What is the objective and main challenges of customer success?
Posted: Mon Jan 20, 2025 9:50 am
But it was in 2005, with the founding of Salesforce, that customer success gained relevance. It is with the SaaS business model that concerns such as customer satisfaction become even greater.
A company that sells a recurring service needs strategies to satisfy the needs of its audience. Adding customer success to the company's methodology ensures switzerland phone numbers the delivery of value that shows that the relationship between brand and customer does not end with the signing of the contract: in fact, it is there that a new story begins to be written.
Customer success was developed to meet the needs of SaaS companies. They noticed that after attracting customers, it was difficult to keep them in the base. For this reason, the strategy was implemented in organizations, aiming to retain those who were already in the portfolio and maintain the brand's profitability.
The great thing about customer success is to make the customer realize that only your product or service is the best solution for their problems. However, to completely solve them, they must use it until the end, that way, they can enjoy 100% of all the advantages that only your brand can offer.
In addition, customer success aims to overcome 4 challenges:
Delivering value – investing in team qualifications is the first step to ensuring an unforgettable customer experience from the first contact.
Customer engagement – this stage requires great care as it is the moment in which the customer remains in expectation of what was promised by the seller and the reality of using the product or service.
Understanding the customer's real needs – observing the entire path taken by the customer, analyzing their trajectory and looking for ways to match what they expect from your brand with what the company can offer.
Offer differentiated support – when it comes to customer success, many people associate it with customer service or customer support. It is not both, but that does not mean that it is not possible to add both services to the strategy, which goes far beyond these two tools.
A company that sells a recurring service needs strategies to satisfy the needs of its audience. Adding customer success to the company's methodology ensures switzerland phone numbers the delivery of value that shows that the relationship between brand and customer does not end with the signing of the contract: in fact, it is there that a new story begins to be written.
Customer success was developed to meet the needs of SaaS companies. They noticed that after attracting customers, it was difficult to keep them in the base. For this reason, the strategy was implemented in organizations, aiming to retain those who were already in the portfolio and maintain the brand's profitability.
The great thing about customer success is to make the customer realize that only your product or service is the best solution for their problems. However, to completely solve them, they must use it until the end, that way, they can enjoy 100% of all the advantages that only your brand can offer.
In addition, customer success aims to overcome 4 challenges:
Delivering value – investing in team qualifications is the first step to ensuring an unforgettable customer experience from the first contact.
Customer engagement – this stage requires great care as it is the moment in which the customer remains in expectation of what was promised by the seller and the reality of using the product or service.
Understanding the customer's real needs – observing the entire path taken by the customer, analyzing their trajectory and looking for ways to match what they expect from your brand with what the company can offer.
Offer differentiated support – when it comes to customer success, many people associate it with customer service or customer support. It is not both, but that does not mean that it is not possible to add both services to the strategy, which goes far beyond these two tools.