How to proactively work with your clients to steer them towards success
Contributed by John Maxwell,
SnapEngage Client Success Manager
While Client Success is all the rage in the SaaS industry these days, establishing a position in your company in charge of ensuring that your customers are happy and successful with your product can be applied to any business. The client success role fits nicely in between your sales, support, development, and even marketing teams. To put it simply: we are advocates for the customer.
“Hold on there…” you might be thinking. “I have a customer support team on phones, ticketing systems, live chat. I even send surveys to my customers all the time to get feedback on our product or service.”
Awesome. Perhaps you even use your sales team to communicate with prospective clients to relay the latest product demand from the front lines. All of this is a great start! But when you toss Client Success Managers into the mix, you supercharge your communication flow between your customer base and product team for the better. Why?
It’s all about the dedicated account review.