Customer Success is the activity of supporting customers to get the most value from products and services . The purpose is to help customers achieve their goals in the long term and build strong relationships of trust.
In recent years, many companies have been paying attention to customer success because improving customer retention rates and maximizing customer lifetime value (LTV) are necessary for sustainable growth.
So how can you ensure effective customer success?
I believe that data-driven measures are necessary.
In this article, we will explain how to use data to improve customer engagement, from customer success analysis to utilization.
For those who work in customer success or want to get started
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What is Customer Success?
Customer Success is about helping customers achieve their goals using your products and services .
It’s more than just customer support; it’s about actively supporting your success.
Customer success initiatives include:
Customer implementation support
training
consulting
Collecting and analyzing feedback
By ensuring customer success, you can expect poland whatsapp number data to see benefits such as increased satisfaction, increased follow-up and related product purchases, and reduced churn rates.
The Importance of Analytics in Customer Success
Customer success relies on leveraging customer data to understand customer behavior and satisfaction and take appropriate action.
This is why data-driven decision-making is essential .
Furthermore, by using techniques such as customer segmentation and predictive modeling, it is possible to promote PDCA that is tailored to customer behavior.
Data Analysis Basics
Collection and management of customer data
To begin analysis from the perspective of customer success, it is essential to first collect customer data . It is important to consolidate information author name: gfhyjui obtained from various touchpoints with customers in one place and organize it in a form that is easy to analyze .
The Customer Data we collect falls into three main categories:
Demographic data: Customer attributes such as age, gender, address, etc.
Behavioral data: Product usage, purchase history, etc.
Support data: inquiry details and response history
By collecting this data and understanding phone number thailand the complete picture of your customers, you can combine and analyze the data according to your purpose and use it in your initiatives.
In this case, using a CRM system or data warehouse is effective for collecting and managing data.
By implementing a CRM system, you can centrally manage customer data that is scattered across departments such as sales, marketing, and customer support.
