As they say, a successful customer is a happy customer. But the definition of that success can be a surprisingly dynamic one. And companies need to keep up with that to help their customer better. So, let’s look at what customer success will look like in 2024 and how you best deliver it to your patrons.
The Increase In Customer Expectations For Success
The first challenge your customer success team has to be ready for in 2024 is the increasing expectations. Of course, customer expectations seem to grow every year. However, 2024 is a culmination of the developments in the last few years.
Image from Customer Experience Insights.
One of the expectations here is the increase in proactive services. With customers dealing with restrictions in the last couple of years, they like it when a company goes out of its way to bring these to them early. And with everything returning to normal, they still want that amenity.
Thus, companies should be ready to meet these new expectations. Here, the challenge lies in the fact that higher expectations might require more to fulfill. They might find themselves in a tight spot on how to make it happen.
Delivering On These Expectations
Companies should equip their customer success teams with the necessary business consulting skills. These would include skills like:
- Business process assessment
- Change management
- Digital transformation best practices
- Organization structure optimization
By incorporating these skills into your customer success efforts, you can better guide the departments directly involved in the CS effort.
However, you might not always readily have access to these skills. Virtua Solutions can help you here by providing an expert customer success team that can cover these areas. We can also facilitate other relevant processes that help meet customer expectations.
The Growth Of Personalized Customer Success
For the most part, your customer success strategy is often a generalized one you apply to all customers. However, people are increasingly clamoring for efforts that more closely fit with their personal definition of success. After all, they believe this would be the best way to enjoy your service.
Image from Aircall.
Of course, the challenge here is that each person has their own definition of success. That can make it difficult for you to fulfill their wants. With that, you need to find a way to create a more effective way to achieve personalization in this field.
Delivering A Personalized Customer Success Story
The most vital element of being able to deliver personalized success to your customers is their data. Here, you want enough data to give you a clearer picture of that success. Zero-party and first-party data, in particular, are essential since the customer gives these directly to you. With that, you become more confident in what they say about them.
Of course, getting these types of data requires a much more meticulous approach. After all, you need to convince not just to part with it, but also give the ones that really matter. Interestingly, your current customer success strategy will play a vital role here., If your CS strategy is already effective, customers would be more than willing to give their data to you to get more of that service.
Virtua Solutions can lend you a hand in this data-gathering effort. Our service agents are adept at engaging with customers more empathically. With our help, they become more comfortable with your brand and are willing to share insights with you.
New Customer Success Technologies
Tech also plays a role in how well your customer success team can deliver its promise. And 2024 is packed with new tools you should try out. Artificial intelligence is one new tool that would be at the forefront of the revolution.
AI can play a wide variety of roles in the customer success effort. The first is using such tools for predictive analytics. Combining them with the above zero-party and first-party data, you can better model customer behavior and determine the best path to their success. That can also be useful for predicting potential shifts in future behavior.
Image from Villanova University.
AI can also be an invaluable tool on the customer-facing side. With it, your CS team can quickly develop real-time solutions for immediate customer concerns. And these aren’t just your run-of-the-mill approaches. AI can help your team think out of the box and create approaches that better match your customers’ success goals.
Another technology that you would want to use more for customer success this 2024 is big data. The tech opens a lot of potential for your CS team. One of these is being able to create better customer personas. With that, you can create a more tailored service for them. You can also provide a more effective proactive service.
Harnessing The Technology Right
Having these tools alone is not enough to deliver the success your customers are looking forward to. To make that happen, you need to bring everything together. That is where creating a customer success technology suite comes into play.
As the name says, the suite contains all the tech and tools you will need to assist customers. Since each customer has a different path to success, your technology suite should be readily adaptable. Consider which types of tech will give you all that adaptability.
Your team should also be adept at using all these techs. Virtua Solutions can help you here by providing that team. Our agents are experts in handling different tech suites and will help your customers get more from them.
Make 2024 A Successful Year For Your Customers
2024 definitely looks bright with all the business and e-commerce trends. And you should be ready to use everything to help your customers succeed. We at Virtua Solutions are here to help you. Contact us today to discover more.