This post was written by Ben Winn
Customer Success is one of the most impactful investments you can make as an entrepreneur. It can provide you with delighted customers who buy more from you, provide testimonials, refer new customers, and renew or expand their contracts year after year.
And the best part? You can start by investing as little as 1 hour per week.
Sometimes known as “after sales service,” Customer Success (CS) centers around optimizing the customer’s experience buying and using your product or service. Other duties may fall under this category, too, such as: onboarding (getting your users set up to be successful with your product or service), training as needed, support if they have an issue, generating referrals so your customers send you more customers, developing case studies that you can use for marketing, and creating best practices to educate customers on how to get the most value out of your product/service.
As the Founder of CS in Focus, a hub for Customer Success professionals, I’m dedicated to supporting the Customer Success community through events, resource-development, and an active Slack team. We also help on the talent side so companies can find great CS candidates. I’ve worked with and advised early-stage startups looking to launch their own CS initiatives, and in 2018 I won the Customer Success Innovator of the Year award for creating the Account Behaviour Formula. Through those experiences, I’ve seen the same processes work consistently for my clients – and I’m sharing it here now in the hopes that it helps you, too.