7 ways to boost relationships with your clients
6th February 2024
Businesses can benefit from utilising seven key tools to build better relationships with their customers, a leading tech expert has said.
Speaking on Get To Know Your Customers Day, Roy Shelton, the MD of the Connectus Group, said: “Over the past 12 months, we are proud to have achieved 99.47% customer satisfaction and we are committed to maintaining this standard long into the future.
“Fundamental to the relationships we build is a desire to create compelling outcomes for our clients. Our team will always listen and focus on what our customers require and seek to deliver solutions that both add knowledge and experience to their own enterprises.
“High degrees of empathy, and an awareness of the challenges many customers may be facing, underpins our approach.
“We are experts in tech, but we understand that not everyone else is. That’s why we will always avoid using unnecessary technical jargon so we can make it easier for our customers to understand what we do, and the details of any project or service.
“Our customer success program is designed so that our customers achieve their desired outcomes and have a positive experience throughout their entire customer journey.”
Outlining the seven steps he encourages his team to take, Roy said:
Proactive approach: A successful customer success program takes a proactive approach by anticipating customer needs and issues before they arise. It focuses on proactive engagement and communication with customers to address their concerns and provide guidance, and help.
Customer-centricity: Customer success programs are built around the customer’s goals, challenges, and desired outcomes. They prioritise understanding the customer’s unique needs and aligning the company’s products or services to meet those needs effectively.
Relationship building: Building strong and trusting relationships with customers is crucial. Customer success programs emphasise building long-term relationships by establishing regular communication channels, understanding customer preferences, and providing personalized support.
Outcome-focused: Customer success programs aim to help customers achieve their desired outcomes or goals. This requires a deep understanding of the customer’s objectives and the ability to align product or service usage with those objectives. The program should have clear metrics to measure customer success and track progress.
Continuous education and training: A successful customer success program provides ongoing education and training to customers, enabling them to maximize the value they derive from the product or service. This can include webinars, tutorials, knowledge bases, or personalized training sessions.
Customer health monitoring: Effective customer success programs monitor customer health indicators to identify potential issues or risks. This involves tracking usage data, customer feedback, and other relevant metrics to gain insights into customer satisfaction, engagement, and adoption.
Cross-functional collaboration: Customer success programs require collaboration across various teams within the organization, such as sales, marketing, product, and support. It is important to foster communication and cooperation among these teams to ensure a seamless customer experience.