No matter how much time passes, one reality is practically the same for all businesses: acquiring a new customer takes longer and is more costly in financial terms than keeping the ones you already have.
Considered a loyalty strategy, Customer Success emerged with the goal of keeping customers for longer. In addition to presenting lower costs, it can significantly contribute to increasing business revenue.
It basically seeks to ensure that your customer has achieved the objective they wanted when purchasing your product or hiring your service. The solution that your company delivers solves their problems and thus they feel motivated to continue doing business with you.
According to content published on the Rock Content blog , Lincoln Murphy – a success-oriented growth consultant – not only created the concept (or operational philosophy), but has also applied it to several companies […]. In his definition, Customer Success is when the customer achieves the desired result through interactions with your company .
It is important to mention that when we talk about this strategy, it does not involve the customer service and sales areas. It should correspond to a set of efforts aimed at providing each customer with success argentina whatsapp data through your product or service.
Another interesting aspect of CS is that it initially expanded within SAAS companies, where their professionals realized that they should not only teach how to use technologies, but also how to obtain good results with them.
A successful customer begins to be formed during the qualification for the sale, going through the sale itself and arriving at the after-sales and this cycle never ends!
Customer Success also aims to transform the work done within the after-sales service, but these two have some differences between them. According to content published on the Superlógica blog , the aspects that differentiate them are:
Customer Success: Goes after the customer and tries to find out if there are any difficulties
After-sales: the customer gets in touch to ask questions
Customer Success: serves few customers and maintains close relationships with each one
After-sales: serves several customers and does not establish close contact
Customer Success: understands the product/service and knows the customer's area of activity
After-sales: service focused on the product/service that was sold.