As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful.
In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows. Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution.
Regardless of where your team falls in this spectrum, making an informed, educated decision is critical to set your team up for success in the long run. Here are three questions to ask when evaluating customer success software providers:
1. Will this platform help our customers and our CSMs meet both new and long-term goals?
If the last year taught customer success managers anything, it was to be prepared for the unexpected. As you’re evaluating customer success software platforms, keep in mind both long-term and unexpected goals. Your CSMs should be able to track milestones and deliverables against long-term deadlines while also being flexible enough to spin up new projects and to pivot as needed. By tracking customer projects in your new customer success platform, your team should be able to make these decisions effectively and efficiently.
2. Can we use this platform to manage customers throughout their entire account relationship?
Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. As your team is evaluating potential platforms, make sure you understand how this single platform can help manage your accounts throughout their entire customer relationship, from onboarding to renewals. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.
3. Does the platform offer a transparent look at all customer success activities?
And finally, transparency. Customer success teams use a variety of different measurements and industry data points to track success, from engagement rates to NPS scores. Your ideal customer success management platform should provide visibility into all of these data points in a single place while integrating with your product itself for even deeper insights. Additionally, customers, account management teams, and executives alike should have access to these numbers for clear representation across the board.
How ClientSuccess can help your customer success team
With ClientSuccess – a customer success management platform built by account managers for account managers – your team has access to a single software solution that allows for complete visibility across all customer activities, from onboarding to retention to growth.
You can learn more about ClientSuccess with these additional resources: