Running Your Customer Success Org at Peak Efficiency

By Maranda Dziekonski

Whether we are a small bootstrapped team or a large resource-rich one, we always find ourselves having to do more with less. As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?” I am not opposed to hard work, but in the era of technology, artificial intelligence, and tools galore, it would be silly not to take advantage of all that is offered. Not only will optimizing help you scale, but it will free up your ever-so-valuable resources to focus on the high-value activities that cannot be automated or operationalized.

There are many things that you can do to help your Customer Operations Organization run at peak efficiencies. Below are three simple steps to get you started down the journey of operationalizing.

Step 1: Do an inventory

Do an inventory of every type of communication (to both internal and external customers) and processes you own. Really dig deep on this one. Chances are, there is still a large portion of your communications that is manually sent and could potentially be automated.

Great places to look are:

  • Support – Is your team still manually responding to every single ticket that comes through? This is usually the biggest low-hanging fruit item. There are many ways to add automation that can solve simple inquiries.
  • Success – Product updates, engagement emails, onboarding communications, all of these are things that you can automate (we will touch upon a few of these in greater detail below).
  • Surveys – What surveys are being sent to your customer and how? Believe it or not, the majority of surveys sent still require heavy manual intervention. Solve for that.
  • Insights/Reports – Look at how you are currently disseminating information (usage, value, and so on). Is it manual? Is there a way to solve for this either in your product or via automation?

Make a list with each area of opportunity. You will use this list in the next step when figuring out where to focus first. Protip: I have a never ending list that I am always adding to. I actually keep it open all of the time. If I ever find myself with downtime, I revisit the list and look for ways to continue to iterate and improve.

Step 2: Solve for the obvious stuff

Once you’ve done your inventory, pluck that low-hanging fruit off and start your automation and operationalizing adventure. Trust me, a small investment early on will have a big efficiency impact down the line.

Your “obvious stuff list” will definitely depend on the results of the inventory that you conducted. But, in general, a few easy things that you can implement are:

  • Onboarding Guides – There is great value in building onboarding into your product, but if that is not possible or doesn’t make sense, figure out how to operationalize your onboarding as much as possible. A great way to do this is to trigger specific emails to send at different phases of the customer’s lifecycle. For much larger Go to the full article.

    Source:: Business 2 Community

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