There is Genius in business everywhere. 

Everyone with a mission to solve a critical Challenge; A problem that they perceive with a passion to re-invent the way things are done; And in every step trying to deliver as much value as possible; all the while trying to meet goals of profitability, sustainability and growth.

Still... in the end, Its like POPCORN and some Pop. 

And some don't.

And in all this high packed drama of running a business... right from setting up, building a base, selling, serving, funding, acquiring customers, marketing, brand building, IPO, blah, blah ... I am the guy you don't usually see.

I am behind the scenes.

I am the Customer Success Fellow :)

Our Client's WIN is our WIN and we are going to WIN together

Customer's WIN isn't cheap. 

It comes at a huge cost of hours of time spent in understanding their needs, hours (and some times years) of knowledge about using the tools and domain expertise required for the fix. 

And the winning CUSTOMER SUCCESS story is in packaging all the above into a fraction of the time & effort for all those involved. 

I believe, the real SECRET to success is in the ATTITUDE.

An ATTITUDE to WIN for others (The Client)

An ATTITUDE to Listen (To understand the requirement and the problem that to tick a meeting activity in the calendar)

And an ATTITUDE to Serve (Like a Doc, Treat the ailment, the body is in pain.)

Sure, it definitely is for everyone, The best ones are those with a great ATTITUDE and take PRIDE in the SUCCESS of others. And without the expectation of laurels, rewards or salutations on completion of the job.

Because, most times, when the customer SUCEEDS, it rarely returns to you as a thanks and yet you continue on your mission to create magic for your customers. 

Building a culture of Customer Success

We know the power of an Awesome Customer success Attitude, and we want to create a culture around Customer Success. And then its this attitude that sinks in as the guiding philosophy for teams - Product, Development, Marketing, Sales, Finance etc. 

How ?

Here are 6 Simple rules that I follow, and I believe will help me in building an awesome Customer Success culture.

• 1

  Make new Friends

  Aim to build a relationship with your customer. Be empathetic to their problems and understand that there are a 100s of solutions and a million other who could provide the solution that you offer. Be thankful for finding him/her as a customer … every interaction is an opportunity to make a Friend - a relationship, that is much more meaningful that a client-vendor code.

• 2

  Respect TIME - of Others and yours too.

  You can earn the money you spent but can never with MONEY. When someone gives you their TIME, they are giving a part of their LIFE, that which is spent cannot be earned again. Be thankful and grateful for that TIME and utilise it to get the best for them and then yourself. Never insult someone by turning up late.

• 3

  Be Transparent

  Be absolutely transparent in your communication and delivery timelines. People do not want the fastest car on the planet, but they need to reach from point A to point B in a reasonable timeframe. Talk to your client as a friend, talk to them about your hits and misses as you talk to your friend. And never Lie, its Okay to accept your failure, friends do not feel bad when you fail, they come to support you in your attempts. But one single Lie can damage the relationship forever.

• 4
  

  Be Proactive

  SUCCESS is much more than not Failing. It needs a plan and a continuous progress from the current state. A reactive approach can attest stall a failure. Be proactive in observing your Friends (Customers), think what would benefit them even more. And then Plan the next success step for your Friend.

• 5

  Listen

  Listening is perhaps the most underrated skill. You might be an expert at what you do, but your expertise is useless to a person if you cannot understand what he wants. Listening is the most important aspect of nurturing a relationship. You may be busy, but please try to listen first, try to be there for your friends when they need. :) A friend in need is a friend in deed. 

• 6

  Celebrate your Customer's Successes

  Celebrate every small and big success of your Customers. Take pride in their WIN, be happy for their success for playing a teeny weenie contribution towards it. Because you are your CUSTOMERS’ SUCCESS.

Thank you for reading through patiently, 

I am SAM, and I am our CUSTOMER's SUCCESS.

I handle the Dreams of ~ 72 Clients and attend to 4 Success Calls a Day. I will not rest untill my client lifts his trophy; Untill they are Winning in their game. And this is what I do best :)

Follow me as I shall write awesome stories about my jouney on how I create great customer success teams at appxconnect. Cause we sure believe in :  You cannot win if your customer is not winning his game. 

You cannot WIN, if your customer is not winning at their game.