Your customer success team should always get customer feedback at every stage of their customer’s journey with your business. Accumulating feedback through surveys and questionnaires is a great way for your customer success team to get feedback about the service to make future adjustments.
Your customer success team should collaborate with both your marketing and sales departments. Due to your customer success team spending prolonged periods interacting with your customers, they will be able to contribute useful insights to your other departments to help generate more prospects and win deals.
During meetings, your customer success team will be in a prime position to voice your customer’s wants and needs back to you. This will provide you with great insights to help strategize different ways of increasing customer retention, improving customer satisfaction and growing your business. The best way to improve your business is to hear your customer’s voices, and your customer success team should echo them.
Keeping all departments in the loop at all times is a critical aspect of every business. Meetings are one great way of doing this, but also sharing reports throughout your business is another way. Your customer success team should provide you with weekly reports so you can track your KPIs. These reports should include churn rate metrics and qualitative feedback.
TEB is a sales automation CRM software that will completely transform how your customer success team operates, ensuring you offer the best service possible to boost customer retention. TEB does this with game-changing features such as:
Building a strong team is just one of the many ways TEB will transform your business. TEB can also streamline your entire sales process, simplify your pipeline management, organise your leads and more.
Click the link below and book a demo. With just 30 minutes of your time, you can see just how TEB will change the future of your business.
