Have you ever heard of Customer Success? Maybe you've already seen it in practice, but didn't know that this was the name given to one of the customer retention strategies. Customer Success, or Customer Success in a literal translation, is a strategy that was born with SaaS (Software as a Service) companies with the aim of retaining their customers. After all, it was realized that investing in customer retention is cheaper than trying to attract and sell to new customers. Did you know? Currently 80% of most businesses' revenue is generated by loyal customers who frequently purchase from the company. Something that happens with the most different types of companies, which can occur in restaurants, hotels, markets, among others.
And that's where we see a great opportunity in Customer Success, as it is a strategy that aims to contribute to the customer's success using the product/service itself. Which consequently retains a customer due to their satisfaction. SUPPORT There whatsapp number list are those who say that Customer Success is just support with a nice name, but I'm here to explain to you why that's not quite the case. Unlike support, which addresses problems that come to it, Customer Success tries to anticipate these problems in a way that avoids them. There is a proactive stance that you don't normally see in support.
Neither pre- nor post-sales, Customer Success must be present throughout the customer journey, from implementation and usage guidance to results monitoring and support. Everything always relies on a very important skill in this context: proactivity. The person responsible for CS (Customer Success) is not responsible for solving the problems brought by the customer, he is responsible for anticipating them, for maintaining contact with the customer in order to help and ensure that things are going the right way. If we analyze it, an after-sales person has only a reactive behavior, he will try to solve the problems brought by a customer, as it is one of the only reasons why the customer would seek out the company.
A pre-sales person takes care of observing and ensuring that the best leads will reach the sales team, without worrying about their future path. Customer Success fights for the opposite of all of this, not only to welcome a customer, or try to anticipate the problem, but also to ensure that the lack of success does not occur or goes unnoticed. USER/CLIENT TRAINING Let's say you sell an online tool, it doesn't matter how complete and efficient it is if users don't know how to use it well.