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2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment of customers is now a company-wide initiative for many teams.
With so much focus on customer success, many organizations are looking for new ways to invigorate and streamline their customer success processes. Whether your team is looking to put a new customer success process in place or if you’re ready to take your current processes to the next level, now is the perfect time to take this strategic step forward.
Over the last few months, CSMs and account management teams have been asked to pivot or change directions so many times it is hard to keep straight. With multiple clients dealing with so many different changes and issues, CSMs have had to perform miracles with their workflows and project management tools. This is why our number one tip for building a successful customer success process is that transparency and visibility are foundational elements in any customer success process. The changes aren’t over, and clear organization is more critical now than ever before.
Here are a few reasons why transparency is so important in the customer success process:
More and more customer success teams are doubling-down on their service offerings this year, which means investing in the right tools and resources for your team. With a dedicated customer success management platform like ClientSuccess, CSMs can seamlessly manage customer implementations, projects, and accounts without worrying about confusion or uncertainty.
All customer data is stored in a single place, making it easy to access notes, emails, project plans, next steps, and even customer sentiment data at once. Plus, customer success team leaders can easily see the health of accounts at a single glance for clear accountability.
Ready to learn more? Check out these resources:
