Looking to level up your customer success strategy in 2024?

Customer success isn't just a buzzword anymore. It's the secret sauce for business growth and happy customers. And guess what? It's more important now than ever before.

Why? Well, customers are getting pickier. They want more than just support. They're looking for a real connection with your brand.

So, what's the big deal? Simple. Happy customers stick around. They bring in new customers too. It's a win-win!

Today we have 8 killer strategies to rock customer success in 2024.

We're talking personalised onboarding, proactive chats, smart customer grouping, and more. We'll show you how to build a thriving customer community and turn feedback into gold.

The best part? These strategies don't just make customers happy. They keep them coming back for more.

Ready to turn your customer support into a customer success powerhouse? 👇‍

Lean on dynamic content to educate customers

Creating educational content

Get on the same page as your sales team!

To align your content marketing efforts for onboarding and beyond. Sit down with your sales team to learn what the customers' pain points were and their goals.

This will help create 'hyper-relevant' onboarding and training videos that make sense to them.

Understanding their big initiatives is key. It helps you tailor your educational content effectively.

Digital sales rooms can be a game-changer for customer success teams in this process. These virtual spaces serve as centralised hubs where all relevant information, content, and resources are stored and easily accessible.

By leveraging digital sales rooms, customer success teams can:

1. Seamlessly collaborate with sales and marketing teams, ensuring a smooth handoff and consistent messaging throughout the customer journey.
2. Organise and present tailored content based on each customer's specific needs, pain points, and goals.
3. Track customer engagement with various materials, allowing for data-driven insights to improve onboarding and training processes.
4. Provide a self-service option for customers to access information at their own pace, complementing guided onboarding sessions.
5. Easily update and maintain resources in real-time, ensuring customers always have access to the most current information.

Discover exactly how personalised you can make your customer onboarding journey 👇

Your digital education program should thrive on engaging, value-led content which caters to diverse learning preferences.

How? By using micro-learning principles. Keep it brief. Keep it focused.

Add interactive elements. At trumpet, our Customer Success team using interactive demos using Storylane which makes learning relatable and effective.

With digital sales rooms, customer success teams can implement these micro-learning principles more effectively by:

• Organising bite-sized content in an intuitive platform

• Incorporating various media types (videos, infographics, interactive guides) to suit different learning styles and organisation roles.

• Enabling easy navigation between related topics for a comprehensive learning experience

• Providing a platform for customers to ask questions and receive timely responses, fostering engagement and clarity

By integrating virtual deal rooms into your customer success strategy, you can create a more cohesive, efficient, and personalised onboarding and education experience for your customers.

Engaging your customers

Your CS marketing strategy should be straightforward. Create content that's valuable, relevant, and consistent.

This approach serves a dual purpose: attracting a defined audience and driving profitable customer action.

How does it work? Simple. By educating, entertaining, or inspiring your target market.

Trust is paramount in this process. Credibility can't be overlooked. Loyalty is the ultimate goal, and your strategy should build all three simultaneously.

Prioritise storytelling. It's a powerful tool that forges emotional connections with your audience.

Ask yourself:

1. Is your content memorable?
2. Does it make an impact?
3. Are you delivering it in a format that aligns with your customers' learning preferences?

Remember, the key is to balance informative content with engaging delivery. Keep it direct, but don't shy away from adding depth where needed.

Personalised customer support

Tailoring your strategy

Personalisation isn't just a trend; it's essential for your business.

You need it to build lasting relationships and boost customer loyalty. Use customer data *wisely*. Recommend tailored experiences that add value with every interaction. This is how you fuel loyalty.

Your strategy should be twofold. First, harness the existing insights from throughout the sales cycle (if you're using a digital sales room these will be readily available in the Pod your sales team and customer worked together in) and combine them with the customers profile.

This approach allows you to curate resonant experiences at every stage of the customer journey.

Don't leave customers hanging

Second, implement modern communication tools to facilitate easy and prompt customer interactions.

At trumpet, our Customer Success team utilises a multi-channel approach:

1. Direct customer engagement in the onboarding Pod
2. Dedicated Slack channels for feedback and daily communications
3. An Intercom chatbot within the platform for quick query resolution

By providing personalised touchpoints, you'll exceed customer expectations and foster loyalty. This approach also enables your CS team to promptly identify and address issues, reducing churn through timely support.

Customer journey mapping

Customer journey mapping tracks experiences. It spans from first contact through engagement and relationship building. Doing this reveals customer needs and motivations at every stage.

What's the ultimate goal? Simple > Streamline the customer experience. Make it efficient and make it enjoyable.

