Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things up in the CSM world.
Advocates are extremely well-versed in the products and solutions they use because they are working in them day in and day out. Because they spend so much time in the product, advocates often start to dictate the strategy of the product lifecycle.
At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship.
The growth of customer advocacy has been a boon for customer success teams for a few reasons. First, it has ushered in a new era of incredible, customer-focused experiences. SaaS consumers now expect – or rather, demand – amazing, hands-on service at every angle, which in turn has introduced customer success as one of the most critical departments in any organization. CSMs are now responsible for much more than just answering questions. They’re responsible for quite literally supporting an entire business.
Additionally, customer advocates are also ready and willing to share their experiences with others like never before. With the growth of social media, customer testimonials, and online review websites, customers can become evangelists with the click of a button.
And finally, advocates are instrumental in creating new advocates. Consumer advocates are not shy in the slightest about loving the brands they work with. They’re ready and willing to talk with others about being an advocate, which can turn other consumers on to the cause as well.
While brand advocacy certainly isn’t new and definitely isn’t going anywhere, it isn’t always an easy thing to make room for in your customer success strategy. After all, customer-focused teams have been so focused for so long on growing accounts however they can that making decisions based on customer value might not come easy.
Here are a few best practices and ideas to take into account when introducing advocacy in your customer success strategy:
The growth of advocacy means a re-focus on the customer experience and satisfaction. The ClientSuccess platform can help you deliver amazing customer experiences without confusing or overwhelming your customers.
You can learn more by requesting your personal demo or by engaging with some of the resources below: