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HOW TO SCALE CUSTOMER SUCCESS IN A REMOTE WORLD

Updated: Oct 10, 2023

Customer success is increasingly becoming more important as businesses are relying on customer experience to differentiate themselves in a competitive market. Customers have become more informed and empowered, and they expect a seamless, personalized experience that meets their needs. As a result, companies must focus on building strong relationships with their customers and providing a positive experience that keeps them coming back.


This is why customer success is essential; it focuses on understanding customers’ needs and helping them achieve their goals. Customer success teams help businesses to increase customer loyalty, reduce customer service costs, and improve customer lifetime value.


LEARNING HOW TO SCALE CUSTOMER SUCCESS WITH PRECURSIVE


View our webinar on how customer success can be achieved in the new remote reality using software for customer success. Precursive CEO Jonathan Corrie, was joined by guests Sean Smith, VP of Customer Success, Apperio and Julian Hannabuss, Director of Revenue Operations, Procurify as they discussed all considerations, including:

  • Managing the switch to remote working

  • The customer journey

  • Investing in teams

  • how customer experience impacts your financial performance.

  • The changing dynamics of customer relationships

  • The role of Customer Success in times of disruption

  • Why time to value is more critical than ever

Find out more about how our project and resource management works.



CHAPTERS

0:00 - Introduction

6:32 - How are you managing the switch to remote working internally?

12:35 - What is the importance of Customer Success at this time?

17:32 - How important have you found Customer Onboarding to be in the overall customer journey?

19:57 - Have you been able to see data around the impact of churn?

22:28 - How are you investing in your team to build their skill & knowledge base?

44:04 - What changes have you made to your customer communications?

49:17 - What impact does Customer Onboarding have on financial performance?

57:56 - Are you able to use the data to help refine your processes?






Jonathan and the team were also online for a Q&A session, outlining our advice on remote working, firmly based on our own experience as a team. Here are a couple of the takeaways now from this discussion, beginning with our opening question…


Q: How are you maintaining your company culture, now everyone is working remotely?


Jonathan:


Precursive has always been a remote-first company, so in many ways this has been BAU for our team. However, we realised very early on that there would need to be clear recognition of some important elements within our ‘new normal’, in order for us to maintain our existing culture of mutual support and collaboration.


First of all we understood that different team members would be under different kinds of pressure - some would be homeschooling, others would be living alone and isolated. We wanted to acknowledge this and create an environment where people could be open about these pressures.


The leadership team went back to our values and reviewed these for their relevance in the current remote reality. We also consulted the team on this as we felt this exercise should also be done from the bottom up.


We have placed a great deal of emphasis on celebrating successes at an individual and department level.


Finally, on the social front, there’s been a range of activities aimed at building team culture, including a quiz and ‘Wine Wednesday’ - a time when people come together informally and catch up on Zoom, over a drink (alcoholic or otherwise!)


Team Precursive remote working via Zoom

Q: How are your senior Customer Success Managers mentoring effectively while they are working from home?


Jonathan:


Here are a few of the ways that we have enabled this to happen at Precursive:-


We have brought together mentors and peers from different departments (Sales, Marketing and Product) and some of the coaching now comes via this peer network.


The senior team now contributes content to a Customer Success Academy and runs training sessions.


Additionally, we have brought in external speakers and mentors to have different voices contributing to the conversation.


 

LEVERAGE METRICS FOR CUSTOMER SUCCESS TODAY


Want to know more? Request a demo here.



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