Summary of Customer Success: o que é, benefícios e como aplicar? | #SalesforceExplica

The video presented by Carlos Ribeiro, a solutions engineer at Salesforce, focuses on the concept of customer success, emphasizing its importance as a proactive strategy for enhancing customer relationships and satisfaction.

Main Financial Strategies and Business Trends:

Benefits of Customer Success:

Methodology to Apply Customer Success:

  1. Onboarding: Ensure customers understand and utilize the tool's features effectively.
  2. Understanding Objectives: Align customer goals with the offerings of the product.
  3. Continuous Engagement: Maintain regular communication through meetings to foster an ongoing relationship.
  4. Monitoring Usage: Keep track of how customers are using the product to ensure they are maximizing its potential.
  5. Utilizing Feedback: Collect and analyze customer feedback to inform product enhancements.
  6. Risk Prevention: Identify and address potential customer issues before they lead to churn.

Tools Needed:

Examples of Customer Success in Action:

Presenters/Sources:

Notable Quotes

00:32 — « In other words, I'm going to maintain an ongoing relationship with my customer. I'm going to be close to them. »
01:10 — « A satisfied customer is a well-served customer. He tends to stay with you and remain a customer for much longer. »
04:10 — « Identifying potential risk behaviors of that customer and acting on it to prevent you from losing that customer. »
04:51 — « Allowing you to have a 360 view of that customer, what they do, what they have contracted, what are the interactions. »
06:45 — « It's a very practical example of how customer success can support the proactive service of a customer. »

Category

Business and Finance

Video