Post by ratna479 on May 18, 2024 2:47:11 GMT -6
With the customer service area. But the new configuration of an area that takes care of the customer must include activities such as: 1. Professional services, to assist the customer in using the product; 2. Training, to enable the customer to use the product; 3. Customer support, to help the customer when they have problems; 4. Implementation or onboarding; which guarantees the customer's landing in using the product; 5. Customer success, which uses all available resources to ensure customer longevity. And three areas of the company are particularly feeling the impact of this new area: 1. Sales, which generates the customers that customer success works with and which operationalizes renewals; 2.
Marketing, the area that understands the customer journey from the beginning and that delivers the customer to sales, which in turn hands it over to the customer success area; 3. Sales consulting. Chapter 16: customer success technology. As Bahamas Phone Number soon as a new discipline becomes important and expands in organizations, technology creates ways to optimize and instrumentalize it. And in the case of customer success, the starting point is to create conditions for customer data to generate knowledge about them, boosting their success. Demographic data, revenue, contacts, events, training, research, product use, etc. And about the subscription, if this is the case for companies that use this business model. Based on this, the technology creates conditions for: 1.
Optimize the customer's time, automating everything possible; 2. Increase the use of information with customers, placing the right information at the right time; 3. Boost scalability, promoting greater prioritization, effectiveness, collaboration, accessibility and proactivity; 4. Improve collaboration, communication and visibility; 5. Improve team management. Chapter 17: where do we go from here? With the pace of change, it will be surprising if this book is not out of date in two years. And some likely changes are: customer success will continue to grow, cco will continue to emerge, the customer success discipline will be refined, the cs area will become more focused on operations and less on personal relationships, resources for quantifying cs will increase, we will have more demand than cs professionals, universities will teach cs.