Darren Pawski

In the Modern Age of Instant Feedback, Customer Success is Vital to the Longevity of Any Business

Customer success is a term that different commercial institutions interpret and define differently. Despite the diversity in explaining the term, the implied meaning should always be the same. The definition must imply the success, fruitfulness and high value that clients enjoy from the start to the end of their interaction with the businesses selling them particular products. Customers purchase goods and services to cater to specific needs that could lead to their success and growth if well fulfilled. The process of providing customer success begins from marketing efforts that are educative and informative to after sales services that maximize the value of an acquired product. UserIQ values your success and that is why it would like you to understand the concept. Towards that noble cause, this piece should help you to show that your business values your customer’s success.

In this competitive country with robust opportunities and an active economy, the last thing any service provider would like to do is lose customers at a fast rate. Did you know that most SaaS companies fight long and hard to retain their clients? Well, the necessity to resist high churn rates is the reason why the concept of customer success rose to popularity. It is no doubt that you struggle with the concept every day of your business life. If you don’t, then maybe you should seek to understand customer success for the sake of growing your business and minimizing negative reviews. Nonetheless, because of its importance, the explanations and tips below should help you to start on the right foot or improve your struggle.

Did you know that you should probably turn away some of your prospective clients? Well, the point of customer success is to build the reputation of your brand positively and enhance your relationship with your new clients. Businesses that need to grow should not partner with or serve clients with the potential to walk away begrudgingly and discontent. Such customers normally take their business elsewhere. Worse still, they often bad mouth the SaaS companies from which they did not get the targeted success and thus got bad user experiences instead. How do you identify such clients before getting your brand hurt for negligible one-off fees?

Customer Profiling

You should conduct in-depth research into the market that your business targets. Marketing research is a powerful tool for business to business traders because it enables companies to target specific types of customers. However, marketing efforts and excellent customer reviews can attract different types of clients to your service. Not every customer enjoys the same success rates as the others you serve. You can discern those customers who will probably fail to obtain success from dealing with you. Those are bad fit customers who could lead to first-subscription churning and generate negative reviews for your brand. Therefore, take time to conduct detailed analyses of the customers coming to you and only focus on the ones whose interaction with you will be beneficial to both parties. You should invest time and resources to create a comprehensive database for all of your customers. Invest in understanding customers’ characteristics like:

• The number of employees.
• Revenue access and cash flows.
• Structure of hierarchy.
• Access to technological devices.
• Customer base size.

If you feel that your analysis of a client puts that client in the list of bad-fits, find a way to stay clear. Focus your energy on fighting the battles that you can win for excellent customer reviews, efficiency, improved customer retention, increased success rates for customers and reduced stress.

For excellence in showing your commitment to high success rates for customers, UserIQ suggests that should focus on:

• Making ideal first impressions during onboarding.

This is considered the fulcrum that determines, from the get-go, if you secure success for your clients or not. It entails valuable consultation and providing informed advice on products. It only involves first-time clients who are often attracted to your business by the marketed advantages of your enterprise. You should be quick about converting them into buyers while satisfying them enough to warrant periodical subscriptions. Strong adoption processes allow new clients to remain on-board. Additionally, excellent adoption creates impeccable first impressions and doubles conversion rates.

• Driving retention.

Did you know that increasing your customer retention by five percent, through assisting your clients to grow, can increase your profitability by about 70 percent?