Automation in Customer Success
Customer Success Managers must meet their customers to communicate, identify goals, and continuously assist in their journey towards value attainment. However, Customer Success Managers commonly find themselves rushing and lacking time as they handle multiple customers with varying concerns that push them to lessen customer interactions. It indicates that automation might be necessary to improve your overall Customer Success implementation.
Automation saves time, reduces effort, decreases costs, and perhaps most importantly, frees up your customer-facing time for Customer Success Managers. These are to develop meaningful trust relationships with your customers’ key stakeholders. This improved customer interaction lets you build rapport, ask and answer questions, and identify new ways in which you may be able to help your customers. But before starting your journey, what should you consider when automating customer success?
Segmentation
Value to the Customers
Actions and their Impact
The process of automation can be an expensive one. Before we automate, we should know what we do for the customers and their impact. First, spend time developing the best approach manually; then, you can move into automation. A manual process that provides customers with a negative experience will hinder you from correcting errors when automated. Incorrectly implemented actions can result in more losses and increased churn. Better to learn first about what you and your customers really need from automated services than to spend time and money on what you only think you and your customers need, only to find out that something else would have been much better.
Automation has its pros and cons – there are always two sides to the coin. In automating the process in Customer Success, it all comes down to one question: does it bring your company closer to its goals and your Customer to attaining value?
