Customer Service | 4 min read

From Backburner to the Main Seat: Why It's Time to Prioritize Customer Success & Service

Posted By
Alonah Gill-Larbie
From Backburner to the Main Seat: Why It's Time to Prioritize Customer Success & Service

In the hustle and bustle of sales targets and marketing campaigns, customer success (CS) and customer service (CS) teams can sometimes get pushed to the back-burner. Yet, these departments are the unsung heroes of any thriving business. They're the bridge between first touch and long-term customer loyalty, ensuring customers not only remain loyal, but thrive with your product or service.

So, how can companies shift their focus and prioritize these crucial teams? Here's a roadmap to get you started:

1. Reframe the Narrative: From Cost Centers to Strategic Assets

Many view CS and CS as operational expenses. Here's the truth: they're revenue generators! Happy customers spend more, renew contracts, and become brand advocates, attracting new business through positive word-of-mouth.

2. Break Down Silos: Foster Cross-Departmental Collaboration

CS and CS teams shouldn't operate in isolation. Create a collaborative environment where they work hand-in-hand with sales and marketing. This fosters a shared understanding of the customer journey and ensures a seamless experience from initial contact to ongoing success.

3. Invest in YOUR People: Empower Your Teams

Your CS and CS teams are the frontline, interacting with customers daily. Equip them with the resources and training they need to excel. This includes in-depth product knowledge, excellent communication skills, and access to the tools and technology that streamline their work and elevate customer interactions.

4. Make Data-Driven Decisions: Measure What Matters

Numbers tell a story. Track key customer metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer lifetime value (CLTV). Use this data to identify areas of improvement and measure the impact of CS and CS initiatives. Demonstrate to leadership the positive impact these teams have on the bottom line.

5. Celebrate Success and Encourage Feedback

Recognize and reward the achievements of your CS and CS teams. Celebrate wins, big or small, to boost morale and keep them motivated. Encourage open communication and actively solicit feedback from both customers and team members. Use this feedback to continuously refine processes and improve the overall customer experience.

6. Embrace Customer-Centricity: Make It a Company-Wide Value

Building a thriving customer success culture takes commitment from everyone! Foster a company-wide mentality where prioritizing customer needs is ingrained in every department and decision.

The Road to Sustainable Growth

Investing in customer success and customer service isn't just about keeping customers happy, it's about ensuring the longevity and success of your business. By empowering these teams and prioritizing their role in the customer journey, companies can cultivate long-term customer loyalty, drive sustainable growth, and leave the competition in the dust. Remember, in the business world, happy customers are your greatest asset. Make sure you're giving them the attention they deserve!