Companies are the most successful when they put the spotlight on customer success and retaining clients over a long period of time. Research shows that acquiring a new customer can be up to five times more expensive than it is to retain one. The success rate of selling to an existing customer is 60-70% compared to 5-20% for a new customer. When it comes to customer success, there is no question as to why companies should focus on retention and make customer success a priority. There are numerous benefits of a long-term customer versus always having to find your next customer and the only way to achieve a strong customer base is customer success.
As a customer success manager, you get the importance and we do, too. To help you achieve success personally and professionally, we’ve come up with a list of 10 must-keep resolutions to set for yourself in 2019.New year, new you? With these #CustomerSuccess tips, you will become a new manager in 2019. Check these must-keep resolutions for 2019 from @kilterly. Click To Tweet
Set recurring meetings with customers to optimize your time.
Some customers could chat with you for days if allowed. Whether you’re one of many or the only customer success manager in your company, it’s likely you’re very busy. Schedule time with each customer in order to better predict where your focus should be each week. Whether it’s a thirty-minute gossip session or you’re helping them work through a problem, each interaction is important.
Learn how to work with big data effectively.
Understanding how to drill down data effectively is a must-have skill for customer success managers. Being able to predict renewals and provide that extra level of service based on the data that exists within your own database is important and will help you make better decisions.
Make time for your own professional development.
Professional development is important. Find a conference to go to this year and make sure to stay on top of different trends with customer success by attending webinars or local meetups.
Learn to predict your customers’ needs before them.
This resolution ties directly into working with big data effectively. Predicting different products that will help your customer before they know they need it will jumpstart renewals and upsells. It’ll also help strengthen the relationship.
Create shared values between you and your customers’ company.
Finding commonalities between both companies keeps the conversation personal and helps your customer relate to the product and how it helps them achieve their goals. For instance, if you have a product that helps university recruiters find interns and you both share the common theme of building tomorrow’s leaders, it’ll be much easier to retain the customer.
Practice patience with your customers.
Everyone has that one customer that is always emailing, texting or calling you about something. When you have a full list of customers to take care of, it can be quite annoying, but remember patience is one of the greatest virtues you can have as a customer success manager.
Use product updates as a way to start an ongoing dialogue.
Generic product updates are often overlooked and not read. When you have new product updates to deliver, try turning it into something relevant to your customer.Make your #customers successful with these resolutions! From setting up regular meetings to understanding big data, you will have a great year in 2019 with these resolutions from @kilterly! Click To Tweet
Connect with customers across multiple channels.
Connect with your customers everywhere they are. If you’re at a conference make sure to make an effort to say hi if you see them. Don’t act like a stranger! Having as many personal touch points as possible is very beneficial in customer success.
Become your customers’ best friend.
Think of who you always turn to when a problem arises. Most likely it’s your best friend. As a customer success manager, become your customers’ best friend. Be there when problems arise and when good things happen. Having this relationship will help increase the longevity of them as your customer.
Spotlight your customers’ successes as much as you can.
Live by the mantra “Your success is their success,” and you’ll go far as a customer success manager. Placing your customer success first will help you go a long way. Do this by highlighting customer successes in your blog, newsletters and different channels. Be involved when good things happen by sending a small congratulatory email or note in the mail to your customer. When you stick to these resolutions, your team will be successful.
What are your 2019 resolutions as a customer success manager? Unsure where to start? Contact us and we can help you make your customers a priority. Looking for more customer success insight? Visit our blog today!