There is no one size fits all when it comes to customer success structures. The best structure for you will depend on many factors including, but not limited to; your business, your business goals, how much money you have to reinvest in your business, and the team you are trying to build.
Having an understanding of this can help you create your individual customer success structure. But first, let’s have a look at what it is.
What is a customer success structure?
Your customer success structure refers to the processes your CS professionals work to. It is separate from a customer success strategy; the customer success structure is how you divide work and processes between your team. This enables your CS professionals to work together and understand how to work within their particular role.
How do you create a customer success structure?
The first step to creating a successful customer success structure is to share data across the individual teams in your business. This enables your team to access the information and data they need as and when they need it.
Secondly, instil a customer first approach. The main objective of customer success is to build long lasting relationships with your customers and ultimately create brand loyalty and advocates for your business. Having a customer first mentality is what will help guide your team to ensure that this objective is met.
You need to ensure your communication is on point. In an ever changing world that is customer success, ensuring your staff understands and is kept up to date on what is happening around a client or project is important. Having processes to enable effective communication is a key part of your structure.
Processes are key, but they can change. Having the flexibility to adapt quickly to your client’s needs is imperative to customer success. Reducing churn, creating brand advocates and really championing your clients will require flexibility. It’s the human approach that makes a team successful in customer success.
How do you improve a customer success structure?
The main way to improve a customer success structure is to always look at your processes. Staying vigilant and seeing what is working and what isn’t will help guide you through improving your processes and structures. Not everyone can accept change so easily. However, to ensure you continue to maintain a customer focused approach, looking for the ways to change and being adaptable will keep you on track.
The main key takeaways from building and improving your customer success structure is to remain open and flexible. While simultaneously working on effective and efficient communication. Always consider your business and business goals and keep the customer at the heart of every business decision.
In an ever changing world, finding the right people for the right role can seem difficult. Working with the right recruiter to help you build the best customer success team is key. Here at ABR we focus on finding the right people for the right role. Customer success is about people after all, and when you have the right people you have it all. Contact our team of experts today to see how we can help you build a successful team.
