This article will also dismantle the above three steps in detail. 1. Customer Success Goal Setting The goal of customer success must be combined with the company's mission job function email list and vision to complete the company's product value implementation. For example, job function email list by helping customers reduce costs and increase efficiency to achieve customer business upgrades, it is the strategic goal of the customer success department to achieve. In order to achieve strategic objectives, work objectives can be divided into key objectives, process objectives and value objectives.
The key objective is the core indicator of the customer job function email list success department and an important indicator to promote the healthy development of the company's business. Only when the key objective is achieved can the realization of the strategic objective be discussed. The process goal is the dismantling of the key goal and the work goal of the customer's life cycle management. Only when each stage goal is achieved can the key goal be achieved. The value target is job function email list an indicator to improve the company's competitiveness. Only when the value target is achieved can the company's products be improved and more customers served.
Next, we will take a company in a medical vertical job function email list industry that focuses on providing SaaS services for clinics as an example, to simulate the construction and target disassembly of the customer success system: Strategic goal: to achieve the company's business upgrade by helping primary medical care to reduce costs and increase efficiency; Key goal: job function email list increase customer renewal rate, customer renewal rate; Process goal: increase customer enablement rate and increase function utilization rate; Value goal: reduce R&D costs and customer acquisition costs. How does a saas company serving small b end build a customer success system 1.