5个客户成功报价与您的团队分享

Welcome to the future -- it was made with you in mind.

No, seriously, it was. And most thinkers and inventors throughout time predicted it would be.

In 1909,Nikola Tesla predicted手机的发明是发送消息“因此，任何人都可以拥有并操作自己的设备。”1987年Roger Ebert saidwe’ll have “a push-button dialing system to order the movie you want at the time you want it” -- and Netflix launched 10 years later. Even the writers ofThe Simpsonspredicted the invention of the Smartwatch in the 90’s, where it was used in one episode to communicate a message and solve a problem.

Okay, but how does this have anything to do with customer success?

Well, look at the language -- for Tesla, the benefit of cell phones would be their ease of use and simplicity. For Ebert, the benefits of “Netflix” would be its on-demand functionality. And inThe Simpsons, communication via Smartwatch saved the day.

Everything about products (and services) of the future, according to our 20th-century predictors, would be made to emphasize the success and experience of the customer -- better their communication, give them autonomy, and allow them to have choices.

Customer success has been on the mind for centuries -- just not in the context of SaaS companies. Now, the concept has shifted -- it’s not all about the product anymore, but rather the whole package. And that’s where our modern day thinkers and inventors will step in -- to tell us how we can take concepts from the likes of Tesla and Ebert and translate them into something that feels more real than science fiction.

Inspirational Customer Success Quotes from 5 Experts

1）林肯·墨菲

Much has been written on墨菲不得不说关于客户成功 - 作为恰当命名的作者Customer Success, Murphy is considered one of the pioneers of this revolutionary concept. But sometimes, short and sweet is enough. Pinned to the top of his Twitter feed is this tweet from April of last year, and it pretty much says it all:

Key Takeaway:

Talk to your customers. What do they want? What do they need? And what do you have to meet them halfway?

作为客户成功经理，您应该在互动开始时已经有一系列问题要问他们，但这并不适合所有尺寸 - 预计客户的需求意味着研究前后的研究。这也意味着优先级 - 将他们的需求提出来。

专注于客户的期望结果将有助于您设想最终结果，并使您更轻松地调整两个目标。It may also take negotiation –- the path to the customer’s desired outcome might look different for you than it does to them, so being willing to adapt to their needs is paramount (but not so much that you risk the integrity of your brand and business). You’ll get what you want by helping your customer get what they want -- it’s a win-win for everybody.

2)托马斯通古斯语

通古兹，Redpoint的风险资本家和Winning with Data, has abrilliant blog在所有创业公司中，他谈论了客户成功，客户保留，以及基本上如何从想从事商业的人类开始。我最喜欢的, an anecdote on “oxidizers” in startups, narrates how a business can’t function fully without identifying its weaknesses.

He says in his post:

“At the outset of a startup, engineering throughput can be a limiting factor; the team simply can’t code fast enough. At some point, the product launches but no one knows about it. Marketing is the bottleneck. When customers come rushing through the door, money in hand, sales and customer support might stunt the growth of the company. Other times it’s culture or product market fit or money or competition. But for each startup at every stage there is a limiting factor.”

Key Takeaway:

Startup or not, identifying the areas where your business falls flat is an integral part of customer success. That’s because success isn’t just in the sale -- it should be at the core of your business strategy.

尽管在销售或发射中的每个阶段可能会有一个限制因素，但通常会有一个简单的治疗方法：通信。毫无疑问：您的客户继任部门是您业务中的独立团队，但他们不应该是一个岛屿。需要在客户成功与销售，市场营销和产品开发之间进行沟通网络，而不仅仅是来回的，而且还进行了讨论，例如与每个部门或季度成功策略评估等每月客户成功团队签到。

This will not only help your business operate more smoothly, but help you actively find where your service is lacking. If one cog in the machine is stuck, the rest of them will grind to a halt, leaving the customer’s experience up to the fates. Identifying your weak links will help you gain back control.

3) Ellie Wilkinson

客户成功的高级经理s at Moz,Wilkinsonis a Princeton alumna and data-loving website design wizard with something to say. At Moz, she’s in charge of all things strategy and direction with the customer success team. Her advice here comes twofold.

First, in aninterview with Amity, Wilkinson explained her team’s biggest advantage with their customers:

“I would say that our biggest advantage right now is that we’re able to provide our customers with the support they need to succeed with Moz at any point in their journey.”

And second, in a tweet:

Key Takeaway:

So how is a customer success team able to provide support across their journey with a company? By asking questions. And not just asking your customers questions, but asking yourself some, too. Reposition yourself as a buyer moving through your sales funnel. What do you want to know? What parts of your site are you attracted to? What do you wish you had? You can never go wrong assessing user experience -- in fact, it’s central to making your customer success strategy work.

4）Carolyn Kopprasch

As the Chief Happiness Officer at Buffer,Kopprasch细节她思考客户成功(various running and health wins) on herblog. She was on the customer success train before people started hopping on, just with a different name (Happiness). In one of herolder blog posts，Kopprasch详细介绍了Buffer的一个网络开发人员如何通过自己回应他的投诉来帮助客户。她在这样的帖子开头详细介绍了它：

“At Buffer and many other customer-centric startups, the product, marketing, and engineering teams all listen to customer questions and answer them directly. This has changed through the years as the needs and team have grown. In its current form, just about everyone in the company ends up hanging out with the Happiness Heroes for about a half day each month.”

Key Takeaway:

Check out how the entire company takes responsibility for customer happiness. Take note of how they check in with each other. This can’t be overstated: it’s the entire company’s responsibility to be on top of customer success, not just the customer success team. They’re there to empower customers, proactively identify when they may not be using the product or service to its full potential, and ensure customer success deliverables are being met, but it’s not up to just them to make sure that things are flowing smoothly with your customers -- it’s up to everyone.

5) Dana Niv

NIVis the Director of Customer Success a writer forOktopost, where she chronicles her social media, customer success, and content marketing adviceon the blog. One thing Niv does is integrate the benefits of social media into the customer success mindset -- a.k.a., building relationships through social media. This is because she’s aware of the customer’s position even before they’re a prospect:

“Today’s B2B customers feel empowered. They demand a whole new level of customer focus, expecting companies to know them personally, recognize their challenges, and cater to their needs.”

Key Takeaway:

Today’s customers are coming to you with more knowledge than any other customer base before them. This is why new social media, podcasting and video tools work so well -- they engage an already-aware audience. By understanding that your customers know about what you do (and decided to come to you), you can adjust your strategy and step up your game. It takes effort to understand their individual needs, but when you do, you create an advocate for life.

The future is now, andcustomer success不仅是流行语 - 这是整个业务转变，它将帮助您与客户建立建设性和有益的关系，并让自己仔细研究自己为他们所做的事情。

思想家和发明者看到它来自一英里外 - 他们知道business growthwould be to ensure that the customer got exactly what they needed before they even needed it. When you invest in customer success,you invest in your business. It’s as simple as that.