Customer success is a vital, yet often overlooked part of keeping and growing a business. All too often, companies struggle with onboarding and engaging their clients in a way that gives the customer maximum value. You put so much work into developing a great product or service, a ton of time and effort into marketing and talking to potential customers and clients, and highlighting how what you offer can meet a need, but the ball gets dropped when it comes to keeping and maintaining customers and getting them to renew with you. The customer success bow tie is made up of two parts, the buyer’s journey, and the customer’s journey. Together, the bow tie holds the key to customer success, customer retention, customer renewals, and ultimately more revenue for your organization. Donna Weber explains the customer success bow tie and how to implement it in this expert sales interview, hosted by John Golden.
This expert sales interview explores:
How low retention can damage businesses
The steps for successful onboarding
Consequences of low retention:
The bowtie of customer success is very important, for a lot of reasons. One of the main reasons, though, is based in the cost of acquiring new customers. It is very expensive to get a new client. It can be 6 times, up to 10 times more expensive to acquire and onboard a new client then it is to maintain relationships and continue doing business with old clients.
The importance of onboarding:
Onboarding is not just one person job. Customer success is not just one person’s job. Teams must work together to provide a seamless journey for their customers, from the time that they first interact with their new clients onward. There is a six-step onboarding process that will help you create great customer success.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.