By Jeb Dasteel and Amir
Hartman
(This is the first of six posts
on customer success.)
http://www.forbes.com/sites/oracle/2014/10/28/make-customer-success-part-of-your-dna/
http://www.forbes.com/sites/oracle/2014/10/28/make-customer-success-part-of-your-dna/
We are without a
doubt living in the age of the customer. Today’s customers have more
control of the procurement process and are more demanding and knowledgeable
than ever. They are being given greater responsibilities, and are more aware of
how their purchasing decisions affect their organization’s bottom line.
Winning in this new
age-of-the-customer economy will in large part be connected to your
ability to quickly anticipate their needs and deliver measurable
business outcomes to your customers.
How does that happen? By enabling
your customers to very quickly deliver measurable business outcome to their customers—and
in every other way advance their business objectives. In other words, we
believe “customer success” must become part of your organization’s DNA,
and it should influence every customer interaction you have.
Does your organization truly care
about customer success? Can your customers articulate how you help them
create measurable business outcomes? These are just some of the questions you
need to ask to find out whether you can “walk the talk.” If you can answer the
following five questions with a strong “yes,” you’re well on your way.
•
Do your account teams truly understand your customers’ business and what’s
top-of-mind for their executives?
•
Does your team know how their customers measure their own success—and how they
measure your success in working with them?
• Do the majority of your
customers look at you as a strategic partner and trusted adviser?
•
Does your organization have a repeatable and scalable process for measuring
customer value delivered?
• Is the vast majority (more than 75 percent) of your sales and marketing content focused on customer business outcomes versus product and solution features?
• Is the vast majority (more than 75 percent) of your sales and marketing content focused on customer business outcomes versus product and solution features?
By making customer success an
integral part of your ongoing agenda, you’ll be in a great position to thrive
in the new age of the customer.
You should try the social media platform properly. It brings the best response within short time. You can use the whatsapp broadcast to attract individual audiences to your business. You can selectively target the audience with your selective products and offers.
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