The last time you needed a recommendation for a movie, or a restaurant, or a nice cup of coffee, where did you seek this out? Was it a friend, a colleague, or the internet? It’s human nature to consult recommendations or reviews from actual people or internet users because they help validate your choice. This brings us to the topic… customer advocacy. But what is it, why is it important, and what role does trust play in this? Read more to find out.
In any business, the operations department plays a key role in ensuring that daily tasks get executed promptly, and enables executive team strategies to get implemented properly across all levels. Customer Success Operations, also known as CS Ops, works towards achieving the same thing. Except, the only difference being CS Ops’ entire focus is towards customer success strategy execution. But one might wonder, aren’t there many roles in CS so why is this role so important?
It’s a simple formula. If Customer Success = CLV, and CLV = Valuation, then Customer Success is Valuation. But why?
As an individual starting their career in Customer Success, it’s very important to ask yourself why is customer success important and where might this career lead you? And as a young entrepreneur who is starting their business, it is also important to question what is it that most high-growth businesses get wrong in Customer Success? So what’s the answer?
As an individual starting their career in Customer Success, it’s very important to ask yourself why is customer success important and where might this career lead you? And as a young entrepreneur who is starting their business, it is also important to question what is it that most high-growth businesses get wrong in Customer Success? SO what’s the answer?
It takes months of effort, research, and hard work to get your product accepted by just one customer, but it only takes a few seconds to lose them. Hence, here are the top 5 quotes that we believe capture the very essence of customer success.
Work is an integral part of our day-to-day lives. It plays a major role in structuring our personal and social identity and is a means of livelihood. Steady income creates options and equips us with the power to access essentials such as food, electricity, education, etc., and non-essentials such as electronic devices, wifi, furniture, etc. For too many, it feels like a healthy work-life balance is simply unattainable. Checking and responding to emails at all hours, work meetings at dinner time, or being unable to separate from our work laptops on weekends… for so many, this has become routine. One may even say, “Isn’t that expected?”, but although it may feel like employees are required to do this, morally, ethically, and spiritually they aren’t (and they shouldn’t).
In the span of a few months, Covid 19 had changed everything. From the way we meet our friends, travel, shop, eat to the way we work, everything is suddenly different. At work, this change is felt across our customer base and our own internal teams, because we’re humans after all.
In just a span of a few months, Covid 19 had changed everything. From the way we meet our friends, travel, shop, eat, or even the way we work, everything is suddenly different. Even our business’s CS teams and our customers are no exceptions. Your customers are humans after all… just like your employees.
The role of a customer success manager i.e. a CSM has transformed drastically in recent decades. For starters, it’s no longer grounded to its traditional role of transforming customer engagement. Instead, it aims to forge strong relations with customers such that it helps businesses grow, making it an important pillar of growth. Today, the responsibilities of a CSM have become very demanding. It expects them to coordinate between different departments, onboard new customers, advocate for the company, drive renewals, encourage upsells and cross-sells, build deeper relationships with the customer, have the ability to produce reports on all activity at a moment’s notice, and so much more! In a job that challenges and expects someone to be at top of all things all the time, how does this get done?