Customer success is not something you jump in and hope for the best. You must approach your process carefully and create a customer success strategy to guide you and ensure results.
Do you want to start dedicating resources and time to the success of your clients? These simple and easy steps will help your business to improve the relationship with those who buy and use your products.
Defining the customer success journey map
A customer success journey map visualizes all the stages your customers will go through as they interact with your company and products. It shows the needs, attitudes, questions, and interactions they may encounter from their first conversation to purchasing your product or service.
Creating a customer success journey map will help you understand where customers face conflict, identify market opportunities, and predict customer behavior. With these insights, you can effectively improve the customer experience, increase profits, and reach customers at the moment they may upgrade, cancel a subscription, become upset, or experience an experience.
Tradekey.com makes sure to create a customer success journey map in order to reach the desired goals.
Without proper documentation (journey map), it will be difficult for you to manage your customer success process. Your team doesn’t know when they should be contacting customers, and may end up missing key points of contact that could help you secure, retain, impress or annoy customers.
Any department or team may not know what their job is, who to deliver to customers when they reach a certain point in their journey, or even how to get the data they need to serve customers.
Your customer’s onboarding experience can be the difference between coming back and leaving in the first place. It’s important to give them a great experience in the first days, weeks or months of their journey while they’re still getting to know your product.
You will help them see the value of your product and have quick success so that they can maintain confidence in your decision to do business with you. Make sure your account registration and processing process is smooth and painless.
As they go through the onboarding process, use in-app instructions and on-screen tips to educate them about your product’s features and benefits. This will help them understand how to get the most out of each feature and make them feel like they are making progress from day one.
Providing a visual checklist of all the steps they need to take to get the first results with your product and a reward for completion can help customers complete the process faster. Finding and helping when they seem to be struggling to understand the obstacles in their way can also go a long way.
Segment customers based on their behavior, characteristics, definition of success, or how they approach your product. This will help you tailor your onboarding process to focus on their unique needs, create a timely follow-up process, and provide them with a more effective strategy.
Your onboarding process doesn’t end after your customers start using your product successfully. Your next job is to help them unlock the added value of your products and services as long as the relationship lasts.
The more information your customers receive, the more confident they will be in making a purchase, which will increase customer satisfaction and the likelihood that they will return to you in the future.
Your job is to provide this information and provide answers to potential questions before they start asking. Help them understand your business and how you can best position your products for the best results.
Doing so will reduce their trust in customer support, because customers will easily find information about their problems and solve them themselves. As a result, your support staff will spend their time on difficult and infrequent customer complaints and inquiries.
Another thing to consider is how you can provide your customers with the education they need, not just in time, but at the cost of your business. Will you be offering in-person training, virtual workshops, interactive quizzes, one-on-one coaching sessions, triggered email campaigns or website support content to help them get the most out of your product?
To help your customers feel cared for and inspire satisfaction and loyalty throughout their customer lifecycle, you must understand their needs and challenges. Focus on the health of your customers and provide them with valuable information and ongoing support before they need it.