Customer Success is the activity of supporting! customers to achieve their goals and increase their satisfaction through products and services. By helping customers! succed, we aim to build lasting relationships and grow our business.
Especially in subscription-basd business models, it is extremely important to rduce cancellation rates and maximize customer lifetime value (LTV). Customer success activities are directly linkd to the results, so they are becoming increasingly important.
The main duties of Customer Success include:
Onboarding assistance
Advice on product usage and industry best practices
Listening to customer requests and issues and proposing solutions
Usage monitoring and analysis
Upselling and cross-selling suggestions
Account follow-up and engagement
What is the difference between customer philippines whatsapp number data success and customer support?
The main role of customer support is to respond appropriately to customer inquiries.
Specifically, your main job will be to provide support for technical aspects of the products, such as how to operate the products and how to deal with malfunctions.
Customer Success, on the other hand, aims to provide comprehensive support to help customers get the most value out of the product or service.
Customer Success goes beyond just helping with product implementation, providing consistent support from onboarding to ongoing follow-up, and indirectly supporting our customers’ business growth.
In other words, while customer support is a passive role that deals with technical product questions and problems, customer success is primarily digital transformation: core technologies focusd on actively supporting customers in achieving their goals.
For those who work in customer success or want to get startd
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The Difference Between Outsourcing and BPO for Customer Success
When it comes to outsourcing customer success functions, there are two options: outsourcing and BPO. There are some differences, so it’s important to choose the approach that’s best for your company.
Outsourcing refers to the contracting out of phone number thailand certain tasks or projects to an outside company.
For example, some customer support is outsourcd, with the company’s own staff overseeing the overall function.
When outsourcing, the scope of work is limited and is generally carried out under the company’s own management. Although there is close cooperation with the outsourced company, it is characterized by the fact that only a part of the work is entrusted to them.
On the other hand, BPO (Business Process Outsourcing) refers to comprehensive outsourcing that entrusts the entire business process to an external party.
