We are pleased to have you working with us.
We @ company look forward to see you grow and develop into an outstanding employee that exhibits a high level of care, concern and compassion for others. We hope that you will find your work to be rewarding, challenging and meaningful.
We will expect your best each day and we are also concerned about your development @ company.
The keys to your success will be being dependable, reliable... and following the policies and procedures. While doing these things, you will be successful, and so will the company.
Looking forward to see you grow as a professional.
Welcome once again!!!
In the next few hours, you will be going through a few modules where you will be learning more about the company, its product and the space of CSM.
In this Module, you will find four lessons. Each lesson covers a brief about the company history, strategies, and functions. You will also learn about the Customer Success Management space and a little more about CRM space.
By the end of this lesson, you will be able to
Understand Customer Success Management (CSM)
Understand the need for CSM
Know where our company stands in this space of CS
What is Customer Success Management?
Customer Success Management
The success of your business is inherently intertwined with the success of your customer. If customers succeed using your product, they’ll continue using your product, and thus, your business will succeed. At it’s core, that’s what Customer Success is all about: ensuring your customers achieve their desired outcome while using your product. Of course, pulling that off requires people, processes, and—most importantly—data.
Customer Success is about a business being proactive, while customer service is about being reactive.
Customers have problems, so they submit tickets, send emails, and make phone calls. Hopefully, the service or support team resolves those problems, and customers continue on their merry way. That’s customer service. It’s focused on the case-by-case and the here-and-now.
Account Management is a dated concept. Account managers woo dissatisfied customers and handle problems as they arise. Like customer service, it focuses too heavily on case-by-case interactions, and it’s still very much like customer service: reactive. Additionally, the account management mindset is different than Customer Success. It’s all in the name: account managers manage accounts—the money coming in—not the success of the customer who has the account.
Customer Success is the successor of account management. It pinpoints problems—and opportunities—before they happen. Furthermore, Customer Success informs strategy; it helps businesses better understand the customer experience and lifecycle, so that they can improve it. Furthermore, Customer Success team members truly focus on the customer and how that customer can succeed. It’s a mindset shift that reaps big rewards.