Uncovering the Meaning of Customer Success
To many people the term “customer success” is very new, that includes myself. As always Google provides great information but I like to head to personalized companies when looking for information on topics, especially when I am wanting to know all that I can learn.
I have worked in customer service in the past, but that was many moons ago and honestly something that I wanted to put behind me before I was even officially finished with that part of my life. I really feel like had the company I worked for known more about customer success they would have been more functional, but that is another story for another day.
The definition of customer success is as follows:
Customer success is the function at a company responsible for managing the relationship between a vendor and its customers. The goal of customer success is to make the customer as successful as possible, which in turn, improves customer lifetime value for the vendor. Customer success is an emerging role in business.
Okay so now that we know WHAT it is; how does it work?
I found a really unique company called UserIQ which is a customer success platform. UserIQ is helping companies learn more and more about their customers which in turn means customer retention. Retention means typically that a customer will come to that company/vendor first before any others to see if they match the service/product that the customer is looking for.
Personally I know that I have several companies that I am devoted to for different reasons, but typically is is because of their customer service. I feel that if a company has great customer service if I need them then I am going to stick with them because in a time of need I am already stressed out or anxious about the decisions that I may have to make (especially regarding my business products/services) and I need to feel confident in the company that I am speaking with.
Having a platform that looks at building customer retention is something that every business that manages customers absolutely needs. Learn their needs, but more importantly learn how to improve on something that you already have at your fingertips. The platform offered by UserIQ is nothing short of genius when it comes to learning about customers and how to help them but also how to get more revenue for your own business.
A win-win for everyone involved in my opinion.
So attention small business owners: what are your tips for customer retention? We would love to hear your thoughts.