Post by account_disabled on Jan 25, 2024 4:25:40 GMT
No, this is not about “success”, when a white-toothed business coach promises that immediately after the training you will earn money for a yacht. We will talk about an absolutely real thing - how the service helps the user achieve good results. This is exactly what the Customer Success department, which can increasingly be found in companies, does. Reading time: 8 minutes What is Customer Success Why do we need Customer Success? What does a Customer Success Manager do? Education Help and recommendations Working ahead "Book of Complaints and Suggestions" How is Customer Success useful for a company? What is Customer Success The translation of the name speaks for itself. This is “customer success” or “a seamless customer experience,” as some companies paraphrase the concept. We at Ringostat translate it as customer care department , which more fully reflects the essence of the concept.
Customer Success is a Fax Lists relatively new phenomenon. Most often it is found in services related to the IT sector and SaaS. This is easily explained, because working with complex products and information technologies is not easy. Without fully understanding all the possibilities, the user will not get the expected result - and the company risks losing a client. To prevent this from happening, the Customer Success department monitors the user experience of the product. Its managers are responsible for ensuring that the user: I was pleased with the service; learned about all the possibilities, understood them and used them to the fullest; could achieve the highest possible results; avoided potential risks in work that are not always obvious. In a word, Customer Success is such a “good fairy” who is always on the client’s side and is ready to solve his problems even before they arise.
Moreover, the fairy is very interested, because the main task of the manager is to make the user happy and successful. Moreover, this is what KPIs or performance indicators for the Customer Success department are based on. Why do we need Customer Success? Someone may object: “Well, why do we need such a specialist? The account manager communicates with me, and for force majeure situations there is technical support.” Of course, the entire team is interested in a positive customer experience, but each department has its own tasks. Let's compare. Technical support handles the initial setup of the system.
Customer Success is a Fax Lists relatively new phenomenon. Most often it is found in services related to the IT sector and SaaS. This is easily explained, because working with complex products and information technologies is not easy. Without fully understanding all the possibilities, the user will not get the expected result - and the company risks losing a client. To prevent this from happening, the Customer Success department monitors the user experience of the product. Its managers are responsible for ensuring that the user: I was pleased with the service; learned about all the possibilities, understood them and used them to the fullest; could achieve the highest possible results; avoided potential risks in work that are not always obvious. In a word, Customer Success is such a “good fairy” who is always on the client’s side and is ready to solve his problems even before they arise.
Moreover, the fairy is very interested, because the main task of the manager is to make the user happy and successful. Moreover, this is what KPIs or performance indicators for the Customer Success department are based on. Why do we need Customer Success? Someone may object: “Well, why do we need such a specialist? The account manager communicates with me, and for force majeure situations there is technical support.” Of course, the entire team is interested in a positive customer experience, but each department has its own tasks. Let's compare. Technical support handles the initial setup of the system.