Customer Success: What It Is and Why It's Important
Posted: Wed Dec 18, 2024 4:25 am
Customer Success is a term that has been setting the tone for businesses and has revolutionized the way companies are dealing with their customers, but unlike other passing methodologies, this one is far from fleeting.
If the market and the industry have changed, it is natural that the way we treat customers must do so as well.
Mechanisms must be adopted that allow us to be much more intimate and personal with our clients. You already know that a “bird in the hand is better than two in the bush” and in fact, in practice this saying is more valid than ever.
According to various statistics, investing to attract new customers is engineering email list 5 times more expensive than implementing strategies to cultivate relationships with existing customers.
On the other hand, Neil Patel states in one of his articles that 71% of consumers have ended their relationship with a company due to poor service.
In other words, there are plenty of reasons to start changing the way we provide service to our customers, from the moment they make their first contact until after they purchase, and that is exactly why Customer Success has arrived.
We'll tell you what it's about!
What is Customer Success?
“Customer success” translated into our language is a planned strategy designed to be executed in the long term in order to maximize the proven value of our product and ensure that its effectiveness is sustainable over time until our customers experience success.
That is, Customer Success as a service methodology has been created to ensure that our clients achieve the desired results while using our tools, products or services .
How many times have you hired a service that at the end of the road has not helped you solve the problem for which you bought it? You contact the company, send emails, make complaints through social networks or through other channels provided by the company and you still get no response.
During the sale they promised to provide you with assistance, and some contact points to reach in case of problems and doubts. And in practice, none of the promises were fulfilled. It's very frustrating!
Traditional customer service dealt with dissatisfied customers and resolved issues as they arose.
What Customer Success suggests is doing the exact opposite, that is , relying on the necessary tools and mechanisms to get ahead of customer problems or complaints, demonstrating with your actions that the assistance of a service is there to help your customers achieve success .
If the market and the industry have changed, it is natural that the way we treat customers must do so as well.
Mechanisms must be adopted that allow us to be much more intimate and personal with our clients. You already know that a “bird in the hand is better than two in the bush” and in fact, in practice this saying is more valid than ever.
According to various statistics, investing to attract new customers is engineering email list 5 times more expensive than implementing strategies to cultivate relationships with existing customers.
On the other hand, Neil Patel states in one of his articles that 71% of consumers have ended their relationship with a company due to poor service.
In other words, there are plenty of reasons to start changing the way we provide service to our customers, from the moment they make their first contact until after they purchase, and that is exactly why Customer Success has arrived.
We'll tell you what it's about!
What is Customer Success?
“Customer success” translated into our language is a planned strategy designed to be executed in the long term in order to maximize the proven value of our product and ensure that its effectiveness is sustainable over time until our customers experience success.
That is, Customer Success as a service methodology has been created to ensure that our clients achieve the desired results while using our tools, products or services .
How many times have you hired a service that at the end of the road has not helped you solve the problem for which you bought it? You contact the company, send emails, make complaints through social networks or through other channels provided by the company and you still get no response.
During the sale they promised to provide you with assistance, and some contact points to reach in case of problems and doubts. And in practice, none of the promises were fulfilled. It's very frustrating!
Traditional customer service dealt with dissatisfied customers and resolved issues as they arose.
What Customer Success suggests is doing the exact opposite, that is , relying on the necessary tools and mechanisms to get ahead of customer problems or complaints, demonstrating with your actions that the assistance of a service is there to help your customers achieve success .