BLOG - How Can Customer Success Help to Create a Seamless Customer Experience?

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Heather Wendt
Heather Wendt HLAdmin, Member Posts: 307 Gain Grow Retain Staff
GGR Staff 5 Likes First Anniversary 5 Insightfuls
edited August 2022 in GGR Cafe

This week, Sruti Satish from CustomerSuccessBox has shared some valuable insights into the direct impact a strong CS team has on customer loyalty, and ultimately, on revenue.

Focusing on three simple steps:

  • Lead with a personal touch instead of tech
  • Be sure you understand the customer well
  • Provide seamless customer success

Although these are well known, Sruti takes things a step further and brings cross-functional team into the picture. She focuses on the top departments that can aid you in ensuring the three steps are well executed:

  1. Marketing - your access to customers can help them create more targeted and applicable campaigns
  2. Sales - their understanding of buyer personas as well as the information they have gained in the sales process are strong foundations for building a relationship with your customers
  3. Product - This is a two-way information share. You have direct feedback on products while they need to let you know about updates and new features
  4. Customer Support - their information can help identify potential issues within product usage

Having information is vital. Having information that directly help you support your customers is invaluable.

READ THE BLOG HERE

After you have had a chance to read the blog, take a few minutes to answer the following questions:

  1. What other teams could you work with to make sure your view of the customer is complete?
  2. Where are the main challenges to having strong cross-collaboration in your organization?
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