‘Customer Success Should Be A Team Sport’ – Forrester
Kate Leggett says, “Customers hold the power in their relationships with businesses. Today, it’s not enough for businesses to deliver products. Customers expect them to deliver outcomes and success.
To do this, businesses must understand who the customer is, what their pain points are in achieving their business goals, and must help them choose the right products to meet their goals. The relationship does not stop there. Businesses must ensure that a new customer is properly onboarded, and is realizing ongoing value from their purchase. Forrester data backs these statements up. 68% want vendors who “understand my business, my problems – and help me solve them.”
This is the mission of customer success teams. They actively manage customers post-purchase, to ensure their ongoing success, with the end goal of reducing churn, increasing customer lifetime value and advocacy – the latter of which influences new sales.
Most businesses pursue this mission by standing up customer success organizations. They use a health score — comprised of financial data, CRM data, product usage data, support cases, customer feedback — to track their customers. However, most company employees interacting with customers don’t have this visibility into a customer’s health which can impact overall relationships”.
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