There are many reasons why Customer Success is important to a healthy business — from growth to retention to referrals to product development — but I do it not for those reasons at all…
I do it because I love it!
I was in the middle of a Segway tour in Portland this past weekend and we stopped for drinks (yeah, apparently it’s legal to drink and ride a Segway there), and as soon as I found out that one of the other Segwayers was interested in adding analytics into his company, I started quizzing him about how he was looking to grow his business and talking about what he could do with Keen. I just couldn’t help myself. It’s like a puzzle he and I could work together to solve and then hop back on our Segways feeling refreshed!
The big difference between Customer Success and Customer Support
Before the Customer Success team existed, we had a team dedicated to helping customers, but it was reactive. If a customer wanted help modeling data or had a question on how to create a dashboard, we would help them. And sometimes we got to learn about what they were doing. We prided ourselves on being customer oriented, but it wasn’t really customer success. It was customer support.
Customer success is about preemptively helping a customer before they have even really asked for it. I am a people pleaser by nature, and if I can help a customer before they even know the need it, then I feel great!
I went to a talk the other day about Consciousness Hacking and they talked about how there are studies to measure whether people can tell what image they are going to see before they actually see it. I am still processing the talk, but I love that idea. If I could apply that to knowing what the customer is going to have questions about, and helping them before they even ask, that would be amazing.
Fortunately for me, it’s a little easier to predict customers’ behaviors than determine whether we can really predict which future image we will see. (By the way, Robert Krulwich from Radiolab has an interesting commentary on that subject)
Did Alice know what was behind that curtain?
Understanding customers’ needs before they feel the pain
The customer may not always know the best way to achieve their goals. By getting an overarching understanding of how they want to grow their business, we can figure out how they can get the most value out of Keen.
These conversations help us avoid the potential pain points a customer might have with our product today and also help us understand how our product needs to grow to support them in the future. We can now align our product roadmap based directly from an understanding of how our customers would like to expand. I love this! I get to help the customer by being their advocate at Keen and I get to help Keen by making sure customers are taking advantage of new features and capabilities we add.
And, I get to hear about really cool projects that people are working on!
One customer, mic.com, used the metadata of where they placed different news articles and advertisements on their webpage to provide information to their editorial staff which could then optimize how many articles a user was likely to read.
Another customer, Net-a-Porter, was able to use Keen to monitor web performance, which they displayed in their common room to alert them when the network went down.
Another customer, deskmetrics.com, built their own desktop analytics right on top of Keen] and used that to provide information to their clients about user engagement with their own application.
And I even learned about a customer, Whitesmith, that used us to measure happiness in their workplace. How cool is that?
Customer Success is a win for everyone
I feel like Keen has really stepped up the growth phase ever since we started the Customer Success team. We have become proactive instead of only reactive. We have gotten a much better understanding of our customers’ growth plans and how to provide direct value as they scale. Most importantly, we turned on the faucet to enable a constant stream of communication between the customer and our product team. Now we are aligning our growth to the growth of our customers.
And I get to be in the middle of all that, helping customers even before they are our customers, just riding around on a Segway.
If you’d like to talk more about Customer Success or building analytics with Keen or Segway safety tips, I’d love to chat! Feel free to drop me a line at firstname.lastname@example.org