The author has been engaged in customer success for more bulk sms service than 3 years and is currently the head of customer success for a vertical SAAS company. I have also been following some articles in the area of customer success, but found very little introduction to actual combat experience. Most of them still stop at introducing the concept of customer success and some theoretical knowledge, so I want to share some of the current practical experience, hoping to pave the way for future generations bulk sms service and avoid some pitfalls. The management of user life cycle should be familiar to everyone. In C-side operations, some funnel models and LTV indicators are often used to measure and manage the user's life cycle, in order to better enhance the customer life cycle value. Then the customer life cycle of the B-side What should management do?
The author encountered the following problems in the bulk sms service actual combat process: By establishing a standardized customer life cycle management process and system, clarify the goals to be achieved at each stage, and design or purchase some supporting customer management tools to ensure that the standardized process can be well implemented. Customer Journey: Explore the in-depth features of the product, and want to know how to better operate the product to solve business problems Stage goal: to create a "high-play" customer benchmark case, the head drives the waist customers, and helps customers bulk sms service unlock advanced functions Work points: Regularly visit top customers, and appropriately tilt operation and service resources to the top customers; Cooperate with the marketing department to create benchmark customers, and show their opinions through online live broadcasts and offline salons to drive medium and long-tail customers.
For customers with a higher degree of onlineization, you can bulk sms service consider establishing UGC content products (community, community), Increase communication between customers; Respond to customer needs in a timely manner, so that everything has a response, if possible, set up a demand feedback channel in the product to directly reach customer needs; 5. Customer churn period Customer journey: products/services cannot solve problems, no use, special node products cannot meet bulk sms service business needs Stage goal: Regularly visit customers, grasp the changes in customer needs, and actively provide solutions at special nodes Work points: Do a good job in customer maintenance for regular return visits, and keep abreast of business changes and personnel changes within customers; According to the actual situation of customers/industry, proactively provide solutions; 6. Customer renewal period Customer journey: The product/service cannot solve the problem, no need, re-decision and compare multiple products