Especially during onboarding, where a recent study we conducted found that 48% of Account Executives had at least one deal fall through when handing it off to Customer Success.

Digital sales rooms can help bridge this gap.

👉 Discover 4 tips to improve your sales to customer success handover

They enhance collaboration and engagement by providing Sales and CS teams with an interactive, personalised experiences they can use throughout the entire lifecycle with a customer.

Real-time communication becomes possible. Information sharing improves and the customer journey map becomes an automated experience using our org chart and mapping tool in trumpet.

What are your Customer Success metrics?

Key performance indicators to look out for

Pinpoint those crucial Key Performance Indicators (KPIs) to gauge whether your Customer success strategy it hitting the mark:

• Your customer retention rate

• Your net promoter score (NPS)

• Your customer satisfaction score (CSAT)

• Your average revenue per user (ARPU)

• Your customer lifetime value (CLV)

Choosing the right KPIs is vital (and different for every industry, or ICP). They offer you actionable insights and reflect against your business objectives' achievement throughout the customer lifecycle.

How to analyse your customer success data

Data collection is your starting point. Dive deep, gathering valuable insights through comprehensive customer feedback surveys, in-depth product usage analytics, detailed support tickets, and robust sales data.

Next up, roll up your sleeves and analyse this information. This process involves leveraging your CRM system and analytics platforms. Consolidate the data, uncovering hidden patterns, emerging trends, and unique customer behaviours.

At trumpet, our Customer Success team measures success through a multi-faceted approach:

1. We keep a keen eye on onboarding engagement data in trumpet Pods. We're always asking: How frequently is the customer team logging in? Are they actively clicking through our tailored training videos?
2. We track the number of support tickets and their resolution time, constantly striving to improve our response and solution rates.
3. We dive into our customer usage data in Posthog, extracting meaningful insights to drive product improvements and enhance our users experience.
4. We're all about gathering qualitative data on customer happiness. We do this through active engagement in Slack channels, real-time Intercom chats, and regular, in-depth calls with our  customers.
5. By embracing this comprehensive approach, our team stays ahead of the curve, consistently delivering top-notch customer experiences that keep our users coming back for more.

Using Digital Sales Rooms for your onboarding insights

Integrating digital sales rooms into your strategy is guaranteed to enhance your customer collaboration.

How? By providing a dynamic environment for real-time communication and information sharing.

The best part? You can track buyer signals such as if your customer has clicked on your onboarding or post-sale content and how long they spent looking at it. This invaluable insight allows you to A/B test content styles within an adaptable environment.

For example: If Company X isn't clicking on the PDF product guides you shared, swap them out for quick, bite-sized demo recordings or interactive product walkthroughs. Then, monitor if this style of content sees an uptick in engagement.

This approach does more than just personalise your customer experience. It plays a significant role in retaining and satisfying your customers. They feel valued and understood by you. And that's what matters most.

Customer success strategies for 2024: Key takeaways

Customer success strategies for 2024 are evolving. We've explored key elements: engaging content, personalised support, and customer journey mapping. These aren't just trends. They're foundational.

These strategies build loyalty, engagement, and retention. Digital sales rooms are game-changers. They boost customer collaboration significantly. Measuring success metrics is crucial. It allows businesses to fine-tune their approaches effectively.

The goal? A loyal customer base and sustainable growth.

Digital sales rooms stand out. They offer real-time communication and collaboration. This is the future of customer interaction. Through these platforms, businesses can anticipate needs and resolve issues proactively.

The result? Exceeded expectations and an elevated customer experience.

By leveraging these strategies, we're not just meeting customer expectations. We're surpassing them. It's time to embrace change and lead in customer success.

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Create hyper-personalised onboarding journeys using trumpet's digital sales rooms as a key strategy to foster unparalleled customer engagement and satisfaction as we advance into 2024 and beyond.

FAQs

1. What are the anticipated trends in customer experience for 2024?
In 2024, customer experience is expected to evolve through innovation, decentralisation, proactive strategies, consistency, advanced technology, and a focus on human-led interactions. These trends are seen as long-lasting changes that will define the future of customer interactions.

2. What will customers expect in 2024?
In 2024, customer expectations will vary, with some emphasising the importance of quick service, while others may prioritise safety or getting the best value for their money.

4. What are Gartner's projections for customer experience in 2024?
According to Gartner, in 2024, customer service leaders will focus on enhancing customer journey analytics, expanding self-service options, and integrating generative AI to assist agents. This insight is based on a survey conducted with 246 customer service and support leaders in the previous year.