Brands should reach out for customer success rather than giving customer support to the buyers once the product quality has backfired. A brand that has a customer success strategy is bound to sustain more. A customer experience catalog needs to be created to identify the mistakes while a sale is made and proper measures to stop the mistakes should be taken to make sure the customer stays with the brand.
Brands that rely on achievable promises over empty ones will stay in the market and have recurring customers. The knowledge gained via customer interaction should be utilized to position the brand better and implement a successful team.
If a brand takes these steps, the existing as well as new customers will feel taken care of and will show confidence by buying from the brand again.
SaaS customer success should be integrated into the entire revenue cycle. This is the way a brand can create something of value. The success team can eventually measure the impact against the promised outcomes. The main aim is to help the customers derive immense value from the product.
By staying with this approach of customer success the brand is proactively participating in creating a valuable product and helping customers work towards the goal which is contrary to customer support where the brand is just fixing things after a sale is made.
They are just answering the customer questions after the product has already failed to make a mark. The customer support is also necessary to get feedback; but when a customer success approach is at play there is a little need for customer support.
Customer success should be a brand’s major goal over just a role. Customer success starts way before the deal is made between the customer and the brand.