What is the benefit of Customer Success for
One of the most important responsibilities of a CSM is to anticipate potential problems before they occur. The client may not know that something went wrong, but the manager will definitely notice it. For example, a manager checks the project settings and sees that the client has not enabled missed call notifications. And this can lead to the loss of calls, therefore, to the loss of profit for the client. In such a case, CSM promptly notifies the user and fixes the problem. Other non-obvious signals of a problem are a drop in the number of calls, an increase in the percentage of missed calls, the appearance of strange phone calls, as in the example below: "Book of complaints and suggestions" The Customer Success Manager analyzes controversial points, questions and suggestions from customers for improving the service.In many companies, decisions about the development of updates jewelry retouch service are made based on this information. In this way, the service can meet the user's needs to a greater extent.the client: "his" person in the company, who is ready to devote maximum time and attention; search for individual approaches and solutions; early response to possible problems. All these actions are aimed at making the client feel cared for by the service and understand that he is working in tandem with his representatives. And, of course, he received the maximum profit, remaining a regular customer. This is especially relevant for SaaS, because such services usually work on a subscription basis, so it is important not to sell the product once, but to retain the client. But this is only one side of the coin that only the user sees.
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The existence of the company depends on how satisfied the customers are with the product. Therefore, Customer Success constantly monitors metrics that reflect the level of customer satisfaction. CSM uses special Customer Success and NPS platforms to measure user loyalty. For example, Ringostat has Planhat and Satismeter . Below is an example of project statistics from such a platform with key indicators: The following metrics are tracked with their help. Lifetime Value is a life cycle. This is the time during which the user interacts with the service, as well as the amount of profit that the company will receive during the life cycle. The indicator allows you to calculate how much the company can spend on attracting new customers in the future.
感恩无私的分享与奉献 :) 真是难得给力的帖子啊。 顶起
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