1. Build a Customer-Centric Culture
To be customer-centric is to put the customer’s opinion first.
Customer Success focuses on the ability of the customers to attain their expected value using your products or services. Hence, a customer success team must grasp what the customers want and their worries.
Make a list of happy and unhappy customers with your company’s product or services. Find out why and develop the customer’s persona to guide the customer success team’s decision-making process.
2. Formulate an Onboarding Process
Your product may not be as easy as you think it is.
You are an expert on what you do, and assuming that customers are the same is a big mistake. Utilizing your company’s product or service may be difficult, especially for new customers.
Lay out an effective onboarding process that your Customer Success team can maximize. The CS team would ensure that customers adapt to your products and services, gradually and easily guiding them to quickly attaining value.
3. Structure the Customer Success Department
Having the right people is already half the journey to success.
Recruit suitable people for your Customer Success team and assign the right roles to them, making sure that each of them is passionate about customers. Gather Customer Success team members with the skill set capable of driving change and growth. But what makes up a Customer Success Team?