Why do I need Customer Success?

Many wonder how Customer Success can help your company increase revenue through customer retention (and consequently reduce churn). But why do companies need to apply Customer Success in the enterprise? Today we are going to show you all the reasons for you to apply CS to your business.

Right off the bat, CS can be done by hiring new customers and expanding the company's number of consumers (it seems like a contradiction, but it will help in the next step). This strategy is quite common at the beginning of implementing Customer Success in companies, expanding the customer network.

To achieve this effect, sales teams use some “hunters” that attract and win new customers, this “hunt” precisely can present some challenges, sales-focused on alternative models, employ service managers to bridge the gap between account managers and operations.

These professionals typically focus on SLA compliance and work as an escalation layer for customers.

This approach also causes some difficulties, particularly in drawing the line between sales and operations. Another obstacle is the multiple contacts that the customer ends up having with your company: sales, operations, support, finance, and marketing.

The next step is to work on their retention, the first step is to stipulate a journey for your customer, to understand the reasons that led them to your company. You can use more metrics to analyze their satisfaction with your business, such as NPS or CSAT.

At this stage, the company's service and support need to be sharp, to guide customers to solve their problems as quickly as possible.

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