Customer Success teams already have an array of software solutions at their disposal to increase renewals, customer lifetime value (CLTV) and mitigate churn. Gainsight, Salesforce, Learndot, and other platforms are indispensable for driving successful customer outcomes. But these tools leave a notable gap in the realm of day-to-day workflow and productivity. Many Customer Success teams are mired in email, stuck playing phone tag, and are struggling to communicate effectively with customers, among their own teams, and across other company departments and with their leadership teams. Customer Success teams need a better way to conduct the actual work of enabling success for their customers that still happens mostly outside the aforementioned platforms.
Training is the Key to Desirable Software
co-authored by Bill Cushard (@billcush)
Imagine your customer staring blankly at the computer screen. At your software application. His eyes are darting back and forth between icons, thinking to himself, "Now, which feature was it that allows you to view all screens simultaneously?" His fingers fall flat on the keyboard and suddenly, the whir of his space heater sounds louder than ever. The biggest project of the fiscal year rests in his trembling hands. "You've got to figure this out," he repeats to himself.
On May 22, 2015, I participated in an Ask Me Anything on Inbound.org. The questions focused on how to design enterprise software training and how cloud-based, software-as-a-service (SaaS) companies can use that training to improve outcomes and customer success. There were many great questions from a wide variety of professionals seeking to improve training to help customers get more out of their software.
According to Lincoln Murphy, customer success is all about helping your customers reach a desired outcome and ultimately participate in their success. It implies understanding what your customers want to achieve, and how they want to achieve it, in order to truly meet their expectations. How do you do it, you might ask? That’s simple: go talk to your customers.
by Sarah E. Brown, (@SEBMarketing)
Software companies are changing the world and innovating at a rapid pace. Teaching customers how to use software is more important than ever. Training is Customer Success.