Customer Success best practices

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With the evolution of CS, it is natural for some practices to fall into disuse and others to be improved. SenseData is present in dozens of Customer Success operations in Brazil and every day we come across valuable tips and insights.

In this article we selected the best pract Chinese Overseas Asia Number Data ices that are emerging in the market and actions that have shown good results.

We will show concepts, strategies and tips that can boost Customer Success operations in your company.

Focus on revenue expansion (not churn)
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Focus on revenue expansion (not churn)
We still realize that many companies become interested in Customer Success only when churn starts to hinder revenue growth. This is common in the Brazilian scenario and generally making this move ends up being very challenging, after all, CS must be a philosophy followed by the entire company.

A good practice is to develop Customer Success actions with a focus on expanding revenue and growing upsells and cross sells in the customer base.

Expanding revenue within your own customer base is essential for a company to scale. Of course, churn continues to be important.

But organizations that apply the Customer Success methodology in order to create a growth machine will certainly be more successful.

A well-known benefit of customer success is reduced cost of sales, or CAC.



However, we realize that customer success is not just a way to save money, but more importantly a way to generate more revenue.

CS is so related to positive results that each customer can represent three new opportunities for the company:

They can renew;
They can expand;
And they can become a promoter that brings in new customers.
This should be the basis of Customer Success work and has been a highly discussed topic among our customers.

When the entire organization – marketing, sales, development, product, CS – is focused on customer retention and expansion, it is much easier to achieve objectives and have a truly “customer first” vision.

Furthermore, focusing on growth – instead of just focusing on churn – is also a paradigm shift in the metrics that are used to evaluate the company's development. Using metrics that indicate trends (MQLs, demos, calls) rather than results (churn) is a way to grow with consistency.

The more companies realize the benefits of this multifunctional Customer Success approach, the more they tend to grow.