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Welcome to the latest edition of our weekly newsletter. This week we talk about:
Don’t automate everything
It’s never too early to start an Advisory Board
The knowledge you gain is vital
Let’s get into it…
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Real Conversations
In the early stages of setting up a Customer Success function, it may be tempting in this day and age to automate as many processes as possible. However, the reality is that you need to be talking to customers as much as possible.
Nothing can replace actual conversations with your customers. This is the best way to get first-hand feedback about your product and services. If you're still at the stage of building out knowledge bases and enabling documents, your customer conversations will provide you with the content you need to produce these, an FAQ being a perfect example.
Consider Group Conversations and 1-2-1
In addition to one-on-one conversations, consider setting up a Customer Advisory Board. Yes, these require some investment and planning, but receiving direct feedback from willing customers is well worth the cost.
Those conversations are also the ideal place to understand your customers' goals and objectives. What their challenges are, along with their hopes and fears. When speaking to a larger number of customers, you will start to see patents and common themes.
The Knowledge From Your Conversations are your Building Blocks
All of this knowledge represents the crucial foundations of building a CS department. You can't successfully automate processes where you don't fully understand the entire context.
If you can't answer the below, I'd say you still haven't had enough of those conversations yet:
Can you describe why your customers use your product in just two sentences?
And that’s it for this edition. See you again next week!
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