Far from a buzzword, customer success is the weapon of choice of IT firms to increase share of wallet, improve customer satisfaction, and decrease churn.
First, customer success is about providing superior service and support. CRM helps companies manage and enhance their support function: effectively manage cases, track activity history, increase agents productivity whilst reducing admin, measure Service Level Agreements (SLA), spot any customer issues early and deal with them before they turn into problems. From multi-channel support to self-service portal and knowledge base, you can truly support your customer the way they prefer.
Customer Success also includes Account Management. CRM can help by providing a clear picture of the firm’s relationships with existing customers, including warranties, service contracts, historical data, subscription status, buying preferences and so on – a 360-degree view of the customer which ensures delivery of the right customer experience. Furthermore, Account management teams can prioritize activity using a Red, Amber, Green system and include customer tiering to support business strategy. When it comes to contract renewal, automation can trigger customer reminders and produce renewal paperwork for a seamless process.
The end result is successful, happy, long term clients.