Customer success is an excellent strategy for building relationships with your market. With it, you can better provide services to your patrons. And that results in increased revenues for your startup company.
Because of those benefits, you will probably want to expand it to cover more customers. But as it turns out, the work is not easy. You need to plan it carefully to get the desired results. And you will sometimes need extra help. Find out how Virtua Solutions can help you help more of your customers towards success.
The Challenges Of Scaling Customer Success
As is with any business scaling efforts, you will encounter several challenges when growing your customer success strategy. These challenges can limit how well you can expand your reach and deliver your services.
Challenge no. 1: Proving Value
The first challenge you will encounter is showing the value of the effort. While it can be apparent on a small scale, it might not be that easy when expanding. That is because as your customer base grows, it becomes more varied. Each new customer might have a different view of success. You need to consider all these different views when building your program.
Image from MBA Skool.
Here, you also have two pertinent questions to answer.
- How do you define the value of customers that stay with you?
- How do you determine the value of customers who continue to purchase because of your customer success program?
Answering these questions will give you a clear idea of how customer success figures into your overall business growth. However, determining those answers will require a good amount of research.
Challenge no. 2: Getting The Right Talent
The next challenge you need to hurdle is getting the right people for your customer success expansion. More so than other service models, implementing a customer success strategy on a larger scale requires people who are experts in the work.
The most vital of these is the customer service manager. They have the following roles for the effort.
- Sell the customer success vision within the startup company
- Back that vision by reporting both successes and failures
- Provide other stakeholders with a clear picture of the value of customer success
The CSM needs to be flexible and agile to fulfill these three roles. That will help them better deal with the different customer views on success. Additionally, they should have a good grasp of the technical issues surrounding the strategy.
Hiring talent that matches these needs will be by no means easy. There is stiff competition for them as companies launch their customer success efforts. As such, you should find another way to bring these talents to your organization.
Challenge no. 3: Creating Effective Engagement Strategies
The effectiveness of customer success strategies lies in how well you can engage customers. With few people to handle, your team can give greater attention to each one’s needs. But as that number grows, you will find it harder to accomplish at your current state.
Image from Reve Chat.
As such, you need ways to maintain that same level of attention toward more customers. For that, you have to devise customer health models that help you track your engagement level with each individual. This is where analytics comes into play.
How Virtua Solutions Helps Your Startup Company Scale CS
To effectively scale CS strategies, you should have a good idea of your customer base. That is where segmentation becomes vital. Here, you need to identify the following three segments.
- High-touch accounts: These customers bring in the most revenue to your business.
- Hybrid accounts: Middle-tier accounts that only require a certain amount of personal engagements. For the most part, you can engage them through emails and automated communications.
- Tech-touch accounts: These are the ones that provide the least value. As such, you can leave them to the same non-personal means of engagement.
Virtua Solutions can help you sift through tons of customer data and sort everything into these segments. That will help you see a clearer picture of the direction your customer success program should take.
Providing Constant Customer Engagements
Much of customer success relies on your startup company effectively engaging people at every point in their buyer journey. The goal is to guide them in making the right decisions before, during, and after their purchase.
For that, you need to meet customers where they are and engage them on channels they prefer. Our team will help you deliver that omnichannel experience by extending your reach. We can handle various channels for you like the following.
- Phone
- Email
- Live chat
- Social media
When it comes to these channels, you will often need 24-hour operational capabilities to accommodate every customer request. Our agents can take the load during your off hours and ensure that customers won’t have to wait.
Delivering Additional Resources For Your Startup Company
Besides direct engagements, scaling up your customer success strategy requires you to provide more self-service options to buyers. They will often want to resolve issues on their own before reaching out to them. And you need to make sure they can do that successfully in most cases.
Image from Joe The IT Guy.
For that, we will help you maintain these self-service options. To start, our team can develop a knowledge base that best suits your customers’ needs. That includes setting up and maintaining the information that they most need. We will also ensure that all parts of your knowledge base are in good working order for user convenience.
Helping You Grow Your Customer Success Teams
One last thing to remember when scaling customer success is that it is not a static field. As time passes, there will be a lot of changes in the landscape. You should be ready to adapt your large-scale effort to those changes.
We are ready to support you through these changes. As part of our long-term commitment to you, our team can help you develop new strategies for them. We can even adapt our processes to better help you. All of these are so that you can see more of your customers succeed.
Bring Success To More Customers Of Your Startup Company
Scaling customer success is one of the biggest moves your startup company can make. And if done right, it will take your business to the next level. Be ready to take that leap with our help. Sign up with us today and grow your customer success efforts more.