In case you haven't noticed, there is a trend of buyers seeking out more customer-centric companies to buy from. Consumers want vendors that, hold values similar to their own and proactively solve their problems. This approach is invaluable when it comes to reducing customer churn and increasing repeat business.
To focus on Customer Success, many businesses have created dedicated customer success teams. At MasterSolve, we feel these teams should comprise people from a variety of backgrounds with service-oriented experience and a knack for connecting with clients.
Here are 5 tips you can use when building your Customer Success Team:
The Right Leader
Start with the right leader someone who you can trust with the success of your top clients, someone who can quickly interpret customer needs and lead their team to do the same. Next, look for an onboarding specialist who can ensure that customers get the support they need when they first try your product or service. The onboarding specialist is an educational role that provides your customers with information to get them off to the right start. Lastly, build the rest of your team with people who are professional with a delicate touch, and have the extensive product knowledge your clients expect.
The Right People
When looking for applicants for your customer success team, look for team players with great people skills. They should be organized, enthusiastic, and patient when dealing with people. If hiring from in-house, look for people with extensive knowledge of your products who are also great problem solvers.
It is important that the size of your team matches up to your customer's expectations. For instance, your business has a handful of clients that you need to check in with every month, then one team member should be fine. However, if you are receiving hundreds of tickets per day, your team needs to be more robust. Compare the number of accounts you have and how frequently you interact with them and determine the team size that will work for your business.
Many companies offer bonuses or commissions to their customer success teams because they play a critical part in accelerating business and revenue targets. Bonus your customer success teams when they find opportunities to grow your business.
Dividing your customers into groups based on similar characteristics is a great way to break things down for your team. Team members can focus on specific segments, and by dividing the labor they can create more targeted efforts toward each segment. Furthermore, each group may have its own unique wants and needs, allowing your team members to align their strategies accordingly.
Collect Customer Feedback
Allow your team to evolve and adjust by collecting customer feedback on their performance. By asking the customer directly your team can find out what they are doing that works and what they are doing that is not working. You can gage a customer’s satisfaction with the entire process as well as their satisfaction with the individual team members that engaged with them. Over time you can refine your team and strategies to increase customer success.
Now that you have your team ready and rearing to go, make sure that they have what they need to do their jobs properly. A customer success tool like a Customer Relationship Management (CRM) platform that organizes client data and shares it across teams will keeps all of your team members on the same page.
With a Modern CRM you can set up:
- Customer profiles - All of their information at your finger-tips
- Ticketing - Efficiently triage customer service requests
- Goals - Build metrics and track performance
- Reporting & Analytics - Seek out trends and patterns
- Triggered alerts - Notify your team when activities take place
- Sales funnels - Keep track of your sales and forecast growth
- Workflow Automation - make complicated business processes easier
Give your team tools to ensure that your customers stay happy and your customer success continues to increase.
MasterSolve is a business and technology consultancy with offices in Toronto, Ontario, and St. Louis, Missouri. We are your trusted business partner with expertise in Customer Relationship Management (CRM) and Marketing Technology (Martech) solutions. We live and breathe CRM we use a combination of best practices and common sense to help you implement and support, the software and technology you need to run your business and meet your goals.
If you are looking for technology and business processes improvement to help you propel your business toward success, give us a call today!