The Top Skill Elite Customer Service Leaders Possess
A great customer service leader knows his role within a company.
They also understand the purpose of customer support, as a tool to keep customers satisfied. These are the basic truths that describe every customer servicer employee. But when you’re discussing outstanding customer service leaders, there is a unique set of skills involved. Here are some examples of these skills:
- They must share knowledge with their customers that is updated and pertinent.
- They must recognize that they’re a vehicle for their company’s customers in every conceivable way. They are a form of operational support and they impact customer acquisition and long-term customer management.
Most companies value their customers out of necessity. Innovative companies are proactive in all of their interactions with customers, however, including support and management. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.
UserIQ surveyed 400+ SaaS leaders and found that one of the greatest opportunities for companies today is a stronger alignment between their customer success and product management teams. Learn why here.
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.