Building a Customer Success System from 0 to 1 for B2B

Building a Customer Success System from 0 to 1 for B2B

1. Do you understand the pain points of customers in this industry?

2. Are customers willing to pay for solving these pain points?

3. Can your product solve these pain points?

Through endorsements from industry leaders and listed companies, we have established a good image in the industry, which has brought considerable potential benefits from our target customer group. Through cooperation, we can test and improve the quality of products and services for customers.

It is recommended to focus on two dimensional indicators: activity and health. Whether customers are actively using the product, including DAU, activation rate, online duration, the proportion of logging into the client, etc.

Whether customers use the core modules of the product and the breadth of product modules used by customers. A product has more than one function; if only one or two functions are used, the stickiness is not considered high. Whether customers have third-party system integration. The number of API calls can also reflect whether customers have a lot of business data being processed in our product.

All roles that can support this customer should participate in the daily maintenance of the customer. High-frequency follow-ups, and also preview the product development direction and important features for the next quarter with customers. Also, quarterly to semi-annual phone follow-ups or in-person visits. For regular customers with good growth potential, they may become strategic customers.