Where they’ll spend most of their time. Essentially, it describes how well your customer uses your product to experience value. That having been said, always remember that product usage is the means to an end. It is the tool to achieve the customer’s business goals.
Your adoption goals will be guided by the information you collect on your customer’s ongoing product experience. These day-to-day behaviors can be combined with strong business algorithms to create product usage metrics and an overall customer health score that will guide your customer engagements. These tools let you prioritize your accounts so that those in danger of churn and those ready for renewal and upsell get fast attention.
For example, a customer with a low health score may have become frustrated with your product because they’ve not progressed to using more advanced business features. Closely following your customer will reveal this potential problem, and proactive thinking should mean there’s a personalized campaign ready to roll out that includes support for accessing the necessary features.
Because adoption is such a large stage of the journey—for years—your organization should be ready to accommodate product and workflow shifts based on customers’ ever-changing business needs.
Escalation – Opportunity in Disguise
Customer escalations are rare and valuable assets. In other words, If you receive any kind of feedback from your customers, cherish it. Sound B2B customer lifecycle stages management dictates that each phase of the journey must be driven by actions that align your goals with your customers, and escalation is the easiest to execute.
Here, you should work to ensure:
- All customer escalations get a rapid, personalized response
- The customer is informed of the escalation process and given a timeframe for a solution
- Regular updates are sent to the customer as the process unfolds
- All relevant internal stakeholders are notified of the problem
- The escalation is compared to the experience of customer in the same account segments
Make sure you’re mapping the different escalation reasons, and Ecuador Email List building the proper playbooks and responses to each type.In other words, If you are lucky enough to hear directly from your customer be prepared to act on their advice, and potentially change your methods.
Renewal – Everyone’s Responsibility
Renewal is essential to the growth of every SaaS enterprise. It is not exclusively tied to an anniversary date but is a result of the entire customer experience. In other words, That’s why it is critical that all the customer
B2B Customer Lifecycle Stages Drive Value
The customer lifecycle model of understanding modern business lets you CRYP Email List stay relevant to your customer every step along their journey. Of course, these stages don’t occur in neat linear flows like rungs on a ladder.
To make sense of this complexity, you need comprehensive customer success software.
Totango customer success platforms are designed to keep you in constant contact with your customers. Request a demo today and find out more about your customers.