What is customer success and why is it important?

shikapatho

Companies are very concerned about attracting and winning new audiences, and although this deserves attention, it is even more important to retain and retain customers, after all, this task is less costly than trying to reach people who do not yet know your product or service.

To this end, there is the concept of customer success . By knowing it and understanding its meaning, it is possible to change the way your company practices after-sales.

What is customer success?
The term customer success is translated as customer success and, although it is a strategy that appeared with Software as a Service (Saas) companies, it can be applied in various market  whatsapp database segments with the necessary adaptations.

What’s more, customer success is also business success. After all, the strategy aims to retain customers and, thus, generate more revenue through upsell or crossell.

To this end, the team must be prepared to carry out after-sales, but not just with customer service or support functions. You need to go further, make the customer the priority, ensure that they continue purchasing your products and services and recommending your company to friends and family.

In B2B markets, the company may have a department solely focused on customer success, providing an exclusive specialist for each company. This way, you guarantee customer satisfaction, with personalized service and can help them closely to resolve their demands.

The importance of customer success
Increasing revenue is one of the inherent objectives of all companies, and to achieve this, it is necessary to make sales constantly and with customer success this is possible.



Customer retention and loyalty
Customer success helps retain and build customer loyalty, as it works with a focus on post-sales actions . Furthermore, market indicators estimate that it is seven times more expensive to acquire a new customer.

Thus, the investment and effort intended for a single consumer can be reversed in retaining seven. Therefore, anyone who thinks that the best thing to do is just increase your customer list is mistaken.

But, what are after-sales actions? Think you've signed up for a license to use a piece of software, but you're having trouble achieving your goals. The success department will get in touch and ask whether your demands are being met, how the company can help you, etc.

In customer success, the customer does not need to go looking for support, they anticipate it to ensure maximum satisfaction.