Here is a webinar, where my experience building customer success into the primary customer-relationship role at Axios HR was featured by Tracey Wik at GrowthPlay.
As we all know, customers succeeding in their use of your solution (our PEO services) and then ultimately in general (growing profitably!) Well, that is what is at the heart of growth. As i began to understand the trend around customer success, it made sense to embed this role into our key client-facing role: The Human Resource Business Partner.
So what is the role of Customer Success? The role of customer success is to:
To ensure usage or adoption of the services purchased
To crosssell, upsell, or expand accounts
To ensure customer retention/ renewal
To respond to and resolve general customer questions and complaints
To respond to and resolve technical questions
As we applied this to our HR professionals, we began to see that we had to get some of the administrative work off their plate so they could operate differently and and have more time to talk to clients about their needs and make sure our services were matching up with where they had people challenges.
This was the beginning of re-engineering the rest of operations to support this shift. We started at the tip of the spear, where our clients engagement was highest!