Customer Success Team in Software Company
Like I talked about in the last blog, I will be discussing the efforts of each team in a software company every week. This week, it is the customer success team’s turn.
What is Customer Success?
Undoubtedly, customer success is an important buzzword in both business-to-business and business-to-consumer companies. So, what it is? It is the business methodology that ensures that customers achieve the desired outcomes and their experience is as expected on using your products and services.
To ensure this, and to nourish the relationship with its customers, every company has a customer success team that takes care of this aspect to decrease the customer churn rate and increase the upsell opportunities.
As a development team lead, I can understand the pressure that every customer success team handles. I will be talking about some of them in the next section.
Challenges Faced by Customer Success Teams
While there could be a lot more challenges, I can easily acknowledge the ones mentioned below.
· The customer success team always needs to be on its toes to assist multiple contacts even when it has no information about them.
· Things could be busy or tough, but a customer support team always needs to be energetic and focused.
· There could be holidays and festivities, but you will find most customer success teams working round the clock to provide the flawless experience to their users.
· They need to support hundreds and thousands of clients, relentlessly.
· Another important area where most customer success teams struggle is collaborating with other departments. They might have feedback from their clients, but they need to find a proper channel to communicate this to the concerned teams.
Can you think of more such challenges? Do let me know in the comments.
All in all, most customer success teams in a software company deal with tough situations. They need to be polite to their customers, take this feedback seriously, and route the received feedback to the concerned department, and this is, to say the least, one of the most important jobs.
The Invincible Role of a Customer Support Team
You may develop a world-class product, sell it to thousands of customers, but if your customer success team is not on point, you will likely suffer. You will have no idea how to move ahead.
This is why, in my opinion, a customer success team is the real hero of a software company that juggles between the customers and other departments. It upsells the products, keeps the consumers engaged, and ensures that they deliver nothing but the best to the customers.
On that note, Asset Panda is really blessed to have a great customer success team that handles the pressure well and keeps the development team inspired by crucial insights.
I will like to have your views on this? How important a role a customer success team plays in a company, in your views? Shout out in the comments below.
