7-FAQs -Customer-Success-Managers

7 FAQs: Importance of Customer Success Managers

Customer success is a relatively new field when it comes to business strategies. For the proper implementation of the customer success plan, the companies need competent professionals who can balance every step of the process proficiently. But what is the exact work to be done as part of the customer success plan? Every company likes to experiment with different kinds of plans to find something unique to offer to the customers. However, there are certain standards that you need to maintain if you want to stay ahead in the B2B or SaaS based solution industry.

The work of the customer success manager is to ensure that every step of the process is implemented in the way they have been perceived to. It is also true that the needs and requirements of the different clients are unique in nature. They also keep evolving with the passage of time or with the growth of the company. Thus the plans should also be changed automatically. The manager is going to supervise each one of these jobs as required.

Here are some FAQs related to the importance of these managers in the business.

1.What is the job profile of a customer success manager?

The customer success manager is responsible for a variety of roles in the company. Their work ensures that the existing customers are satisfied with the service so that they continue with their long lasting relationship with the company. On the other hand, they also need to ensure that the prospective customers turn into permanent clients for the company. This can be measured with the conversion rate. This means they have to look into both the sales prospect as well as the customer service.

2.Which parameters should the customer success managers look at?

There are several parameters that the managers should look into. All these parameters are data driven. These are known as the customer success metrics. They cover both the qualitative and the quantitative side of the customer satisfaction. Though they might vary from one company to the other, the general common ones are:

  • Net Promoter Score
  • Number of referrals
  • Number of Daily Active Users or Monthly Active Users
  • Retention rate of the clients
  • On-boarding satisfaction parameters
  • Conversion rates
  • Qualitative feedback collection
  • Customer Lifetime Value (CLV)
  • Expansion Revenue
  • Resolution Rate at the first contact

The list can be modified depending on the goals of the organization. However most of them are pretty basic and must be taken into account for the improvement of the customer success plan.

3.What are the different departments that the manager should coordinate with?

As mentioned earlier, the customer success plan involves several departments of the company. Most needed ones in this scenario are sales, finance, data management, product management and customer service. Each of these departments has their own functions. But they should be used to their full potential to ensure that the unique requirements of different customers are met. Taking inputs from the customer experience, the different teams can also strategize their future moves. Last but not the least the customer service should be impeccable if you want to maintain your company’s reputation. Hence the customer success manager should be in constant contact with the customer service department to exchange the required details.

4.What is the role of the customer success manager in the on-boarding process?

The first impression counts a ton in every relationship, especially when it is between the prospective client and the company. Similarly, the on-boarding experience counts as the first impression in the case of product based service. The customer success manager ensures that the new clients in the company have a smooth on-boarding process. Setting up of the product with the customer means not only delivering the product. It also means educating the customer about the functionalities. The specific needs of the clients can be addressed during this phase. Small targets can be set during the on-boarding process itself depending on these specific requirements. All these are taken care of by the customer success manager. Hence the managers should be fluent in their service and communication skills.

5.How can the manager build strong client relationships?

The ultimate goal of the customer success plan is to build strong customer loyalty. This goal can be achieved with tailor made plans for different kinds of clients. The responsibility lies with the customer success manager in this case as well. The manager has to ensure that the goals set during the on-boarding process are being achieved with precision. This will ensure that the clients get satisfied with the product. The client’s initial satisfaction is extremely vital for the business. After using the product for a while, their satisfaction will ensure that they upgrade their service plan to the next level. This will lead to a greater customer base with increased up-selling and cross selling of the product.

6.What is the kind of tools to be used for the data analysis?

Data collection and analysis are important aspects of the customer success plans. Regular surveys with crucial questions are the most commonly used tools. Both qualitative measures and quantitative measures are to be taken for the customer success management. Quantitative measures include scales or ratings for the customer. This is to determine how likely they are to continue with your service. The other detailed qualitative measures highlight the areas which the customers expect to be improved. These tools should be used to the advantage of the company so that they can deliver the desired outcome.

7.Can you outsource your customer success manager?

Definitely yes! Not only can you outsource your customer success manager, but also your entire customer success team. Experienced professionals with domain knowledge are outsourced from the leading companies offering these services. Even if you want your in-house staff to deal with this department, you can get their customer success training services. These services are usually offered by the companies who have been in the industry for more than a decade now. Research the good companies to get a quote.

What duties do you expect from the customer success managers in your company? Let us know in the comment section below. For any queries, write them below and we will get back to you if they are relevant. For more updates, please subscribe to our blog and follow us on our social media handles.

 

 

 

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