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Customer Engagement is a two-way street. It’s a process and a partnership between two organizations which enables the vendor to listen and effectively manage the individual needs of their customers. It’s earning a virtual seat at the table with the customer, and symbolizes a true strategic alignment. Stated outcomes, goals, and insight into the customer’s strengths and weaknesses in achieving those are shared with the vendor. This enables the empathy required for a deeper, more trusting relationship. This level of engagement leads to a great customer experience, and it is the foundation of customer loyalty that results in a longlasting sustainable relationship, and to maximizing negative churn.
Just looking to add on to the thoughts and ideas already posted. Here are the points that I feel are key to customer success:
- Achieve business outcomes Consistently
- Be Available
- Being Skilled enough to contribute strategically
First, I want to clarify that I am in B2B SaaS. The company is Bolstra, LLC and we are a Customer Success Management Platform, so my answer is more aligned to that space.
I believe we get away with an extremely low level of service because SaaS prices are a fraction of offering at the start of the last decade. However, the cost of not achieving outcomes and perpetually searching for an effective solution is being realized. I find that these 5 points are what will be trending this year and in the next several years, as companies come to the realization that customer success and service are needed to reduce churn.