Creating the Customer Success Program
To ensure customers are accomplishing their goals and deriving full value from your products and services, you can build a team that is solely responsible for this objective. Alternatively, you america cell phone number list fold the responsibility into those of your inside sales team.
If you don’t have the resources to build a customer success program internally, or the function does not fit comfortably in your organizational structure, you might want to outsource it.
Elements of a Customer Success Program
An effective way to help your customers to thrive is to have inside salespeople make courtesy calls to them on a regular basis. Let your business’ needs dictate the frequency of those contacts.
Here’s how such customer calls can help businesses:
Problem Resolution
Inside salespeople may discover clients are battling with software glitches, machine malfunctions or late deliveries. They can raise such issues with the departments responsible for them and ensure they are addressed.
You may think these issues fall within the charter of the customer support team. However, while this team may know about them, it’s entirely possible they gave the customer the runaround or only provided a partial fix. This sometimes happens because customer support is often rewarded based on the number of tickets they close out, not for growing customer revenues. This compensation structure may lead them to take a Band-Aid approach. On the other hand, an inside sales group with incentives based on customer growth is more likely to be interested in supporting a long-term healthy customer relationship.
Another scenario is that the client may not have even called your company to voice their concerns. By reaching out, your business can be proactive in resolving issues rather than allowing them to fester.
