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2020 has certainly been a year to remember, whether we’d like to or not. While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. While it may seem impossible that this year is finally coming to an end, now is the time to start looking forward. While 2020 may have been difficult, the lessons learned from this past year will influence customer success strategy and planning for years to come.
CSMs have been dealing with some incredibly intense situations over the past few months, so it makes sense that planning ahead to 2021 might not have been at the top of your to-do list. All customer success teams have, however, been taking notes and identifying where customer experiences – and the numbers associated with these processes – need to improve over the next year.
Whether your team has a few weeks or just a few days to plan for 2021, here are three easy ways to improve your customer success program before the new year:
More than one CSM has had to pivot this year on a customer project, which means that their project management, analyst, and data teams also had to change course. Operating at such a fluctuating pace no doubt opened up ample opportunity to record what was working in a customer success process, what needed improvement, and what needed to be replaced altogether. Taking stock of your current processes can give your team a good jumping-off point heading into 2021.
The account health and sentiment of a customer is no longer the sole responsibility of a customer success manager. Instead, every single department – from marketing to product to finance – should be accountable for ensuring amazing customer experiences. Over the next few weeks, work with your executive team and C-Suite to build a plan for implementing a company-wide customer success strategy.
As 2020 showed us all in the customer success world, numbers and data are everything when it comes to proving value to a customer. If your team is still working with outdated tools that can’t give you the data you need to take back to customers and executives, it’s time to upgrade. Additionally, if your customer information isn’t available whenever, wherever, by anyone who needs it, then your team cannot operate at the highest level. 2021 will be a year where customer success teams will need to prove themselves to customers, and they will need the best tools to help them do so.
There are plenty of things on your to-do list heading into 2021 but setting your customer success team up for a top-notch year should be at the top. With ClientSuccess, customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications.
You can learn more about ClientSuccess with these additional resources:
