{"id":5658,"date":"2021-03-10T09:30:00","date_gmt":"2021-03-10T04:00:00","guid":{"rendered":"https:\/\/blog.kylas.io\/?p=5658"},"modified":"2024-04-04T14:41:14","modified_gmt":"2024-04-04T09:11:14","slug":"build-effective-customer-success-strategy-process-team","status":"publish","type":"post","link":"https:\/\/kylas.io\/en\/leadership-culture\/build-effective-customer-success-strategy-process-team","title":{"rendered":"How to Build an Effective Customer Success Strategy, Process and Team"},"content":{"rendered":"\n<style>\n@media only screen and (max-width: 700px){\n.img-full-mob{\nwidth:100% !important;\nheight:100% !important;\n}\n}\n<\/style>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Let\u2019s start with some introspection- <em>Have you deep-dived into customer success as a concept and not just as a team or department?<\/em><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer success isn&#8217;t about hiring a team and leaving them to field calls from customers who have a query or a problem &#8211; that\u2019s simply a customer support team; not one that makes a customer successful.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The idea of customer success has moved far beyond issue redressal decades ago and has evolved into an industry of its own with a proactive, loyalty-targeted approach. And thanks to the COVID-centric turn of events in 2020, customer success has taken several steps forward into the era of digitization.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ht-block-toc  is-style-outline htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">How to Build an Effective Customer Success Strategy, Process and Team<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-what-is-customer-success\">What is Customer Success?<\/a><\/li><li class=\"\"><a href=\"#htoc-how-has-customer-success-changed-due-to-covid-19\">How Has Customer Success Changed Due to the Pandemic?<\/a><\/li><li class=\"\"><a href=\"#htoc-why-is-customer-success-important-and-what-to-expect-from-your-cs-team\">Why is Customer Success Important and What to Expect from Your CS Team?<\/a><\/li><li class=\"\"><a href=\"#htoc-how-to-structure-customer-success-team\">How to Structure Customer Success Team<\/a><\/li><li class=\"\"><a href=\"#htoc-best-practices-to-setting-up-a-customer-success-team\">Best Practices for Setting Up A Customer Success Team<\/a><\/li><li class=\"\"><a href=\"#htoc-h2-how-to-align-your-customer-success-processes\">How to Align Your Customer Success Processes<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-what-is-customer-success\">What is Customer Success?<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer success is all about ensuring that your customers are having a great experience using your product\/service and are deriving maximum benefit from it. This in turn will help you build loyalty and, ultimately, boost your bottom line.<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">With intense competition in most industries today and the high demand we have for gratification in our day to day lives, customers today have a much lower threshold for waiting and compromising than before. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">They expect perfection in quality, swiftness in response and proactiveness in support.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">That means that rather than waiting for them to reach out to you with a problem, a CS executive gets in touch with them to make sure everything is running smoothly. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Because not all customers will express dissatisfaction, proactive outreach is the only way to ensure that your product\/service is meeting expectations and that you\u2019re likely to see continued business from the customer. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">This way, by <a href=\"https:\/\/kylas.io\/marketing\/crm-lead-management\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><span class=\"has-inline-color has-vivid-cyan-blue-color\">boosting customer happiness<\/span><\/span><\/a>, you boost your customer loyalty and revenue.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-has-customer-success-changed-due-to-covid-19\">How Has Customer Success Changed Due to the Pandemic?<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The pandemic has acted as a trigger and accelerator for evolving <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-effectiveness\/customer-retention-sales-crm-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">consumer behavior<\/a><\/span> in the digital era. <\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Consider the banking sector \u2013 before 2020, you\u2019d be hard-pressed to find 9 out of 10 people using a chatbot or self-service tools. Or the manufacturing sector, where in-person meetings and check-ins were the norms for a customer success executive.<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Due to the pandemic, we\u2019ve seen a kind of permanent change that wouldn\u2019t have occurred for years.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customers of all types have readily embraced online ordering, chatbots for support, and self-service apps &amp; resources \u2013 a change that\u2019s permanent and has brought us years ahead of the progress that was expected to be seen in the next few years.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-why-is-customer-success-important-and-what-to-expect-from-your-cs-team\">Why is Customer Success Important and What to Expect from Your CS Team?<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Though you may not realize it, the role of a customer success team starts as soon as a sale is made \u2013 not when a customer experiences a problem or calls in for help. In many large organizations, initial customer success (for a pre-determined period) is now a part of the salesperson\u2019s role. <\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">This ensures that the sales team not only brings in sales numbers but ensures the new customers are happy enough to stick around because their incentives depend on it.<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">In fact, customer success is pivotal in every part of the organization. The feedback or input from a customer success team is invaluable to the product team, marketing team, and sales team.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Here are some instances where you need to make sure you\u2019re engaging your customer success team-<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-right-after-a-sale-is-made\" style=\"font-size:22px;line-height:1.6\">1. Right After a Sale Is Made<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">To onboard the new customer, ensure they know they\u2019re being looked after and are enjoying the experience, and provide them with the guidance and training needed.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-every-time-you-make-a-product-or-service-update\" style=\"font-size:22px;line-height:1.6\">2. Every Time You Make a Product or Service Update<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">To keep customers informed and help them gain product knowledge \u2013 supplemented with guides, training, and content if required.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-when-you-identify-a-delighted-customer\" style=\"font-size:22px;line-height:1.6\">3. When You Identify a Delighted Customer<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">To turn the delight into loyalty and request a testimonial for your marketing efforts.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-when-your-customers-aren-t-using-your-product-to-experience-maximum-impact\" style=\"font-size:22px;line-height:1.6\">4. When Your Customers Aren\u2019t Using Your Product to Experience Maximum Impact<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">To educate them and empower them to make the most of your product\/service, so they can in turn realize more value from your product\/service.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-when-you-identify-further-potential-revenue-from-a-customer\" style=\"font-size:22px;line-height:1.6\">5. When You Identify Further Potential Revenue From a Customer<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">To upsell\/cross-sell them on other products\/services from your offerings, so as to increase the revenue and their overall lifetime value to your company.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Once the inputs from the customer success team are successfully fed into your product and marketing strategies, you\u2019ll find your organization moving in a much more customer-focused direction. Always a great place to be in and from a long-term perspective, full of potential for growth.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-to-structure-customer-success-team\">How to Structure Customer Success Team<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Setting up a customer success strategy is an exercise in aligning your company\u2019s goals with customers\u2019 preferences or requirements, and making sure that the customer emerges delighted.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-the-8-step-process-to-successful-customer-success-implementation\" style=\"font-size:22px;line-height:1.6\">8-Step Guide to Successful Customer Success Implementation<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-1-get-a-firm-understanding-of-your-customers\" style=\"line-height:1.6\">Step 1- Get a Firm Understanding of Your Customers<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">You need to fully understand your customers\u2019 needs from you in terms of customer success \u2013 what do they need from you, to be fully nurtured and delighted? Identify exactly what your customers need \u2013 for a small business, that\u2019s as easy as picking up the phone or sending out an email.<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\"><a href=\"https:\/\/in.linkedin.com\/in\/tejas-mehta-51842880\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">Tejas Mehta<\/span><\/a>, Senior Manager &#8211; Customer Success at <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kylas<\/a><\/span>, says-<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large\">\n<p id=\"htoc-put-the-customer-first-in-the-equation-it-is-ultimately-the-customer-s-success-that-counts-as-your-success\">\u201cPut the customer first in the equation. It is ultimately the customer&#8217;s success that counts as your success.\u201d<\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-2-specify-goals-and-objectives\" style=\"line-height:1.6\">Step 2- Specify Goals and Objectives<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Every strategy needs goals, objectives, and a roadmap to achieving them. To identify the right goals, take all the data you have on your customer\u2019s expectations, and match them with your company\u2019s business objectives. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The overlapping areas are where you know you can extract the most as a customer success team. Your roadmap should include goals split over a matter of months, quarters, or for the year. For different ways to achieve your goals, read on!<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-3-set-up-a-customer-success-team\" style=\"line-height:1.6\">Step 3- Set up a Customer Success Team<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">More on that below!<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-4-keep-customers-informed\" style=\"line-height:1.6\">Step 4- Keep Customers Informed<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">In today\u2019s world, customers want to be informed and empowered \u2013 no matter which industry. Establish a plan for how you can impart knowledge to your customers as a part of your customer success strategy. <\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">In the service industry, this can simply be by building a deeper rapport with each customer or by being upfront with details. In the technology industry, it could be a thorough onboarding process or round-the-clock support. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">When it comes to products, it could be transparency and genuineness in the product information. The more customers feel informed, the more they feel empowered and respected by your company.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-5-keep-your-brand-top-of-mind\" style=\"line-height:1.6\">Step 5- Keep Your Brand Top of Mind<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Not all products\/services are the kind that is noticed up front every day. In the manufacturing industry, the brand of the tools used isn\u2019t always at the front and center of the users\u2019 minds. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">In a services company, the tool that employees use to clock in their time isn\u2019t always a brand that they pay attention to. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">One of the goals of customer success is to ensure that customers constantly associate a feeling of delight with your brand \u2013 this can\u2019t happen if they don\u2019t have your brand at the top of their minds. Keep in mind, as a B2B company, you have two audiences to consider in this regard \u2013 your buyers and your users.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-6-share-valuable-information-with-other-departments\" style=\"line-height:1.6\">Step 6- Share Valuable Information with Other Departments<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">As we mentioned earlier, passing information on to other departments in your company \u2013 such as marketing, product development, and business development \u2013 will help you build a stronger revenue base. <\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">For example, with your input on what customers are finding delight in, the marketing team can create stronger advertising and marketing collaterals. They can even support you with collaterals to help you in educating customers. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The product development team can use the insights to create more customer-centric products, so customer success teams find it easier to maintain delight and increase loyalty. And business development teams can use the insights to chase the right kind of leads and improve their conversion numbers without wasting resources.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-7-get-the-right-tools-for-customer-success\" style=\"line-height:1.6\">Step 7- Get the Right Tools for Customer Success<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Tools and platforms make everything easier and more time-efficient today. Customer success tools include those that help you collect feedback, communicate with customers, and (especially important today) allow customers to help themselves with self-service functionalities. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color has-medium-font-size\" style=\"line-height:1.6\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Most importantly, the right tools will also help you analyze the different parameters of customer success.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-8-analyze-the-success-of-your-customer-success-efforts\" style=\"line-height:1.6\">Step 8- Analyze the Success of Your Customer Success Efforts<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer lifetime value, average order values, upselling &amp; cross-selling values and, of course, revenue, are all indicators of the fruitfulness of the customer success teams\u2019 efforts. Not to mention indicators such as positive reviews, referrals, and a positive impact on brand value or perception. <\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Different tools \u2013 from social listening tools to feedback collection tools, sentiment analysis, a Net Promoter Score (NPS), and more \u2013 can help make this seemingly daunting task quite easy.<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">For small businesses with a limited customer base, our Senior Manager &#8211; Customer Success, Tejas Mehta, suggests-<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large\" id=\"htoc-have-a-large-number-of-feedbacks-or-surveys-around-the-year-knowing-what-customers-think-is-and-should-be-the-trigger-for-everything-that-you-do\">\n<p id=\"htoc-have-a-large-number-of-feedbacks-or-surveys-around-the-year-knowing-what-customers-think-is-and-should-be-the-trigger-for-everything-that-you-do\">\u201cHave a large number of feedbacks or surveys around the year. Knowing what customers think is and should be the trigger for everything that you do.\u201d<\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-best-practices-to-setting-up-a-customer-success-team\">Best Practices for Setting Up A Customer Success Team<\/h2>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">As you already know, customer success is a big responsibility in every business today. It\u2019s definitely one that warrants dedicated resources looking after customers&#8217; needs full-time. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">We wouldn\u2019t recommend tagging these responsibilities onto anyone else\u2019s role, simply because not doing justice to the customer success role will leave a direct impact on your revenue.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-best-practice-1-don-t-just-look-for-calling-experience\" style=\"font-size:22px;line-height:1.6\">Best Practice 1- Don\u2019t Just Look for Calling Experience<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The best customer success executives will be strategic partners to your customers \u2013 that rules out executives with minimal calling or inside sales experience.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-best-practice-2-look-for-growth-oriented-people\" style=\"font-size:22px;line-height:1.6\">Best Practice 2- Look for Growth-Oriented People<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer success is a surprisingly agile field because what customers need can very often change with the times and trends. Employees with a growth mindset will grow with the organization and the needs of customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-best-practice-3-look-for-all-rounders\" style=\"font-size:22px;line-height:1.6\">Best Practice 3- Look for All-Rounders<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Your customer success executives are going to need to conduct onboarding, training, make calls and pull together resources to keep customers happy \u2013 this requires a diverse set of skills and a willingness to go beyond.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-best-practice-4-know-exactly-what-you-expect-from-the-team\" style=\"font-size:22px;line-height:1.6\">Best Practice 4- Know Exactly What You Expect from the Team<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Because customer success is a role that\u2019s agile, evolving, and involves a certain amount of relationship building, it\u2019s easy for customer success employees to feel confused. When employees don\u2019t know what\u2019s expected of them, they don\u2019t know how to deliver.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-best-practice-5-create-a-baseline-of-nurturing-and-trust\" style=\"font-size:22px;line-height:1.6\">Best Practice 5- Create a Baseline of Nurturing and Trust<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer success executives need to expend a lot of time and energy in proactively forming relationships, building trust, and nurturing delight in the customers assigned to them. To be able to put in that kind of heartfelt dedication on behalf of your company, they need to feel it from you first. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">When setting up a team, build this rapport at the outset \u2013 right from the interviews.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-h2-how-to-align-your-customer-success-processes\">How to Align Your Customer Success Processes<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-what-is-a-process\" style=\"font-size:22px;line-height:1.6\">What is a Process?<\/h3>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The Oxford Dictionary defines a <a href=\"https:\/\/www.oxfordlearnersdictionaries.com\/us\/definition\/english\/process1_1#:~:text=%E2%80%8B,to%20achieve%20a%20particular%20result\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">process<\/span><\/a> as \u2018a series of actions or steps taken in order to achieve a particular end\u2019. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer success has one overarching end goal \u2013 to create long-term delight among customers. For a customer success process, then, every action and every activity has to put the needs and the benefits of the customers first.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-the-customer-experience-process\" style=\"font-size:22px;line-height:1.6\">The Customer Experience Process<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-1-create-a-great-buying-experience\" style=\"line-height:1.6\">Step 1- Create a Great Buying Experience<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Customer success starts right from the buying experience. Sales process aside, let\u2019s look at how different industries handle the actual purchase \u2013 the bigger the ticket, the more elaborate the process. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Think about how when you buy a residence, luxury properties make a big show of the hand over process. It\u2019s the same with all cars because cars are an aspirational purchase too. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">As the price of the items reduces, so does the effort. You can still, however, create a great buying experience with a product packaging and product design that delights.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-2-offer-thorough-onboarding-orientation\" style=\"line-height:1.6\">Step 2- Offer Thorough Onboarding\/Orientation<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">In industries such as manufacturing, technology, etc., the exchange of money is not the end of the buying process \u2013 an onboarding or orientation process is required to get customers and their users acquainted with the product. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">The more thorough this process, the better your customers will be able to use and enjoy your product \u2013 the easier it is to delight them. This is also the step where a customer success executive is first assigned to a customer.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-3-set-up-regular-check-ins-with-each-customer\" style=\"line-height:1.6\">Step 3- Set up Regular Check-Ins With Each Customer<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Each customer service executive must establish a daily\/weekly check-in with their customers, based on the requirement of your product and industry. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">This check-in can be a call, an email, or as simple as sending across educational collaterals to keep them engaged with your brand and your product.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-4-adapt-your-offering-as-needed\" style=\"line-height:1.6\">Step 4- Adapt Your Offering as Needed<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">As we said earlier, customer success is an agile area. Customer needs and expectations keep changing based on the external environment. It\u2019s down to your customer success executive to keep their finger on the pulse. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Based on the viability, the level of autonomy the executive has, and the approval process, customers can quickly be offered adaptations in the offering or the contractual agreement to keep business productive for both them and you.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-5-set-up-renewals-and-upselling-opportunities\" style=\"line-height:1.6\">Step 5- Set up Renewals and Upselling Opportunities<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">In order to derive maximum revenue from a customer, you need repetitive business and, where possible, increased business. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\"><span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-effectiveness\/customer-retention-sales-crm-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer retention<\/a><\/span> should be one of the end goals of the process for every customer success executive, with every step so far aimed at making this possible.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity is-style-wide\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\"><em><strong>Kylas Pro Tip-<\/strong> <\/em>When it comes to the renewal of contracts and upselling, remember to leverage all the learnings of that particular customer to create a smooth selling experience. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">As Tejas puts it-<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large\">\n<p id=\"htoc-treat-every-customer-as-a-separate-entity-you-cannot-have-the-same-approach-when-working-across-multiple-customers\"><em>\u201cTreat every customer as a separate entity. You cannot have the same approach when working across multiple customers\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity is-style-wide\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-the-internal-process\" style=\"font-size:22px;line-height:1.6\">The Internal Process<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-1-outline-each-action-point-for-every-stakeholder\" style=\"line-height:1.6\">Step 1- Outline Each Action Point for Every Stakeholder<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">So, you have a strategy in hand and you know what you need to do to set it in motion. It&#8217;s time to break that down into actionable tasks. For example, if onboarding is part of the customer success team\u2019s responsibility, what does that include? <\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Create an onboarding process document with guidelines for each part of the process. Then, because onboarding a customer requires it, add in the collaterals and link each of them to the guideline document to make them easily accessible.