The final step in the launch phase is to set KPIs for customer success initiatives. In order to properly evaluate the effectiveness of each initiative, it is important to set KPIs and review them regularly.
Examples of customer success KPIs are introduced in this article. Once you have made the necessary preparations, run the business flow and operations you have decided on, monitor the effectiveness indonesia consumer email list of each measure, and plan your next measures and strategies. Don't forget to collaborate with CSM and other departments .
Tools used in CS Ops
We will introduce four tools that are commonly used in CS Ops to improve the efficiency of customer success operations and maximize results.
CRM/MA Tools
CRM is a tool for managing customer information and sales. When the number of customers is small, it is possible to manage them with Excel or spreadsheets, but as the number of customers increases, management becomes complicated, so CRM is often introduced.
In addition, communication with customers through technical touch can be automated (semi-automated) by using MA tools. It is a useful tool not only for marketing, but also for customer success. These CRM and MA tools are often used across departments, and the operating policy of the tool must be designed for overall optimization in cooperation with other departments.
If you have already introduced CRM but have not yet felt the effects, this article explains the points to look back on.
<Representative examples of CRM and MA tools>
・Salesforce
・Marketing Cloud Account Engagement (formerly Pardot)
・Hubspot
・Adobe Marketo Engage
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