When the business model is b2b, that is, business to busines
Mar 9, 2024 4:16:04 GMT
Post by account_disabled on Mar 9, 2024 4:16:04 GMT
It is very important to create a relationship of trust , since the service acquired will be part of the core of the company that hires and will impact the results of both, that is, they have a process decision takes longer and will not be changed as easily. After understanding these particularities and making a personalized sale, the next step is an onboarding process so that the platform can be presented and any doubts can be resolved. This is the stage of welcoming and offering training — it is at this point that the expected value gain begins and the solution begins to take shape. Country Email List Especially if it is a digital and technological product, this step is essential. When we talk about a chatbot, for example, it's time to align expectations and know what to expect from it and artificial intelligence. Onboarding is nothing more than carrying out the “onboarding” process; it is the implementation that guides new customers in using products and solutions. This guarantees guidance at the right time, in addition to being the time to answer technical questions from all areas and generate proximity between companies. In value-added service and it companies, this is even more fundamental, since, if they do not understand the solution well, the customer will become frustrated and constantly turn to support or even look to the competition.
Managing customers well may seem complicated and involve many steps, but it is important that, just like the customer success strategy, all areas of the company are involved. After understanding, segmenting and training, it is important to offer support and have personalized support . These processes need to be agile and have quick experimentation and implementation phases, as the technology market has several players offering very similar solutions. How do we do it at take? At take we have a large customer success area that is directly served by digital cells, squads with different specialties and that can manage success thinking about design, development, project management , artificial intelligence and data analysis. Furthermore, other support teams make this management happen on an on-going basis . This is one of the differentiators that companies will need to adopt: having multidisciplinary people who will understand both business models and not having just one person managing the account. Furthermore, understanding how specialties can complement each other made a big difference in our process. Today we have a composition that has a direct interface with customers , as the solution is being designed and developed: user experience, customer success manager, project manager and key account manager.
This means that the experience, contractual conditions, project, communication strategy and data analysis are being carried out by specialist professionals who, at the same time, provide input to meet the specific needs of each specific client. Finally, it is important to always collect feedback to understand whether this process is flowing internally and externally and apply the necessary corrections . Quarterly or semi-annually, it is interesting to send a survey to understand in depth what these customers think, what should be maintained and what requests frequently appear and which could become new features. Managing customers well does not depend on the size of your company — any organization benefits when it has satisfied customers.What is digital marketing ? What are the strategies and channels you can use to promote products or services on the internet? The internet has transformed people's daily lives and this transformation has changed the way companies relate to people. New hobbies, new behaviors, new customer desires and needs have made marketing adapt to reach customers on these platforms as well.