Customer success management (CSM) is essential for enterprises looking to improve customer retention, optimise onboarding, and drive revenue expansion. There are many CSM platforms available on the market that all target these specific company goals. But how do you know which one your business should invest in?
Here, we’ll go through the top 10 enterprise-wide customer success management softwares that help large organisations effectively manage customer relationships.
What is Customer Success Management?
Customer success management software are tools and platforms used to manage the customer journey following a purchase.
You might think that your customer journey ends once they’ve made a purchase, but this couldn’t be further from the truth. It’s a well known fact that customer acquisition is more expensive than customer retention — some reports say that acquisition can be up to 25 times more expensive — so continuing to interact with customers following a sale is crucial to retention.
This is where CSM platforms come in. They allow you to delve into the data so you can plan your marketing materials to existing customers, ensuring that you’re targeting the right products and services to the right customer base.
What is a customer service manager?
A customer service manager is who communicates with your customers, ensuring they remain engaged and active users of your products and services. This could entail promoting new product launches, being on hand for any customer service queries, as well as offering hints and tips on how to get the most out of each service.
Customer service managers are focused on building customer loyalty, often working closely with specific clients in order to build a lasting, meaningful relationship.
Customer Success Platforms
There are many customer success management softwares available on the market. Here are our top 10 and why they’re so helpful to customer success managers.
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