The humanization and personalization of the sales process until it is transferred to the Customer Success area is essential to guarantee excellent deliveries to the customer.
To do this, maintain a transparent relationship , strengthening communication and establishing partnerships with your customers. In addition:
be available quickly and closely;
put yourself in the customer's shoes;
be proactive;
expand your operations in self-service channels in a personalized way;
solve problems.
Those companies that invest in developing relationships and creating memorable experiences have a much better chance of winning the minds and hearts of their customers.
Customer Success vs. Customer Happiness
Sometimes it’s hard to differentiate between customer success and customer happiness. Although these situations may seem the same at first glance, customer success should always be related to achieving goals.
In other words, what the client wants is not always what they forex email list really need to achieve the best results in the medium/long term .
The goal of a Customer Success team is to ensure the achievement of expected results and not just make the customer happy, since happiness is subjective and can vary depending on the situation, while results are concrete and precise.
Proposing initiatives and developing activities that promote customer happiness is important, but it only fulfills half of the success equation (Success = Result + Experience).
Your client achieves medium/long-term success when they combine the desired result with a good experience with your company.
Responsibility for the results achieved
Customer Success plays a fundamental role in achieving results through customer interactions with the company.
Being proactive means anticipating and planning for events , as well as monitoring customer results in time to act before they stumble in any process.
Some best practices for monitoring customer results and taking proactive action: