Scaling Customer Success

Customer Success and Experience teams work tirelessly to build quality relationships and engage directly with their clients. But with customer satisfaction expectations at an all-time high, the pressure is on to leverage new strategies that increase adoption, retention, and expansion. In fact, according to Salesforce, 80% of customers say the experience a company provides is as important as its products and services.

The bottom line is customer success teams MUST have the ability to engage clients on a personal level and in a timely fashion. And what better way to do so than with professionally produced and personalized content that speaks directly to customer pain points and goals? Leveraging a platform like Spark can help by allowing customer success professionals to customize video, webinar, and podcast content with their best asset – themselves! Even more, Spark serves up your ideal content for their next outreach, enabling highly personalized content at scale. Over time, you can hone your message based on what’s working and what’s not.

Use these quick tips to help scale customer success at your organization:

Connect the Dots

Connecting the dots between the customer’s journey, your services, and your shared business goals will provide a holistic view and help you add more value at each customer touchpoint. By mapping your customer’s journey and aligning that information with the technology and solutions you provide, you’re able to:

  • Increase value-based customer interactions. 
  • Better help customers achieve their desired business outcomes throughout the entire life cycle.

Combine Forces

News flash – it’s time to break down the walls between traditionally siloed sales, marketing, and customer success teams. At the end of the day, customers really only care about achieving business outcomes. Empowering salespeople and marketers to align their activities with customer success goals (like adoption, retention, and expansion) helps alleviate friction and misunderstandings around who owns the client relationship. Organizations that effectively combine sales, marketing, and CS functions, to work together towards the shared goal of helping customers achieve their desired outcomes, are able to scale cohesively while keeping everyone on the same page.

Leverage Technology

The ability to automate manual processes, increase productivity, and provide a seamless experience is critical to scaling customer success. And marketing automation tools, including TCMAs, can do a lot of the heavy lifting. The key is to give customer success teams the technology and resources to educate and support customers through tailored multimedia and automation that can be easily personalized and shared. Making customer success interactions more efficient and compelling by providing customizable content like videos, podcasts, webinars, and eBooks is an excellent place to start. 

Want to learn more about how Spark Your Channel helps customer success professionals do more? Let’s talk!