How Not To – Stop Short of Being Awesome – with your Customer Success

 How Not To – Stop Short of Being Awesome – with your Customer Success
(Image credits – changinglivesonline)

   

The just concluded Dreamforce 2014 was one of the eagerly waited events for the B2B subscription economy. And it had Customer Success written all over it. There is no question about the fact that paying attention to customer success is a must-do for any company to become successful in the subscription economy.

   

But Customer Success is not a new concept. It has existed every since the existence of doing business. What is new though is the availability of data and visibility on a real-time basis, to know if the customer is engaging with your product/services. Thus giving us the golden opportunity to work with the customer and ensure that they are successful. That’s a big deal.

   

I am a big fan of Lincoln Murphy. Lincoln is one of the most popular faces of SaaS and Customer Success. He talks in detail about what is customer success, and the  20 things you can do to ensure customer success. I would add an important step post making your customer a success. I would recommend you to “write home about your customer success” .

   

Yes. Document your Customer Success Story !

   

It can be a long copy or just a short one. Either ways, I would go to the extent of saying that every customer success should be followed by a customer success story. Yes. It is a big deal to to have a successful customer, and it is definitely worth writing home about it for the following 3 reasons:

   

3 Big Reasons for having a Customer Success Story

   

1. Customer success story helps you to showcase credibility and Social Proof.

Social Proof is big deal. It is one of the top must-haves that a buyer looks for before thinking about doing business with you.  It is an awesome marketing opportunity.

   

2. Customer success story helps you to celebrate and showcase your customer.

It is an opportunity to thank and promote the people at the customer side who made it possible.

   

3. Customer success story helps to recognize and motivate your teams.

It is an opportunity to thank and promote the people at your end that made it possible.

   

Net-Net – Customer success story helps you to multiply your customer success.

By promoting each of your customer’s success you are creating an opportunity to create many more such customer successes. Therefore do not forget to document your customer success stories, and do promote them internally, as well as externally.

Also see my earlier article on writing and promoting success stories –  How to Convert your (Ordinary) Case Studies & Customer Success Stories into a Selling Machine (w/ 5 Examples)

What has been your experience ? Please share by commenting

   

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