Episode 31 | Keeping Customers Happy

• Today’s customer success: Customer success is not just about selling products but ensuring that customers achieve value and satisfaction from their purchases. In terms of software implementation, early stages are critical for customer success, with the first year being defining.
• Evolving sales team: Sales teams are involved longer than they have been in the past. Having the same salesperson throughout a multiyear contract is ideal. The emphasis on customer success and customer satisfaction is important for sales teams because it’s another selling point for them. Reviews and other measurements are helpful for sales teams.
• Clear communication and expectations: Misaligned expectations can lead to project failures and dissatisfaction. Clear communication between customers, partners, and vendors is necessary to avoid misunderstandings and to ensure that everyone is on the same page regarding goals, timelines, and outcomes.

The Big Quote: “Customers don’t want to be marketed to anymore. They want to hear realistic stories, they want to hear candor from clients who have gone through the experience . . . authenticity is so important.”

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