<\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Similarly, when it comes to sharing customer insights with the rest of the organization, create a workflow document. Also, integrate that workflow into any communication tools you may have.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Every stakeholder involved in the process \u2013 customer success executives, their manager, and any collaborating teams \u2013 should be considered when creating these action points and guidelines.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-2-set-up-slas-among-teams\" style=\"line-height:1.6\">Step 2- Set up SLAs Among Teams<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">This is not too much of a problem if you have a lean team. But ideal if you find that no one\u2019s quite ready to take complete accountability. Internal Service Level Agreements (SLAs) help you maintain a standardized level of quality and a high level of accountability.<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">When it comes to running campaigns, marketing and sales teams can have SLAs set up among themselves as to the quality of the leads, the division of responsibilities, and the timelines that are expected of them. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Similarly, the customer success team can have SLAs set up regarding their responsibilities, the timelines when collaborating with other teams and the expectations in terms of procedures that are set forward for them.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-vivid-cyan-blue-color has-text-color has-medium-font-size\" id=\"htoc-step-3-create-a-reference-library\" style=\"line-height:1.6\">Step 3- Create a Reference Library<\/h4>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">You\u2019ll have several templates that help customer success executives collect the right information, submit standardized reports, and more. <\/p>\n\n\n\n<p class=\"has-white-color has-text-color\">.<\/p>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Add these into an accessible folder along with any guidelines and help docs (such as brand guidelines, for example), which are all updated regularly to reflect business-level changes. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Because the customer success team basically defines the experience all customers have with your brand, the more formally standardized the experience the better.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Setting up your customer success strategy, processes and team might seem like a daunting task. It will take a while but strap yourself in \u2013 it&#8217;s the most important thing you can do for your company today. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">As we settle into a new normal, you should also spend some energy looking ahead and thinking about self-help tactics (such as resources, videos, and chatbots), virtual success teams, and internal collaboration tools. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\" style=\"line-height:1.6\">Ultimately, every decision you take \u2013 even those that streamline internal customer success processes \u2013 reflects clearly on the experience you\u2019re offering to your most important asset- <strong><em>your customers<\/em><\/strong>.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">If you have any questions, feel free to reach out! We\u2019d be happy to help you out with more tips and guidelines from Tejas.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Let\u2019s start with some introspection- Have you deep-dived into customer success as a concept and not just as a team or department? Customer success isn&#8217;t about hiring a team and leaving them to field calls from customers who have a query or a problem &#8211; that\u2019s simply a customer support team; not one that makes &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/kylas.io\/en\/leadership-culture\/build-effective-customer-success-strategy-process-team\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;How to Build an Effective Customer Success Strategy, Process and Team&#8221;<\/span><\/a><\/p>\n","protected":false},"author":23,"featured_media":14880,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[16,28],"tags":[31,63],"acf":[],"featured_image_src":"https:\/\/kylas.io\/en\/wp-content\/uploads\/2021\/03\/How-to-Build-an-Effective-Customer-Success-Strategy-Process-and-Team-Banner-1.jpg","author_info":{"display_name":"Shagun Sharma","author_link":"https:\/\/kylas.io\/en\/author\/shagun"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Crafting an Effective Customer Success Strategy and Team<\/title>\n<meta name=\"description\" content=\"Customer success is a foundational pillar for enterprises and small businesses alike. Check out how you can set yourself up for growth.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kylas.io\/en\/leadership-culture\/build-effective-customer-success-strategy-process-team\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Crafting an Effective Customer Success Strategy and Team\" \/>\n<meta property=\"og:description\" content=\"Customer success is a foundational pillar for enterprises and small businesses alike. Check out how you can set yourself up for growth.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kylas.io\/en\/leadership-culture\/build-effective-customer-success-strategy-process-team\" \/>\n<meta property=\"og:site_name\" content=\"Kylas Growth Engine | Sales CRM Software for Small businesses\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2021\/03\/How-to-Build-an-Effective-Customer-Success-Strategy-Process-and-Team-Banner-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"768\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Shagun Sharma\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Shagun Sharma\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"17 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Crafting an Effective Customer Success Strategy and Team","description":"Customer success is a foundational pillar for enterprises and small businesses alike. 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