Technology Key Component of Customer Service Success

The customer service market is one that continues to play an important role for a number of companies. With so many different offerings looking more and more like commodities in today’s crowded spaces, it’s critical for companies to set themselves apart when it comes to customer care. Fortunately for call center management, there are a number of solutions available that can help make the process a little easier.

To that end, Natero, a customer success management (CSM) technology company, recently released the results of a survey that shows strong market opportunity for its software platform. According to a recent What They Think piece, the survey examined the responsibilities of customer success teams in Software-as-a-Service organizations, as well as tools and metrics used to measure and evaluate performance.

The findings suggest that among professionals in the customer success space, more than 54 percent indicated that customer support was one of their responsibilities. More than 50 percent of those responding said they were responsible for onboarding customers. Another 66 percent claimed that part of their role included customer education and training. But, only 20 percent of respondents indicated the current use of software designed specifically for the focus of customer success.

“SaaS (News - Alert) providers are embracing data for competitive advantage, and customer success is no exception,” says Craig Soules, CEO and Co-Founder of Natero, in the What They Think piece. “We are thrilled by the tremendous interest in our data-driven customer success solution.”

The results of this survey point to opportunities for call center management to pay closer attention to the relationship they have with customers at each step of the customer lifecycle. At the same time, customer success has significant diversity within today’s SaaS organizations. For technology providers like Natero, that means there is opportunity to bring solutions that help call center management better align activities with customer satisfaction goals.

Mikael Blaisdell, director of the Customer Success Association noted that the survey responses underscore the trend occurring over the past five years where customer success teams have been taking on responsibility for more functional roles. This provides considerable opportunity to bring in technology solutions that can enable a better focus on the customer relationship and enable companies to set themselves apart from the competition.

In a market where consumers can too quickly change from one provider to another for products and services that seem to have little differentiation, the customer experience is critical to ensuring SaaS organizations can reach their goals.

Edited by Alicia Young