Investing in Your Customer Experience - The Importance of Customer Success

The customer experience quickly became an obsession of companies from the most varied sectors. It's an idea that indicates that each and every interaction with a brand should bring a positive experience. Linked to this concept, Customer Success it also became a major concern. Do you know what this idea is and why it's important? Check it out!

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What is Customer Success?

This concept of customer success it's pretty simple. As the name implies, it is one in which the company seeks to ensure that the interaction brought the expected results. It is not a methodology or a set of techniques, but a philosophy and a mentality that must affect each company process.

Customer success occurs at every point of interaction with the company. For example, when they make a first contact, success is having good service that answers their questions. When closing a sale, success is about ensuring that the solution meets and solves your problems.

How to implement Customer Success?

As stated above, Customer Success is a matter of company philosophy and mentality. For example, if you sell software and the customer attends every meeting and learns to use the product, CS is guaranteed, isn't it? Not necessarily.

O Customer Success is an evolution of service, but it encompasses the entire process. The first step is to win the right customer, that is, the one with the greatest potential to take advantage of your solution.

Imagine, again, the company that sells software but specializes in programs for the management of public agencies. This is the Problem that the company seeks to solve, therefore, your ideal customer is the one who shares it.

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Building a Solution Together

For this reason, customer success emerges from a solution that is built together. Before they actually become a customer, you are alone in the process, but you already need to think about the future success of the audience you are going to buy. That is, you embrace the problem you want to solve.

This will already be very clear in your Sales speech. When you embrace a problem, you notice that it changes the way you sell your product. You stop focusing specifically on it, listing its advantages and functionalities, to prioritize the problem. That is, your sales effort is to show how the product solves the customer's problem. Thus, your success is much greater.

Why is Customer Success so important?

With that, it's clear Why customer success is so important. It positively affects your business in a variety of ways.

First, it's the Churn reduction, that is, customers that cease to be after a while. It is a return to the idea of the “ideal customer”, since the wrong audience leaves your company because they had a wrong expectation. Not only does this hinder revenue, but it can still “dirty” your name in the market.

Speaking of the financial, Customer success can increase revenue. For example, you can sell a service or product that complements yours, or upgrade to a better version.

O Clicksign Automation, for example, is a software that streamlines your company's hiring process, so that the experience begins in a more positive way.

What do you think of Customer Success? Do you want to know more about this and other concepts that can help your company evolve in the market? Then Visit the Clicksign blog and check it out!