Customer success is a vital part of startup business success. After all, if your customers can fulfill their goals, they are more likely to stick with you longer. And this can help your business grow further.
However, one challenge here is that customers might view success differently from each other. And they would want to achieve that success in the way they prefer. Because of this, you would need to provide a greater level of personalization for them. But how do you make that happen? Let’s dive in and find out.
Why Personalization Matters In Customer Success
To better appreciate the work done in providing personalized customer success, you should know what it offers. These are some key benefits you would want to pay attention to.
Creating A More Tailor-Fit Customer Experience
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As we have already said, customers are savvier these days. And they want to get the most out of the products they get for specific needs. A personalized customer success strategy helps you and them to achieve that. It also lets them jump into your product faster. From there, they will be able to achieve their goals faster.
Working Smarter With The Customer
For your part, a personalized customer success strategy helps you better serve the customer. With it, you don’t have to go through lengthy guesswork about engaging with them. Instead, you come in there ready to help them. That also means that your service team can better do the assigned task.
Providing More Value For Both Parties
Ultimately, a more personalized customer success strategy can give both sides more. Your customers get more from their purchases, while you can earn more from them. This mutual increase in value will encourage you to pursue a long-term relationship.
How Your Startup Business Can Bring Personalized Customer Success
As you already know, customer success is an offshoot of customer service. Thus, the journey to personalization begins with the latter. Here, you should provide different means right from the get-go.
Learning More About Your Startup Business Customers
An important aspect of personalization is knowing your customers more. Thus, you have likely done considerable research before engaging customers. But don’t think that’s the end of it.
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While the initial research will help you segment customers, personalization requires you to get deeper. Once you begin to engage them directly, you want to get more information about them. For instance, you can learn about things like their interests and hobbies during the initial interviews. That helps you better tailor the succeeding engagements to them.
It is also worth noting that your customers are not static. They can change as time goes by. Thus, you would want to continue the research work well beyond the initial engagements. Find out if they have changed their views from that initial engagement. When meeting them again, you will be better prepared for those changes.
Creating A Better Handover From Sales To Customer Success
Often, you might think that a successful customer interaction ends with a purchase. But you would be mistaken. That is just the beginning of it. To achieve greater customer success, your startup business needs to deliver excellent after-sales service. And for that, the handover from the sales department to the customer team.
Image from Lucidchart.
Here, the key is ensuring that the latter gets all the information they need about the customer they are engaging with. As such, you should have an open line of communication between the two departments. You should also encourage exchanges between the two sides.
For instance, the sales department gives the customer success department the initial information it has gathered. On the other hand, the customer success team can send back observations and insights from their engagement with the customers. This back-and-forth helps both sides refine their personalization strategies.
Doing Automation
It might seem counterintuitive since we are all about customizing the customer experience. But automation can indeed help you deliver a more personalized customer success strategy. It does that by making it easier for you and your team to go through each interaction. With that, you can focus more on delivering the bulk of the service your customer expects.
Image from Aircall.
Of course, the question here is what tasks you should be automating. Most common of these is tracking the repeated actions of your customers like clicks and site visits. You might also want to automate their initial conversations with your brand. That lessens the success team’s workload and lets them focus on more in-depth encounters.
Nurturing Your Startup Business Customers The Right Way
One last thing you need to know is that delivering more personalized customer success doesn’t end with you giving what customers exactly want. Once you have done that, the next challenge is nurturing the customer so they get the most out of your product.
As is with other aspects of the strategy, this nurturing plan should also be tailor-fit to the specific customer. In this situation, you might need to assign a dedicated success agent to help that customer. Of course, with several dozen customers under the program, that can be harder to fulfill.
This is where we at Virtua Solutions come in. Our customer success agents are ready to get in with more in-depth customer engagements. When you assign us to a specific customer, we will determine the best strategy for them. Here, we understand that your customer can change during the duration of their engagement with you.
Our team will help you here by adapting our strategies to these changes. We can also devise new approaches that would better connect you to customers. Our agents will also help customers discover more ways to use your products to the fullest.
Get Up Close And Personal And Help Your Startup Business Customers Succeed.
Personalizing customer success is by no means a one-off effort. Your startup company will need to be always ready to reach out and guide a customer whoever they are and whatever they need. Virtua Solutions is always ready to help you help them. Contact us today and let’s make it happen.