Let’s say you are building a new team to attract new leads for the roof replacement company. What is the best way to go about it to ensure you get the results you need? When it comes to matters customer retention, there are so many places to start from, and it becomes increasingly difficult to know where to start from. This is the reason you need customer success teams. Customer success teams are dedicated to helping customers achieve their goals. Their work is to optimize company value in the eyes of a customer by providing them with useful and resourceful support. Their success of defined by providing mutually beneficial relationships between a company and a customer they work with.
Here are some importantly actionable steps you can follow when building customer success teams.
Talk to your customers
Though it sounds crazy, the number one action you can take is to talk to your customers, to understand their pain points. Make a list of customers who have reported success with your product and those who have expressed dissatisfaction with your offering. Start reaching out to the customers to learn why they have such sediments. Once you have written down all your notes. highlight the trends of a happy and unhappy customer. This will be your first step towards developing your persona. You must be willing to bring in customer feedback on the products you are building otherwise you will be fighting an uphill battle.
Create your onboarding process
Never assume that it is always simple to learn how to use a product or service. It may be easy to forget that customers will need to be guided throughout the process to ensure they have a smooth operation on your products and services. You might be an expert in what you offer, but your customers might not have the same qualities as you have. This calls for the need to have an effective onboarding process as it can pay off in ensuring you achieve success with your teams. Never expect customers to adapt to your products and services on their own, but rather, build a team that proactively attends to customer needs.
You need to deploy a survey at each stage of the customer lifecycle. As your customer base grows, you will need to have a more proactive and sustainable feedback mechanism for determining customer satisfaction. You need to make it a priority to get feedback in all areas touching on customer experience and deploy your survey at regular intervals. One good way of going about it is to introduce a net promoter score. You can send out surveys after initial onboarding a new customer. The more information you can gather, the better you stand to understand your customers and improve on the process.
Be the voice of the customer
One of the most important reasons to have customer success teams is that by working with customers directly every day, you will be the best person to represent their feelings on what they have to say about your products and services. You will need to be more organized to highlight what customers feel and expect and work toward improving what you have. Organize weekly meetings where customer success teams can meet and make deliberations.