Moving from support to experience for your customers
It’s the new buzz-word on the street, it’s no longer called Customer Support and your company needs to think and approach it differently. Support is still there but it is now a function of your product and fixes product issues.
The relationship with your customer is now handled and owned differently. Customer Experience is best explained as a cognitive, sensory, and behavioural response during all stages of their consumption process including pre-purchase, consumption, and post-purchase stages.
To move from a support styled organisation to an experience based, one you need to understand the foundations of Customer Experinece.
Adoption Program: Adoption is the cornerstone of customer success. If customers do not use your product, they won’t renew or expand.
Health scoring: Systematic track of hot spots and opportunity spots in customer base. Respond proactively to issues, capture expansion opportunities.
Standardised plays: Steps to renew, expand or troubleshoot with customers. Playbooks ensure that you deliver a consistent customer experience and can successfully ramp new customer success managers as your team grows.
Whitespace Identification: Identify expansion opportunities in the customer base. With sales, customer success leaders understand the expansion opportunity, devise strategies to drive expansion leads and revenue.
Data and Triggered Actions: AI driven real time data capture and output. Patterns, new releases or support requests help with the right message at the right time. Data-driven customer success also help teams A-B test their tactics.
Business Impact: Quantify, maximise and expand product impact on customer’s business. Reliably quantify the impact products have on their business pushing customers to innovate and co-create.
Do you need to make the leap? talk to me about how you can implement a true Customer Experience for your business.
LAN Business Consulting 