[Tutorial] The ultimate Guide to Build a Successful Customer Success process

Now we have started another year but the customers are still demanding your attention, a customer-centered business culture is now, more than ever, a requirement. Offering decent customer service isn’t enough anymore. Customers need to be provided with a personalized service that is completely focused on their needs. 

Context

The focus on customer acquisition has now shifted towards customer retention. As Lincoln Murphy has said, “the majority of revenue from your relationship with a customer happens post-sale”, and that is where Customer Success comes in. 

Generating constant value to your customers will make them successful, which in return will make you successful too, to the extent that 90% of the revenue is within Customer Success.

In order to achieve customer success, you need to develop a great onboarding structure and boost your user retention rates.

Build your ONBOARDING

 

If you’re asking yourself if first impressions matter, let me tell you something: the first impression is everything for a SaaS. 

Design a process to get your new users up and running in no time, dumping them into your product and hoping that they figure it out is a recipe for disaster (and a very high churn rate).

Your onboarding process, the first step of your customers’ journey to achieving their goals, has a very big impact on your retention rate, as well as your revenue. 

Let’s talk about some practices that will help you turn your onboarding process from decent to excellent:

#1  Design multiple and flexible onboarding journeys

Some customers have different definitions of success compared to others, so they will find more or less value in each feature your product offers depending on that. 

A great onboarding strategy needs to be aligned with your customers’ goals. Educate them and help them make the most of those features that will give them the most value. Create different workflows with personalized emails and auto-messages for each group of customers.

It’s also crucial to not force users into completing an onboarding experience. Some users are more hands-on and will want to experiment with your product on their own. 

 → Create different workflows for different groups of customers with FROGED auto-messages and behavioral emails 

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