10 Oscar Worthy Trends in Customer Success

Self-service is a major trend in customer care and it is a step in the positive direction. In fact, according to Forrester Research, 72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email.

Companies are starting to invest earlier on in Customer Success, instead of waiting until churn becomes a problem. Finding out what makes your customers happy as early as possible is exponentially more efficient than trying to work out why customers are turning to your competitors later on.

Customer Success teams are becoming more efficient in tracking their actions, and analysing the effect that those actions are having – both on the customer and the company.

No Longer the case. Super-CSM

Customer Success is becoming the standard for most SaaS companies. CSMs are being regarded more and more as important players in the performance of a company.

Customer Success needs to step up and lead the charge in providing the best possible customer experience.

Customer Success needs to stop being a bottleneck in the information flow between the customer and other departments in your organization and vice versa.

Customer Success needs to get be ahead of everyone else when it comes to analytics and monitoring. Have the software you need to do the job. For example:

Stamp your own brand on your customer experience and then keep it consistent.

It is vital to reduce customer effort levels. Make your product easy to use and easy to instantly see results and the customers will love it. Make them work too hard and you’ll lose them.

By ensuring that your customers are continually receiving value from your SaaS product, you will succeed in raising retention.