- 5 min read
Uncover Winning Customer Goals
Writing Customer Goals is not easy, especially when you're tasked with creating an effective customer success plan. Read this article to learn.
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The most important part of a CSP is the content it hosts.
There are a few distinct ways to uncover the best KPIs to target for your success plans:
1 . Asking your customers: This purely depends on how 'clued up' your clients are about their departmental goals but you can uncover these by asking the right strategic questions around why they need your solution and what business goal they're hoping to achieve with it.
If your product is super clear, then it shouldn't be a problem.
2. Use your Company Case Studies and see what are the most common problems customers have outlined your product helped them achieve.
30% YoY growth in X for example.
3. Customer Feedback: Dig through your customer feedback and use tools like ChatGPT to help you summarise the key takeaways your customers have highlighted - use these outcomes as the basis of the new success plans you build for your customers.
4. Previous success plans: Look through your most successful CSPs from previous clients and replicate them with the obvious adjustments required to suit your current clients. This might serve as inspiration for your clients too.
Expanding on uncovering Customer Success Plan (CSPs) goals here are a couple more:
5. Industry Research: Conduct thorough research on industry trends, challenges, and best practices. Understanding the broader landscape can help tailor CSPs to specific industry needs and anticipate future challenges that clients may face. Then iterate from there.
6. Data Analytics: Utilize data analytics tools to analyze customer behavior, usage patterns, and engagement metrics. By identifying patterns and trends, you can pinpoint areas where your product can provide the most value to customers and tailor CSPs accordingly.
7. Competitor Analysis: Study competitors' offerings and customer feedback to identify gaps in the market and areas where your product can differentiate itself. By understanding what competitors are doing well and where they fall short, you can tailor CSPs to highlight your product's unique value proposition.
8. Internal Collaboration: Foster collaboration between your customer success, sales, marketing, and product development teams. Each department can provide valuable insights into customer needs, pain points, and success stories, which can inform the development of CSPs that align with overall business objectives. We'll expand on this in a future post.
9. Continuous Iteration: Treat CSPs as living documents that evolve over time based on feedback, performance data, and changing business goals. Continuously iterate and refine CSPs to ensure they remain relevant and effective in helping customers achieve their objectives.
10. Thought Leadership and Expertise: Leverage your company's thought leadership and subject matter expertise to provide additional value to customers. Offer educational resources, webinars, and workshops that empower customers to maximize the value of your product and achieve their goals more effectively.
By incorporating these additional strategies into your approach, you can further enhance the effectiveness of your CSPs and drive greater customer success and satisfaction.
These are just some ways you could uncover CSP goals for your customers.
Can you think of any?
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Use Retentional.net to build, manage and scale your customer success plans.