Like many sports fans, I became wrapped up in the recent Olympics. I can’t explain why, but when the Olympics roll around, I find myself on the edge of my seat watching sports more than usual. Typically, I pass over any ordinary game, opting to watch an old episode of Seinfeld. During the Olympics, I was particularly interested in the bike road races. I couldn’t believe how, in a matter of a few miles, a team of riders working together could track down a lone racer that was 30 – 40 seconds ahead. I’ve heard of the benefits of drafting in a paceline, but this seemed incredible.
I had to do some research.
It turns out that in a paceline of two or more riders the efficiency gained can be upwards of 27 percent! Working as a team, even if it is an individual sport, has huge advantages! I couldn’t help but draw parallels to how this applies in the workplace.
Customer success is key to client-vendor relationships. At the end of the day, it’s all about ensuring the customer achieves value in your product so they continue to be a happy, loyal customer. It’s a true win-win. The customer benefits from your solution and you benefit from having them as a customer. This is amplified in importance in the current SaaS (software as a service) subscription world. It’s increasingly easier for customers to find alternative solutions; therefore, you need to ensure the customer sees a significant return on their investment.
True customer success teams are often carved out as a specific group or department within an organization. However, EVERYONE in a company is responsible for the success of its customers. Companies that realize this understand that everyone has a role in creating happy customers.
It’s encouraged. It’s expected. It’s part of the culture.
So, for you those of you out there that cringe when a Customer Success Manager sends you a meeting invite to discuss a customer concern, you better start peddling and don’t look back. The companies that realize customer success is a team sport are about to track you down and pass you.