The Importance of Customer Success

Posted on 1/23/14 10:46 AM by Andrea Saez

The success behind a product goes beyond just how good the product is, but how passionate customers are about it. In order to ensure a passionate and outspoken community, you must ensure your customer's success in using your service. Enter the Customer Success team.


What does the Customer Success Team do?

The Success Team is there to teach the customer how to use the product. This includes writing documents, giving webinars, going on-site, giving demos, and providing any additional materials the client may need in order to dive in and learn your product inside out. The Success team will essentially become customer advocates, raising issues on customer experience in order to improve and better the product. 

It is important to note that your customer's success isn't just up to the CS Team alone, it is a joint effort from everyone in the company. From Technical Support, to Marketing, to Design and Development - at the end of the day, a group effort and open communication is part of the magic formula. 

From Customer Success to Customer Evangelists

Move beyond thinking that a client isn't just a client and that they aren't as important as the bigger fish in the pond. The little fish matter! Get to know them, allow them to speak up, listen to their feedback! When you allow a customer to speak up - wheather good or bad - you're allowing their voices to be heard. As your Customer Success Team cheers on and ensures progress for your clients, your clients will in turn become passionate Evangelists. Remember, word of mouth is now reflected on social media - and we all know how posts or comments on social media can spread like wildfire.

What has Amilia done to ensure customer success?

In the last 12 months, our customer satisfaction has gone from 42% to 92%. But how did we do it?

We opened the communication line between our developers and our clients through our Customer Success Team. 

We implemented new help forms, a new Help Center and forums, we give webinars, and we provide our users with relevant and helpful content. Every day we get together for 15 minutes and discuss what is going on, so that we are all on the same page. 

We work in an open-space office. We talk to each other, and most importantly, we all work together as a team to make sure our customers are successful.