It’s no secret that exceptional marketing and sales efforts are a proven success mantra for any business. But in a world where customers are spoiled for choice, they aren’t enough.
Customer success plays a pivotal role in locking-in customers by meeting (or preferably exceeding) their expectations and boosting satisfaction. Before moving forward, if you are still using customer support and customer success interchangeably, then here’s a blog post to acquaint you with the similarities, differences, and a lot more.
Keeping pace with the latest trends is non-negotiable, especially when it comes to managing customer relationships. And in the world of customer success, new trends emerge every day, because of which there is too much conjecture and too little certainty. So, as we enter 2022, let’s acquaint you with the top CS trends so that you can unlock a successful year.
5 Customer Success Trends You Cannot Afford to Miss in 2022!
Hop on the below-mentioned 5 customer success trends to win the coming year and beyond as your team grows:
1. CS is No Longer an Emerging Industry—It’s Established
Gone are the days when customer success was barely considered a nice-to-have function within organizations. It gained momentum during the pandemic as CS leaders collaborated with customers to adjust to the rapidly changing customer expectations and co-create success. And, in the post-pandemic era, it continues to develop and grow.
Fun Fact: The CSM role is one of the most promising jobs; and it has seen a 736% increase in hiring since 2015, especially amongst the software and IT industry.
2. Make a Push for Customer Advocacy & Expansion
Successful CS teams don’t just reduce customer churn and build brand advocates, but also open doors to new customers and possibilities. If someone finds value in your product and service, they are likely to up their spending or renew their contracts, concluding that CS influences and drives revenue. Additionally, delighted customers are more likely to recommend you to others through word of mouth or social shoutouts.
Fun Fact: Esteban Kolsky, a CX evangelist, revealed that for every customer who complains, there are 26 who don’t say a word. Instead of vocalizing their frustrations, they simply stop buying from you.
3. Align Internal Stakeholders with Your CSM Strategy
A question that always pops up in our head while framing CSM strategy is, ‘what’s the most important thing to focus on?’ The answer is simple: put your people at the heart of the strategy; and support it with well-defined KPIs and technology.
Think people—talk business—embrace the tech stack that befits the first two
Since the CS team bridges the gap between customers and various departments, it is paramount to align your CSM strategy with the internal stakeholders’ KPIs, deliverables, and communication channels. A precise plan of action stating how to reach co-workers with the right metrics and tools can turn the tables for good. Also, proactively identifying any demurrers that stakeholders may have can help you drive conversations in favor of the strategy.
4. CS Goes Beyond the Scope of SaaS
The idea of customer success was developed and evolved within the SaaS industry. But from SaaS to finance to security and beyond, post-sales strategy has become front and center. This is why customer success is being adopted across industries to manage CX, proactively meet customer expectations, and augment brand loyalty. By and large, customer success is here, and it’s here to stay.
5. eLearning is a Magic Bullet
Customer success is not a one-time thing. It’s an ongoing marathon with no finish line as CS teams need to continually learn and evolve to keep pace with the ever-changing customer expectations. And for that, they need to be trained and educated.
The digital age has changed the way we learn, and with the rise of hybrid work models, eLearning has only gained more prominence. Moreover, learners want the freedom to opt their preferred time, device, and platform to access learning content of their choice. This is where an efficacious self‑service learning strategy and cognitive technology can weave their magic.
Fun Fact: As per the Gartner CFO survey, over two-thirds (74%) plan to permanently shift employees to remote work after the Covid-19 crisis ends.
Ready to Turn Your Customers Into Happy Patrons?
There is no denying that a firm’s tech stack evolves with the changing customer expectations. But real AI is the only constant. Regardless of the solutions you use, AI and ML are going to be at their heart. Here’s an eBook to help you understand how cognitive technology delivers superior customer success and augments customer lifetime value.
If you intend to witness the magic of real AI live in action, then request a demo of SearchUnify today. Take the first step towards your journey of redefining customer success.
