3. Launch the pilot, monitor the results, and optimize
After you’ve finished the pilot and are ready to launch the entire program, it’s time to maximize your pilot. Here are some tips that can help you do so:
- Focus on key success metrics. The most important thing is to measure how well each feature performs relative to expectations. As a general rule of thumb, if there’s a lot of room for improvement in one or more areas (e.g., customer satisfaction), then focus on those metrics before moving on to others like conversion rates or revenue generation opportunities.
- Optimize your customers’ experience as much as possible during this phase—but don’t overdo it! If you’re getting too many negative reviews from users having problems with one feature or another, consider adding an additional step into their onboarding process to feel more confident about using products without feeling overwhelmed by information overload at the outset (and why should they?).
A pilot study can help you navigate the challenges of implementing customer success.
It’s an opportunity to test the waters and identify opportunities and issues that may arise during implementation. A pilot study allows you to get buy-in from stakeholders (the people who will be involved in implementing customer success) by enabling them to see firsthand how things are going before they become permanent features of your organization’s processes and culture. You also have time for customer feedback on their experience with a new quality or service offering—important information for any business owner who wants their product or service line to be successful!
A pilot is a small test of a process or product, usually done with just one customer (or group of customers) before making the change widespread across your organization. A pilot allows you to learn how well something works, what issues might arise during implementation, and how well it aligns with overall business objectives.
We hope this guide has given you an overview of conducting a pilot study on Customer Success. If you want to learn more about pilot studies, be sure to check out our other resources, including our in-depth discussion with Emma Lampert and Rick Adams on the topic Maximizing the Value from Pilots, here: https://practicalcsm.com/maximizing-the-value-from-pilots/.