August 10, 2022
|
4
minute read

Customer Success: The Key To Your Customer's Heart

In today's business environment with perpetual increase of competition, customers expect more value from a business to make their choice. It's no longer enough for a business to simply provide a solution and go with the usual sales and marketing tactics to differentiate from their competitors, and catch the attention of their potential customers. With that being the case a lot of successful businesses are shifting towards a more customer centric approach. It is essential to have a good customer success strategy for long-term growth and competitive advantage.

What Is Customer Success?

Customer success is the effort a company puts into helping their customers get the most value from their services and products. It means enriching your customers' experience to make sure they get the most out of their investment and reach their goals. When done right, customer success can help you increase customer loyalty, lower customer churn and acquisition costs, and create up-sell/cross-sell opportunities. If your customers know they will get the most of every product and it will help them achieve their goals, they will keep doing business with you. It's really that simple.

However creating an effective customer success strategy, especially if you don't know how to, isn't as easy as it sounds. Having customer success as an approach isn't enough to provide outstanding value to your customers. This job needs a dedicated team or an employee at least. From trial user engagement through purchase and renewal, your strategy has to be a comprehensive one.

How To Build A Customer Success Strategy?

Here are four simple steps to help guide you through building a successful customer success strategy from scratch.

1. Establish Your Customer Success Team

Having a customer success team shows your true commitment to helping your customers get the most value out of your business. It shows that you actually care about their success. When choosing the team members go with people with good communication skills who are team players. They should have a comprehensive knowledge of your products and services and be able to assist your customers in getting the most value out of them for their use cases.

Your existing customer service team can be a great place to start, as they are already knowledgeable on your products and services, and they have experience in dealing with customers' issues already. At this stage you can also decide if your customer success program will be manual or automated and choose the tools you will be using if you decide to automate the process.

2. Identify Your Customers' Goals

To help your customers reach their goals successfully with your products and services, you have to know what are the goals they are trying to achieve. Figure out the whys of your customers' purchase. It's most likely that different customers will have different end goals while choosing your business. Identifying them and grouping them under customer personas will guide you in assisting different customers get their desired outcomes from your products.

3. Create Customer Roadmaps

Having identified your customers' goals, now you can create roadmaps for the different customer personas. A customer journey map is a visual representation of the steps your customers take to interact with your business, whether that interaction is through a product or service. These customer road maps will be helpful for you to guide your customers through reaching their goal in the most efficient way. It will also be useful in identifying the drivers and issues a customer might face at different steps of the way and preparing your solutions beforehand.

4. Analyze and Optimize

All long-term strategies should include measuring your performance and improving your shortcomings accordingly. When doing this, there are a few things you should take into consideration. First thing to consider is choosing your metrics and how you will measure your customers' success as well as your own success. Customer lifetime value, customer acquisition cost, churn rate and net promoter score (NPS) are a few metrics that can be used to measure customer success.

Second thing to take into consideration is how you will proceed with your optimization process. When you are making changes to core parts of your business that affect the customer experience directly, you want to take it one step at a time. Customers need time to adapt to changes and you need time to be able to properly measure the outcomes of the changes you have implemented. Remember, slow and steady wins the race.

How BHuman.ai Improves Your Customer Success Strategy Significantly

BHuman.ai is a platform that is focused on humanizing communication. It allows you to create a personalized experience for your customers helping you to show them the care and attention they deserve. BHuman.ai allows you to truly put your customers at the center and let them know you do.

With our platform's ability to create personalized videos at scale you can address each and every one of your customers by name to explain your products and services, thank them for their purchase, ask for feedback, provide customer support, offer promotions and so much more. The use cases are only limited by your imagination! 

Sign up for our platform today to utilize quick and easy personalization at scale, stop missing out on the secret recipe for connection and loyalty!

To learn more about the other ways you can utilize BHuman.ai for your business visit our site at BHuman.ai. You can also contact us at info@bhuman.ai and we will be happy to inspire you in all the ways you can use BHuman.ai to improve your personalization efforts.