You know that customer success is important. With the right team in place, you can gain valuable insights about what your customers want, refine your processes to meet your customers’ needs, and secure important value realization metrics that can inform you on how your current strategies are working with users of your products and services.
Do you know how to build that killer customer success team from the ground up, though? If you’re new to the game and looking to establish a customer success team that’s capable of fulfilling the role you need for your business, you’ll need to make sure you have the following three elements in place before you start. Here’s what you need to know.
You Need The Right Talent
A customer success team is nothing without the right people in place. In part, this means having people in the right roles. Your customer success team needs to have it’s generalist, front line workers, of course, but it also needs to have individuals with specialized technical skills, leadership, management, etc. if you want to have a proper team dynamic.
Remember that it’s not strictly about the roles, though, and you also need to make sure you have the right people filling those roles. Your general customer success employees, for instance, will need to have excellent multitasking skills, along with some skills with your product/service and an ability to work on the ground-level with customers and in the moment.
Specialized roles on the customer success team should have those specialized skills — technical know-how and the like — and your management/leadership positions need to be filled by those who are comfortable delegating responsibilities while working proactively with customers to solve current issues and anticipate future ones.
You Need The Right Tools
Even with the best set of hires, your customer success team will get very little done if they don’t have the right tools to complete their jobs. What those tools are may vary based upon your specific industry, but there’s little doubt they’re going to need to keep track of multitudinous customer interactions, which means that, at the least, you’re going to need a CRM solution.
More specifically, though, customer success management software is something you’ll want to look at. These solutions give your team a dedicated platform for establishing and monitoring relationships, tracking KPIs, keeping an eye on potential issues, etc.
You Need To Have Communication
Imagine you have a customer success team that has to keep their findings, challenges, and useful knowledge all to themselves? Doesn’t sound like it would be much benefit for your team, so in addition to the right tools and right talent, you need to make sure that your customer success team has a way to communicate effectively with the rest of your business.
Encourage interplay between customer success and other departments, and it will allow them to resolve customer issues more efficiently while also supplying the rest of your company with vital information about the customer and your offerings that will help you improve down the line.