It all boils down to designing these procedures around aha moments. While processes and procedures may appear to be the polar opposites of aha moments, they can also serve as a catalyst for creating and maintaining them. How processes can aid in the creation of “aha” moments It’s all part of a company’s customer-centric culture and dedication to quality. Creating aha moments for customers is more than a customer success manager’s job description (CSM). An aha moment can result in a client referral, account renewal, or even an unprompted endorsement from a customer’s CEO.
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It could be as simple as mailing them a ‘just because’ customer appreciation gift or providing them with a free additional service.Īha moments are what make regular consumers become top clients. An aha moment is one in which you go above and beyond. This does not imply joining a conference call a few minutes early. So, how do customer success teams accomplish both goals? The key is to achieve these “aha” moments by utilizing processes.ĭelivering an “aha” moment to a customer entails going the additional mile or going out of your way to express your gratitude and acknowledge the importance of your customer.
While these processes are essential for achieving goals and meeting customer milestones, providing exceptional, individualized customer experiences is equally crucial. Some customer success teams struggle with this balancing act. The solution is to drive those ‘aha’ moments with customer success.
While these procedures are necessary, they might make the customer engagement process feel sterile and “formulaic” because it is based on a formula. They ensure that nothing important for particular customers falls between the cracks.
Many customer success teams rely on a systematic approach to get everything done during the day. Processes are king in the field of customer success.
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