Client Success

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An Introduction to Client Success

In today's age, it's true that businesses require excellent Sales and Marketing in order to be successful.

However, with the continuously growing number of startup businesses that emerge in different industries nowadays, you'll need more than Sales and Marketing alone to grow your business!

That's where Client Success comes in, one of the most popular growth opportunities in business today, across different industries.

Client success anticipates customer challenges and proactively provides solutions, as well as customer support.

As a result, client success helps** boost your customer's happiness and retention**, providing a** positive impact on your business's revenue and customer loyalty**.

Below are phrases that best describe client success, except one. Which is it?

Why is client success important?

Businesses can utilize the power of customer success to grow their base of advocates and promoters. This helps boost renewal rates, especially for subscription-based businesses.

Customer success leads to business success as it helps improve customer happiness and loyalty.

As a result, your business will have more happy and loyal customers which leads to reduced churn rates, improved retention, and a boost in revenue!

Remember: Successful businesses ensure the happiness and success of their customers. Genuinely helping your customers succeed helps you turn them into loyal advocates of your business. This allows your business to grow sustainably and at the same time, build a long-term relationship with the people you depend on most, your customers.

** Active Listening and Advocacy Language**

If you can recall, one of the key points mentioned in the previous lesson is that client success focuses on helping customers proactively, and this is by learning their challenges or answering any questions about the product/service that they have in mind.

In order to achieve this, however, keep in mind that effective communication with clients is also required.

**Did you know? ** Research suggests that we only remember 25-50% of what we hear during conversations? Quite the statistic.

Knowing just how much information we can take away from conversations is essential to improving our communication and active listening skills when engaging with customers.

To actively listen to someone means to empathize with them so you can gain a holistic understanding of their message.

Acknowledge that you're listening If the first step is to show your clients that you are listening, the second one is to make them feel like it. Aside from indicating that you are listening, it also shows them that you are trying to avoid interruptions. Examples: • Using verbal nods during phone calls such as "Uh-huh" or "Sure". • Physically nodding if you are in a web meeting.

Give feedback

Another vital part of active listening is giving feedback, asking questions, or summarizing back to the client what they said to show that you are listening, and confirming if you heard what they said correctly.

Some may find it hard to ask questions or summarize their points because they fear that the client might get offended, but what it really does is simple:

Either they will tell you that you are right, or help you learn more about what they are trying to get across by telling you more about it. Customers often respect that you're attempting that and will help you fill in the blanks.

Advocacy Language When using advocacy language, what you're doing is putting the information you picked up from the customer or you already know and using terms that have a positive connotation. This language also lets you focus on being customer-centric and convey to your client that you care. By using Positive Language and Avoiding the Blame Game, you can ensure that you're providing the client a positive experience. Personalization, consistency, efficiency, and accuracy are the other elements of advocacy language that we will cover in the next few slides. View the next slide to learn more about Positive Language and Avoiding the Blame Game!

Key Points to Client Success

Take a moment to pause and suspend everything you know about our service or product.

Now, try your best to gather what someone who is not an expert on our service or product may have difficulties with.

Use the right support channels. Use self-service content like a support page to supplement interactions. Use live chat to resolve small issues quickly. Use email to communicate asynchronously. Use calls for complicated or technical conversations.

What are good practices when doing presentations? Select ALL correct answers

Build Rapport Engage in small talk and make them comfortable by referencing something personal to them. For example, "I saw on LinkedIn that you launched a new product."

Establish the Rules of Engagement What is the call/meeting about? How long will it take? Can we ask questions during the meeting, or should we save it for after the presentation? Answer these questions before starting.

Before going in-depth, give a one sentence summary of the next point of discussion Meetings can be long, and information overload is a real problem. Giving a short, one-sentence summary of your next point of discussion before going in-depth is a good way to keep your listeners paying attention.

Use stories to make your points Such stories can reference what other customers have done, or your personal experiences which can be related to your topic. Stories and anecdotes are effective since they talk about actual occurrences rather than mere theory.

Reiterate your main point before moving on This is to ensure that everyone understands what you just discussed, so they can keep the context in mind before you move on to the next point of discussion.

Interacting with Customers

The Hesitant Customer These are customers who aren't too confident experimenting with your product and/or service on their own. It is common for these types of customers to ask for walkthroughs via phone or video call before they try something new. In these interactions, it is important to remember that we are not only aiming to solve their current problem... .. we're also looking to provide them with the knowledge, advice, and tools they need to confidently move forward on their own.

The High-Priority Customer

The goal in this interaction type is to solve the problem ASAP. This type of issue is best solved via phone/video call as you will need to leverage your knowledge and expertise to direct the customer to the quickest path to resolution while minimizing frustration.

The Frustrated Customer

On occasion, clients may be overwhelmed with frustration and choose to vent to your customer support team.

When you recognize the frustration in their words and tone, it's important to stay calm and NOT take their feedback and comments personally, no matter how negative. Our job is to listen, empathize, and understand their problem.

Afterwards, you can work together with the client to define their goal and come up with the best solution