Crafting a Customer Service Strategy to Fit Your Business
Customer service strategies encompasses people, processes and technology to create a positive customer experience.
Generally speaking, the goal should always be to minimize customer contacts for support. While not every inquiry is negative, the ones that are should be reduced as much as possible.
To accomplish this you’ll need a team that’s dedicated to the customer base, says Bill Price of Driva Solutions. They’ll need to be committed to keeping your customers happy, and in turn, improving customer retention.
Price says that this strategy is all about figuring out why customers are initially contacting you and what you can do about it. For more information on crafting a customer support strategy, watch the video from OpenView Labs featuring Price.
As healthy companies continue to grow it becomes harder to do so at the same rate through new logo acquisition. Companies spend an inordinate amount of effort on labor-intensive adoption and reactive, renewal processes with little or no regard to creating a disciplined expansion strategy. It’s time to change your strategy. It’s time for Customer Success 2.0.
Catch up on the latest Summer Slump Series: Customer Success edition. We compiled the top CS content to help you get ahead and make you and your team as successful as possible.