The goal of every business in Digital Marketing is to make their customer successful!
Customer Success is a methodology—a company philosophy—that aims exactly at achieving its client’s objectives.
Before continuing with this reading it is important that you understand the concept.
So, I start this article with Lincoln Murphy ‘s definition (which I put in virtually every piece of content I do on the topic) for Customer Success:
Customer Success is when your customers achieve desired outcomes through the points of interaction with your company.
which are the desired results and the points of interaction, that is, the experience with your organization, we can begin with a broader and more complete understanding of what has changed with the arrival of Customer Success in companies.
With the change in the way of producing, thinking about and promoting products, brands and companies, marketing has also changed, as has the relationship with customers.
Taking into account the two pillars of Customer Success
Over the years, the way companies view consumers madagascar email list 150000 contact leads has changed, from a passive figure who simply bought, to being the most important figure, the center of everything for successful companies .
And then?
Well, when you stop to listen to what your consumer expects from you, from your company and from your behavior (so that they buy more from you), it will be inevitable to come across the relationship as a crucial point.
And that is what I wanted to get across: when the customer becomes the centre, their satisfaction and loyalty comes from quality and not from pure and simple persuasion .
We believe that, in fact, the era of the customer has already taken a step forward with Customer Success.
If before the focus was on making the customer happy, pampering them, working on personalization, customization and basically doing everything the customer wants to keep them, when we think beyond happiness, we must consider the success of this customer as a loyalty mechanism.
Then we are talking about Customer Success!
What is Customer Success?
At the beginning of this content, we mentioned the concept of CS, but it is necessary to understand it in a practical way, so it is essential to keep in mind that customer success is not the same as the success of your service .
This is a common mistake for those who are beginning to shift the focus from customer service/relations to Customer Success.
Think about it: the customer attending every meeting, learning how to use your software perfectly, understanding your processes, not being a guy who demands so much from daniel priestley & steven bartlett podcast – diary of a ceo your technical support, are these the only indicators your company uses to measure if it is “doing it right”?
Well, if your answer is yes, it’s time to review the way you understand Customer Success.
Of course, these indicators say a lot about customer engagement , which is indeed an important pillar for success, but it is just the tip of the iceberg when it comes to customer success.
The successful customer begins to develop during the qualification for the sale, goes through the sale, reaches the post-sale and, believe us, it is a cycle that, to be truly successful, never ends!
That is why it is essential for companies to have a cz lists culture of Customer Success, not just one sector, and much less one professional who deals with customer success.