確認客戶採用我們產品/服務的目標，如何在這個過程中發揮關鍵作用，並在整個客戶旅程中引導客戶實現他們的期望。

對於中小企業而言，在數位轉型的過程中，往往存在著隱含的期待，即希望能保持現有的人事編制和作業流程，同時實現數位化的改變。

然而，很多情況下，這樣的期望可能導致落差，當企業在實際使用系統後發現操作困難，或員工反彈，整個數位轉型過程變得痛苦而低效。

因此，若您的公司提供B2B SaaS產品，並專注於後端客戶顧問的服務，這一集將對您而言將有助益。

我們將深入探討如何進行「期望管理」，通過詢問訪談、確認客戶階段性目標，以及聆聽客戶的問題和反饋，來挖掘客戶真正的需求和願景。

我們將分享經驗和見解，陪您探索如何從中找到對應的解答，以及如何適時回應客戶，實現成功的客戶旅程。

In this episode, we dive into the challenges B2B SaaS service companies face in front-end marketing promotions and back-end customer success consulting services, and how to guide their customers to clarify their goals.

Identifying how the customer's goals for adopting our products/services play a key role in this process and guiding the customer throughout the customer journey to fulfill their expectations.

For small and medium-sized enterprises (SMEs), there is often an implicit expectation to maintain existing staffing and business processes while realizing digital changes in the process of digital transformation.

However, in many cases, such expectations may lead to a fallout, and when organizations find it difficult to operate the system after actually using it, or when employees rebound, the whole digital transformation process becomes painful and inefficient.

So if your company offers a B2B SaaS product and specializes in back-end customer consulting, this episode will be of real benefit to you.

We'll take a deep dive into "expectation management," uncovering the true needs and visions of our clients by asking for interviews, confirming their milestones, and listening to their questions and feedback.

We share our experience and accompany you in exploring how to find the right answers and how to respond to your customers in a timely manner to realize a successful customer journey.

活動小貼士單元：場地動線安排 ı IG帳號

Event Tips Module: Arrangement of venue movement ı IG Account

**如果覺得茶水間對你有一點點小幫助，歡迎抖內請我們喝杯手搖！繼續一起在客戶成功茶水間聊天解決工作的煩惱 >>> **https://pay.soundon.fm/podcasts/a24f2861-8542-4c96-b1bf-c9236d183ec8

客戶成功茶水間，募集企業組織裡有客戶成功團隊的公司，一起上節目聊聊客戶成功徵才議題。

或是您的公司有客戶成功人員的徵才需求，也可以透過資訊欄聯絡方式提供給我們，我們將會在節目和資訊欄上幫您曝光。

The Customer Success Pantry invites companies with customer success teams to join us on the show to talk about customer success recruiting.

Or if your company has a need for a customer success recruiter, you can provide us with the contact information through the message board, and we will help you get exposure on the show and in the message board.

如果在建立或管理團隊上有任何疑問，歡迎來找我們聊聊能怎麼協助您。

If you have any questions about setting up a customer success process, feel free to stop by and talk to us about how we can help you.

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