2023年5月12日

贴在作为解决方案的一部分,评审专家的见解首轮的贡献文章通过在企业软件行业专家categories-Marina雷曼,客户成功主管神庙,概述了一些关键策略公司可以使用平衡技术与人类接触来提高整体客户成功。这已经不是什么秘密,客户是业务的最重要的事情之一,因为没有他们,成功是不可能的。将近三分之二的企业说提高客户成功是一个优先级。然而,几乎所有的这些公司依靠人工智能在至少一个函数从2020年的只有50%。当然,人工智能是一个重要的工具,企业规模和成长。但有一个顶级残雪团队,必须有人情味。下面有一些方法把科技融入残雪部门同时保持个人。创建接触点,超出了上线,确保长期客户幸福,你需要良好的开端。这意味着保持一致的接触点超出最初的上线时间。与客户经常保持联系通过平台如松弛或团队在客户端和讨论新发展公司,提醒客户现有的工作流和最佳实践,并提供培训即将到来的功能不仅确保客户知道你还想他们,但也会导致增销和交叉销售机会。 Use Client Segmentation to Achieve Scale As your business grows, it can become challenging to maintain consistent touchpoints with every single client. However, client segmentation techniques can allow customer success teams to scale their business while keeping touchpoints active with designated clients. For example, clients that fall into a high touch category, like those with a high contract value, will continue to have a frequent and regular cadence of touchpoints with their customer success manager. Clients that fall into a low-touch category, like those with a lower contract value or running a streamlined business that seamlessly integrates the platform with their business, will have regular but less frequent touchpoints. Be Proactive in Identifying Potential Problems Another key to keeping clients happy is proactively identifying and addressing potential problems before they become more significant. Developing a customer satisfaction framework that includes triage options for dissatisfaction reasons can help a company stay ahead of issues and ensure clients stay happy. Engage with API Clients For clients with their own front ends, engagement has historically been automated or low touch. However, this can be a missed opportunity to understand a client’s evolving business that can provide a chance to create upsell opportunities. By proactively engaging with API clients, you can gain valuable insights into their needs and preferences, which can help to improve your product and identify new business opportunities. Gather Feedback Beyond the NPS A net promoter score (NPS) is traditionally derived from a survey given to clients once a particular milestone has been achieved. However, relying solely on the NPS, companies miss opportunities to get feedback sooner. The feedback received from an NPS survey should never be a surprise. By creating concise pulse surveys specific to each client’s journey, feedback can be gauged in a timely way and provide an opportunity to course correct before launching an official NPS survey. Keeping clients happy is critical to the success of any business. By maintaining consistent touchpoints beyond a go-live period, using client segmentation to scale, identifying and finding solutions to potential problems before they happen, proactively engaging with API clients, and seeking feedback from clients outside of the traditional NPS, customer success teams can build strong relationships with clients with technology while still having a human touch. Tagged