Customer Success (CS) is a rapidly growing field that has become a top priority for more and more businesses. The goal of a CS department is to ensure that customers achieve their desired outcomes by providing them with the necessary resources and support.
In one of our recent webinars, Delia Vișan, Customer Success Coach and Head of Customer Success at Bright Spaces, shared her insights on what truly matters in customer success.
Delia has over 15 years of experience in the CS field and was recently name ‘top influencer in the CS space’ by Custify. Her expertise makes her an excellent resource of insights regarding CS.
During the webinar, Delia discussed:
- the basics of CS,
- the importance of having a CS department,
- when to implement CS,
- who can perform a CS job, and
- how to perform a CS job successfully.
She also delved into the differences between Customer Support and Customer Success, CS principles that matter, and other relevant statistics.
Let’s take a look at some of the points Delia touched upon during the webinar. ⬇️
The Basics of CS
The first step in understanding CS is to know what it is and what it isn't. CS is not just about providing support to customers; it's about humanizing conversations toward creating a successful partnership between you and your client. This means that CS teams must work closely with customers to understand their needs and goals. Once these are identified, CS teams can provide the necessary resources and support to help customers achieve their desired outcomes.
This requires a deep understanding of the product, its benefits, and its weaknesses.
The Importance of CS
Having a CS department is essential for businesses that want to succeed in the long run. It is much easier and more cost-effective to retain customers than to acquire new ones. In fact, the cost of acquiring new customers can be up to 5 times higher than the cost of retaining already existing ones.
To achieve customer satisfaction, loyalty, retention, and growth, customer success managers need to act as trusted advisors and product ambassadors. They need to understand the customer's definition of success, including their pain points, challenges, goals, and desired business outcomes. They also need to be aware of the customer's fears and doubts when it comes to the product or service being offered.
CS Principles and Saying ‘NO’ to Customers
Delia also discussed the four most relevant principles of CS:
- Active listening
- Proactivity
- Communication & Transparency
- Balance
She also discussed ways of saying 'no' to customer requests when it’s necessary, in such a way that it doesn’t negatively impact your relationship with the client.
About Empathy
One of the key takeaways from the webinar was the importance of empathy in customer success. Empathy involves understanding the customer's perspective and providing a personalized experience that meets their needs. This can be achieved through humanizing conversations and building relationships with customers.
Conclusion
CS is a vital aspect of any business that wants to succeed in the long term. It goes beyond just providing support to customers: it's about ensuring that customers achieve their desired outcomes.
By understanding the basics of CS, the importance of having a CS department, and how to perform a CS job successfully, businesses can improve customer retention and achieve long-term success.
If you’d like to have a deeper understanding of this topic, you can watch here ⬇️ the entire webinar recording:
