The Customer Success platform is the sole hub of customer data. All support tickets, product usage, and adoption, downloads, up-sells, or other customer signals are fed into the Customer Success software. When customers use your product through a support ticket or raise a flag on your product for any reason, it is fed into the software. This creates an all-encompassing view of each customer’s history with your company: their interactions with sales and marketing teams; each time they used your product; how they have used your product; and any conversations you’ve had with them—these are all represented in the 360-degree.
Recommended read: What is Customer Success?
When you reach the end of an engagement with a customer, what happens to all of that data? How can you access it and use it to make future engagements more meaningful? Customer success software in Comfy CRM is designed to provide a complete view of your customers. By connecting data from each customer account, and engagement signals, customer success software allows you to get insights into how a product or company is really performing.
With customer success software, customers request and receive help from the customer success team, rather than IT or the vendor. With a 360-degree view of the customer, customer success software allows the team to anticipate and solve problems before they affect revenue or adoption. Also, the software helps to identify customers at risk for churn or not using the product as expected.
If you’re a customer success manager (CSM), it can be difficult to keep track of your customers and what they need, especially when the number of customers you support grows. Customer data often lives in multiple places, and is difficult to centralize into one place. What is cloud customer success platform? The answer lies in having an all-in-one solution that gives you visibility into your customer’s journey. The platform is formed from several things: data collection, data management, business intelligence – to name a few.”
With customer success software, you can create a single view of each customer in order to streamline internal process, improve support operations, and enable a range of new product features. You can also use the platform to track key metrics such as customer acquisition costs and product usage or adoption by customer.
Customer success platforms provide online tools to build, nurture, and retain customer relationships by delivering a unified and actionable view of the customer across all channels. This unique view is the backbone for the engagement logic and functionality that scales customers into paying and profitable users. Once this platform is in place, organizations can better predict customer churn, respond faster to support inquiries, upsell opportunities across a customer’s full relationship lifespan, and ultimately increase customer lifetime value.
Customer success software takes information from your customer’s perspective to help you improve their experience over time. Unlike traditional customer support or feedback software, it’s not just for collecting information about customers. Customer success software combines the power of cloud technology with data analytics to give an ultimate perspective of each and every customer.
Recommended read: What is CRM software?
Customer success software that is enterprise-grade and affordable could give your team everything they need to be on the same page in terms of data, users, support, sales, and growth. Comfy CRM is the only industry tailored CRM software on the market with integrated 360-degree customer view, that empowers sales and marketing teams to quickly identify key opportunities to help keep customers successful.