Embedding Customer Success capabilities into the foundations of your software or service improves user experience, reduces cost and makes cross- and up-selling a smooth and natural process for your customers.
Joachim Kiefer, Hg’s Head of Customer Success, suggests four questions that everyone should ask when considering their product and proposition:
- What is the real value that your customer derives from your product?
- What data do you need to best judge the value your customers are getting and can you extract it?
- Is your product designed to help your customer get the value they need quickly and easily?
- Is the Customer Success feedback loop built directly into your technology?