Tag Archives: Success
Achieving a high level of customer success is a requirement for all serious businesses, and optimizing QA automation is an important step in getting there.
When it comes to managing customer success, companies can’t be too attentive. While a phrase like ‘customer success’ might seem simple enough, it has a very particular meaning in the business world. Defined as “the business methodology of ensuring customers achieve their desired outcomes while using your product or service,” the concept amounts to concrete strategies companies can develop when they need to set quantifiable ways to measure customer satisfaction. With these in place, a given company is able to track when it meets and exceeds these goals. While there are a number of approaches to customer success, one method we suggest is boosting it through QA automation.
A definition of “customer success management” (CSM) is needed before offering tips on its implementation. Fundamentally it’s a deliberate strategy for maximizing the value of customers in a sustainable and long-term manner. The “deliberate” part is important because it means a company has to actively manage their business-customer relationships. They must consider these relationships as actual assets that must be nurtured and allowed to grow. How is CSM different than customer service? It’s proactive not reactive. The business is taking steps to improve the customer’s journey, not just providing fixes to problems or answering inquiries. The people running CSM programs understand the role requires a mindset shift away from the company’s success to the customer (with the company of course gaining in the long run.)