In this necessary process of customer loyalty , the customer success manager is becoming increasingly important, and his or her work goes beyond convincing the user of the value that the purchased product or service provides.
Brands need to invest in customer loyalty. In fact, more than 55% of e-commerce businesses plan to increase their loyalty budgets ( CrowdTwist ).
That's why becoming a customer success manager is an attractive option. In the current scenario, customers demand people who understand them and focus on solving their needs in the long term.
If you are thinking about filling a position cocos isiands keeling email list with this profile or hiring someone to take on this important responsibility in your company, you have come to the right post!
Stay here and learn what a customer success manager is , its importance in organizations, and what the requirements are to become a customer success executive.
What is a customer success manager?
Customer success managers, also known as customer success managers (CSMs), are executives who support leads in their transition from potential customers to active users of products or services.
Their task is to achieve and consolidate customer loyalty by fostering long-term and close relationships with the user. At the same time, their management is focused on meeting the consumer's needs in the long term.
As a rule, customer success managers stay with the same customers for the duration of their employment. In doing so, numerous interactions occur, which fosters loyalty.
In fact, one study found that frequency of interaction drives loyalty and advocacy in the following proportions:
87% if it is daily;
64% weekly;
49% monthly;
only 33% if it occurs a few times a year.
The customer success executive works to solve problems before they happen. This is how Delores Cooper, Customer Success Manager at Zendesk, sums it up:
“Have you ever gone out to eat and felt overwhelmed by the menu? And what you really want is someone to help you decide? That’s how I see the customer success team (…) [We] look at the whole picture; what will provide immediate gratification and long-term stability. Customer success team members accompany the customer on their journey and stay throughout the lifecycle.”
Want to learn more about the customer lifecycle and how to manage it? Learn how to do it in 5 steps .
Customer success vs customer service
The main difference between a customer service representative and a customer success specialist – as we can also call customer success managers – is that the former react when problems occur, while the latter work to solve them before they arise. Therefore, both are committed to achieving customer satisfaction but with a different focus.
Want to learn more about customer service and how it works? Check out the Customer Service Roles Handbook , our practical guide to the customer service department.
The Customer Success team proactively supports the customer journey to suggest new and innovative ways to leverage the benefits of products and services.
Customer success departments are a fairly new trend. Their popularity has skyrocketed as companies began to value investing in customer relationships.
Did you know that 63% of managers say their companies prioritize customer experience more than they did a year ago? Zendesk’s Customer Experience Trends Report 2021, available for free download, brings updated insights into customer and company behavior in a new service context.
