How Communication Defines Customer Success
As the Customer Success Manager here at Percussion, my main goal is to foster the relationships with our customers. Between sales and our Coach to Live program, we lay a really strong foundation for a great relationship—it is my job to ensure that we maintain that level of success.
I wish that I could say that I am about to blow you away with a new school of thought on how to achieve customer success. But, alas, my personal mantra is: No tool or gadget (or even software!) will ever be able to trump good ol’ human interaction in the world of Customer Success. Communication is the secret sauce—even if we can automate some of the processes—and here are the three ingredients:
1. Customer Advocacy
Being the voice of the customer within the organization. While Customer Success is a department that might own the customer satisfaction, customer interactions live in many departments. It’s important for the company as whole to understand each customer’s needs, goals, issues and resolutions.
2. Proactive Communication
It’s really easy to get into a habit of reactive communication and respond only when there is a problem. Proactive communication takes more work, but it’s worth it. It’s reaching out just to check in or letting customers know about new and relevant trends. Make sure they know about new offers and features within the company, especially if it is something they had been waiting for.
3. Closing the Loop
When an issue arises, it’s important to let the customer know that they have been heard, and you are working on a fix. Once the solution is offered, don’t consider it “Case Closed.” It’s important to follow up after the solution is offered and implemented to see if the issue is resolved in a manner that the customer is happy with.
Customer Success really is all about building relationships, and relationships are built on communication. We have all played the “customer” role in one interaction or another, so it’s important to remember the value in being heard and understood. It can be the deciding factor in customer satisfaction.
As Percussion’s Customer Success Manager, Katie works alongside Support, Professional Services and the Sales team as the customer advocate to make sure things are running smoothly. Her background is in Communications and she has over 8 years of experience in Customer Relations. In her free time, Katie enjoys spending time with friends and family, and being outdoors – the 2 months a year that Boston weather permits.