Videos from Let's Undertake playlist bring this and other topics that are trending in the market to help entrepreneurs
Customer Success is a market term that refers to the process of working to ensure that a company's customers are making the best use of the service or product contracted to ensure a consistent journey, greater loyalty and growth sustainability of the customer base and the business as a whole. 
In other words, the term means much more than just a satisfaction survey, as it is a journey to help the customer throughout their entire relationship with the company and makes a difference in a good business, regardless of size.
“Customer success can be defined in practice as a set of proactive actions to encourage the company to the customer for better usability of the products and services offered. When the customer understands the results that a certain product or service brings, the company presents a competitive advantage for this consumer. As a result, the chance of loyalty, better performance indicators and business sustainability are much greater”, comments Eduardo Brach, SME director at Serasa Experian.
Now, Serasa Experian has prepared a list of the main tips for implementing this strategy in your company:
1. Get to know the customer and understand their needs: This is important to be able to connect what you sell with each customer’s moment of need.
2. Set clear goals: understand the main pain point in your customer's journey that you intend to change and which indicator you intend to improve. Common metrics focused on customer experience include: percentage of retention, adoption and engagement, incremental revenue and NPS. Looking at them is the important step towards adopting a customer success plan.
3. Separate your customers by interest groups: each one is at a different stage of the journey, for example: some are in the onboarding phase, others are stopping consuming your product or service and there are customers who are engaged and consuming more. It is important to know when everyone is at to take increasingly proactive actions.
4. Implement a proactive strategy with a consultative bias: be analytical and use tools that can help you identify problems and implement actions to avoid them, before it is too late. Webinars, tutorials and FAQs are interesting options to keep your customer up to date with your product or service and help reduce support calls, for example.
5. Foster a community: encourage this meeting between customers who promote your brand, whether through online forums, groups on social networks or exclusive events. This helps you promote improvements, exchange tips and further strengthen your relationship with your customers.
This content is part of the playlist Let's undertake on Serasa Experian's YouTube as part of the program aimed at providing free support material to entrepreneurs.
Using the power of data to bring more precision and security to business decision-making, Serasa Experian has an area exclusively focused on meeting the needs of small and medium-sized Brazilian companies. These are suitable solutions for those who need to grow their customer base, protect the company, monitor customers and suppliers and recover debts. In addition, the area has a blog that has a series of free content for those who need help to start a business, increase sales, and win more customers. Click here to access!
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