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B2B Customer Success - Context Matters, Understand Your Customers.

Customer Success is a relatively new business methodology and function derived from SaaS business models. It has given birth to consumer applications such as Netflix and Spotify, and B2B Customer Relationship Management Software (CRMS) like Salesforce and Hubspot. Customer Success ensures that customers reach their desired outcome while using the product or service. It focuses on aligning the client and

Customer Success is a relatively new business methodology and function derived from SaaS business models. It has given birth to consumer applications such as Netflix and Spotify, and B2B Customer Relationship Management Software (CRMS) like Salesforce and Hubspot. Customer Success ensures that customers reach their desired outcome while using the product or service. It focuses on aligning the client and vendor goals in order to drive mutually beneficial outcomes. 

As the above title suggests, excellent Customer Success management means understanding your industry, your core value propositions, your companies’ unique abilities, AND general knowledge about your clients' industry and market practices.

First ask yourself the question, “What does success look like for my client, or segment of clients?”

The answer to this simple question differs greatly from clients and users. Some are data analysts in large enterprises, who require generation of reports. Others are specialists in their field, mainly utilising your product as a tool. At the organizational level, usage of your product or service would drive a different value as compared to the value driven to individual users.

Imagine that you are the CSM for a CRMS, and you have one client from a small marketing agency, and another from a larger, traditional B2B Information Technology (IT) vendor. Based on their immediate objectives and long-term vision, the usage of the CRMS would look extremely different. Perhaps for the marketing agency, their usage of the CRMS would involve a great number of automations to reduce administrative load. On the other hand, the IT Vendor would require greater clarity in terms of pipeline, reporting, and deal tracking.

Indubitably, both entities would use the various functions and features of the CRMS. However, each would define success very differently, based on their business focus. It is thus, important to understand what your client requires, and balancing it with your solution's capabilities. A great tip would be to use product and service metrics to help you track each customer at scale, and never lose touch of their context!

Lance Chua
Lance Chua

Lance Chua is the Customer Success Team Lead at Horangi.

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