Understanding Customer Motivation is Integral to Customer Service
It’s easy to be skeptical when a company claims to understand their customers.
The question that often begs to be asked is, “how well do they understand?” In many instances, there are simply gaps in their knowledge. But this can easily be avoided if they were more inquisitive. Not only that, but they need to make sure they’re asking the questions that will uncover customer motivation.
Customer support is about asking why. Why did the customer decide to make an inquiry? Why is the customer having this problem? Why does this problem exist?
Asking these sort of questions — and answering them — is going to be the foundation of an effective customer service department. And if your team isn’t actively asking and answering these questions, you may need to reevaluate your best practices process for customer inquiry resolution. For more information on customer motivation, 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.