If your business involves providing regular services (like a subscription platform), then customer success directly impacts your project's profitability. At the same time, if you don't deal with consumers, their achievements will still matter to you.
You should think about creating a customer care service if you are faced with the following questions:
Why did we find out that the consumer was unhappy and therefore left only after we had already lost him?
What can we do to establish feedback with clients and subsequently use this tool when working to improve the quality of service and the product being sold?
How can we retain those 99 acres database consumers who only use part of the functionality of the product or service we offer and renew their contracts?
What are the reasons why customers do not use the service to its full potential despite its availability?
For example, companies often do not pay enough attention to demonstrating all products to B2B clients. Let's imagine that you are an IT business and have implemented a customer relationship management (CRM) system. In the future, the customer may need marketing tools, but he will start looking for other offers on the market, because he does not know that you also provide these services.
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This is a fairly common situation, as company managers often do not pay enough attention to telling the client in detail about all the options and possibilities of the services and products offered.
In B2B, it is important to remember that applying a one-size-fits-all approach to each consumer and relying solely on analytics data is not the answer. Effective interaction with those who make decisions on contract renewals is of particular importance here.
If your business is engaged in selling large projects, such as the implementation of ERP systems, legal support for a group of companies, etc., then it is necessary to pay special attention to the development of a customer care department and setting up an individual approach to each organization.
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Alexander Kuleshov
Alexander Kuleshov
General Director of Sales Generator LLC
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