Tips for Building a Great Customer Success Team
In case you haven’t noticed, there is a trend of buyers seeking out more customer-centric companies to buy from. Customers want vendors with values similar to theirs and who proactively solve their problems. This approach is invaluable in reducing customer churn and increasing repeat business.
To focus on Customer Success, many businesses have created dedicated teams. At Faye, we feel these teams should comprise people from various backgrounds with service-oriented experience and a knack for connecting with clients.
Here are 5 tips you can use when building your customer success team:
Pick the Right Leader
Start with the right leader, someone who you can trust with the success of your top clients, someone who can quickly interpret customer needs and lead their team to do the same. Next, look for an onboarding specialist who can ensure that customers get the support they need when they first try your product or service.
The onboarding specialist is an educational role that provides your customers with information to get them off to the right start. Lastly, you must build the rest of your team with people who are professional with a delicate touch, and have the extensive product knowledge your clients expect.
Hire the Right People
When looking for applicants for your customer success team, look for players with great people skills. They should be organized, enthusiastic, and patient when dealing with people. If hiring from in-house, look for people with extensive knowledge of your products who are also great problem solvers.
Compensate Your Team Accordingly
Many companies offer bonuses or commissions to their customer success teams because they are critical in accelerating business and revenue targets.
Award your customer success teams with bonuses when they find opportunities to grow your business.
Use Segmentation to assign clients by strengths
Dividing your customers into groups based on similar characteristics is a great way to break things down for your team. Team members can focus on specific segments, and by dividing the labor, they can create more targeted efforts toward each segment.
Furthermore, each group may have its own unique wants and needs, allowing your team members to align their strategies accordingly.
Collect Customer Feedback
Allow your team to evolve and adjust by collecting customer feedback on their performance. By asking the customer directly, your team can find out what they are doing that works and what they are doing that is not working.
You can gauge a customer’s satisfaction with the entire process and their satisfaction with the individual team members that engaged with them. Over time you can refine your team and strategies to increase customer success.
Now that you have your customer success team ready and rearing to go, make sure that they have what they need to do their jobs properly. A customer success tool like a Customer Relationship Management (CRM) platform that organizes client data and shares it across teams will keep all of your team members on the same page.
With a Modern CRM, you can set up:
- Customer profiles – All of their information at your fingertips
- Ticketing – Efficiently triage customer service requests
- Goals – Build metrics and track performance
- Reporting & Analytics – Seek out trends and patterns
- Triggered alerts – Notify your team when activities take place
- Sales funnels – Keep track of your sales and forecast growth
- Workflow Automation – make complicated business processes easier
Give your team tools to ensure that your customers stay happy and your customer success continues to increase.
If you are looking for technology and business process improvement to help you propel your business toward success, contact us today!