Finally, your company is growing. You may have thought that converting those first leads into sales meant the hard work was over, while in reality, the real challenge has only just begun.

Finally, your company is growing. You may have thought that converting those first leads into sales meant the hard work was over, while in reality, the real challenge has only just begun.

The truth is that even if you’re ahead of the competition now, there will be numerous companies out there working hard to challenge your product. Customer retention is

increasingly more difficult, which means having a dedicated customer success team is more important than ever.

As your company scales, your customers will only expect more. The most successful companies are those that continue to innovate and add value long after the deal is closed.


Understand your customers

It is important to ensure your customers get maximum value from your product by continuously benefitting from your knowledge and expertise.


Your team has to focus on the customer’s needs, rather than the needs of your company. In order to make them feel appreciated and valued, you should be available when they need it most, and w​ ork proactively to fix issues before they become a problem.

The ultimate goal should be to anticipate your customer’s problems even before they do.


Develop a strategy


A critical first step is to create a detailed and robust onboarding plan to facilitate a seamless customer experience from day one ​ (create a blog post about this).​ The Customer Success

Representative (CSR) should be included in the final stages of the sales process in order to maximise the chances of  building a trusting relationship.

Remember that the customer has chosen your company, and will no doubt be excited to get started; making the most of this opportunity is crucial.

Establishing this trust early on will make it much easier to follow your 12 month outreach plan​ (create a blog post about this).

As you gain a deeper understanding of your customer’s needs, you will be in a better

position to offer additional services and increase the value gained.