Customer Success: benefits, metrics and 10 essential Bitrix24 tools

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Customer Success is a strategy that makes sense for all companies that want customers satisfied with their products or services, but this area is even more relevant when we consider that the customer returns and recommends your company when they are delighted by it.

Did you know that it is seven times cheaper for companies to sell to the same customer again than to acquire a new one? And there are many other advantages.

As the relationship between the customer and the brand evolves, you can understand your customer's reality and suggest process improvements or tools that can help them be successful when purchasing your products or services.

This is valid for a clothing store where the saleswoman knows the customer so well that when a piece of clothing with their style arrives, they can let them know, as well as for people who use Bitrix24 and want to know more about customer success.

If you are one of these people and want to understand the benefits that CS (customer success) can bring to your company, how and where to start and which tools to use, you are in the right place! Come with me!

Understand what Customer Success is
Customer Success emerged with Software as a Service (SaaS) companies that distribute and sell business software to keep customers happy and buying from them for longer.

Today, we talk about the customer experience from the first contact with the company, really understanding what they are looking for, recommending the ideal solution for each profile and helping with after-sales .

CS is not a support person or an account manager, but someone who seeks to understand the client's objectives, what they need to achieve success and how they can help in this process – whether by recommending a product, providing afghanistan telemarketing data data or understanding how to improve the experience, always keeping in mind that it is the client's success that we are seeking!

When we talk about software like Bitrix24 , for us, success is not just about using the tool, but also about achieving the objective that the client had when they came to us. Whether it is increasing sales , organizing the company or improving processes .

But not only that, because when this goal is achieved, customer success will change and strategies will also need to evolve together. Therefore, customer success is, above all, very adaptable.

Understand the difference between SAC and Customer Success
Team composed of two women and two men celebrating the excellent results obtained by Customer Success.

These two areas are often confused, the main difference is that SAC is a reactive and punctual service, consumer support, while customer success is something proactive!

CS is focused on proactively monitoring the customer, understanding process improvements as a whole, product and service in general, collecting constant feedback and being able to suggest improvements in addition to content that helps the customer evolve.

The SAC will collect the customer's specific demand and resolve it, as well as gather feedback on that specific service.

Main benefits of Customer Success
The first and main benefit is to maintain revenue. When we look for a new customer, we have marketing , sales and other costs. We cannot stop acquiring new customers, but if old customers leave as much as new ones come in, we will not be able to grow the company and revenue, therefore, retaining the customer is essential for business growth and cheaper for the company.

In addition to recurring revenue, we have upsell and cross-sell opportunities with satisfied customers. This can lead to new opportunities for customer growth and the customer may hire other services from the company or partners.

In addition, we have the advantage that satisfied customers make referrals, making other people aware of our services. You can also create success stories and show everyone the benefits and advantages of your company compared to your competitors. Check out other important advantages obtained with customer success services below:

Customer engagement
When we talk about customer success, we think about contact, relationships, understanding the customer and what they need. Therefore, having an established relationship rule, in which each CS has contact with that same customer at pre-established time intervals, generates engagement, more effectiveness and better results.