Building a scalable customer success team
Having the right customer success team is ideal if you want to grow your business, expand to new markets and also increase your bottom line. The right customer success team can help you increase retention rates, while also improving the customer experience. That’s why it’s crucial to learn how to scale your customer success team in the long run. Here are some tips to help you establish a great, scalable customer success team!
Establish a buyer persona and an onboarding process
A good rule of thumb is to create a buyer persona and understand why people are interested in specific products. On top of that, you also want the people in your customer success team to learn how to interact with customers and also guide them towards the right purchase which fits their needs. Once you have an onboarding process, you can easily scale it as your company grows, so this is an important aspect to keep in mind.
Set goals for every customer success team member
The reason for that is it encourages them to push the limits and deliver their best work. When you scale your business, you always want to have the best people on the job, and setting goals can help you achieve such a goal.
Start creating customer success features focused on scalability by automating some customer success processes
Scaling your business does require you to tackle even more work, and that’s why automation can be a great option. Find ways to automate how you grab customer information and needs, automated surveys can help that. Then your customer success team can use all the info in order to further understand clients and adapt your offering to their needs.
A great idea here is to use customer service tools which help automate tasks. Things like having a ticketing system, pre-written email templates and other similar tools can help save quite a bit of time. Needless to say, this is a crucial aspect to focus on when you try to scale your business.
Offer a large range of self-service resources
Simple things like creating a knowledge base, FAQ sections and anything similar can be very helpful. As you expand your customer success team, you can’t expect them to assist every single client at any time. So it makes a lot of sense to create self-servicing resources that clients can use to solve issues on their own. It saves time and effort, while also conveying a much better experience in the long run.
Encourage the collaboration with other departments
Getting access to data from other departments can help your customer success team quite a bit. For example, marketing and sales data can help your customer success team learn when to upsell or cross-sell. That’s why it’s imperative to encourage collaboration, since it’s a very good way to balance things as you scale your business.
Create report cards
Report cards focused on customer success can be a great way to empower and educate your customer success team. You can start creating these report cards on a weekly basis, and they can include relevant KPIs, product changes, team updates, customer narratives and so on. These are a great way to help communicate metrics, which can be hard to do once your team grows.
All these tips and ideas are great if you want to learn how to establish a scalable customer success team. Since no two businesses are the same, you will need to adapt and adjust these based on your specific industry. However, these tips will make it easier to grow your customer success team, while also retaining the same performance as you scale your business!