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In this they are kings and gods but other tasks that do

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发表于 2022-10-1 12:21:54 | 显示全部楼层 |阅读模式
Without understanding the features and capabilities of the product the user will not get the expected result and the company risks losing a client. To prevent this from happening you need a customer success department. Department managers are responsible for ensuring that the user was satisfied with working with the service learned about all the possibilities understood them and used them to the full extent achieved the highest possible results avoided potential risks at work which are not always obvious. In a word customer success is such a good fairy that solves possible customer problems before they arise. In addition the fairy is maximally involved and interested because the kpi or performance indicators of customer success managers depend on the level of satisfaction and success of the user.


Why do you need customer success someone may object well jewelry retouch service why is such a specialist needed an account manager communicates with me and there is technical support for force majeure situations. Of course the entire team is interested in a positive customer experience but each department has its own tasks. Lets compare. Technical support deals with the initial settings of the system and then works only on incoming requests. Support manager answers all technical questions and solves current problems.  not directly relate to the stuffing of the service are beyond their competence.



The account manager or client manager concludes contracts signs acts reminds about payment of the bill or finds out the reasons for refusing to work with the service. Of course all this is also important for the client. But first of all the growth of sales increase in the flow of customers and profit are important for business. But this is already closer to the competence of the customer success department. What does a customer success manager do lets start with the fact that this employee does not wait for the user to contact himself. The customer success manager or csm for short is the first to contact the customer to find out possible needs and wishes. In essence he becomes the users proxy when communicating with the company.

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