Do frequent CSAT and NPS surveys to monitor the responses and take corrective actions. CSMs can also use a back-end procedure to keep track of what they’ve already given customers to avoid redundancy. CSMs can come up with extremely inventive ways to aha consumers, from free gifts to special invitations to product upgrades, thanks to back-end documentation and information exchange procedure. While no two customer accounts are identical, many CSMs have been in similar situations and are willing to exchange information and ideas. Come up with innovative and effective ways to aha your customers.įinding innovative and effective ways to impress customers. Conducting scaled Quarterly Business Review (QBR) meetings to discuss the hits and misses. Reconnecting to the goals and seeing where they are. Frequent sales checking to see how they are doing. Sending product release notes and checking whether the customers have gone through it. Inviting customers to webinars and events. Prescriptive and training recommendations based on usage. Engagement and enthusiasm go hand-in-hand with learning and professionalism when personalization and giving aha moments to customers are part of your onboarding process rather than an add-on or extra. Aha moments are what break up the monotony and give customers the personalized touch they crave. Processes can make customer encounters with a CSM or onboarding team feel rote and robotic, as we noted earlier. Personalizing consumer engagement, dialogue, and collaboration. Customizing Customer Engagement, Conversation, and Collaboration Instead, customer success teams can set up a system for measuring and grading client accounts to see if they’re ready for an aha moment (such as a free service or gift) and what the ROI will be. While this is undoubtedly true and clearly an ideal situation, it is neither scalable nor financially viable, particularly for growing teams. Using analytics to determine what constitutes an “aha moment.” Every customer would be their number one customer if CSMs had their way, and they all deserve aha moments. Three Customer Success aha Process Creation Examples: 1. CSMs can proceed through the steps of a process while seeking for ‘aha potential’ to focus on, rather than automated going through the motions and checking boxes with a customer because that is what the procedure says you to do. It all boils down to designing these procedures around aha moments. While processes and procedures may appear to be the polar opposites of aha moments, they can also serve as a catalyst for creating and maintaining them. How processes can aid in the creation of “aha” moments It’s all part of a company’s customer-centric culture and dedication to quality. Creating aha moments for customers is more than a customer success manager’s job description (CSM). An aha moment can result in a client referral, account renewal, or even an unprompted endorsement from a customer’s CEO. It could be as simple as mailing them a ‘just because’ customer appreciation gift or providing them with a free additional service.Īha moments are what make regular consumers become top clients. An aha moment is one in which you go above and beyond. This does not imply joining a conference call a few minutes early. So, how do customer success teams accomplish both goals? The key is to achieve these “aha” moments by utilizing processes.ĭelivering an “aha” moment to a customer entails going the additional mile or going out of your way to express your gratitude and acknowledge the importance of your customer. While these processes are essential for achieving goals and meeting customer milestones, providing exceptional, individualized customer experiences is equally crucial. Some customer success teams struggle with this balancing act. The solution is to drive those ‘aha’ moments with customer success. While these procedures are necessary, they might make the customer engagement process feel sterile and “formulaic” because it is based on a formula. They ensure that nothing important for particular customers falls between the cracks. Many customer success teams rely on a systematic approach to get everything done during the day. Processes are king in the field of customer success.
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