Why is customer success important? (Part 1 of 2) - SD Worx


 

Why is customer success important?

(Part 1 of 2)

In 2008, the value of customer relationship overtook the value of brands – and the gap keeps growing. Businesses are now starting to see the value of repeat customers, and customer success is completely dependent on how colleagues interact with customers.

In recent years, SD Worx’s customer relationship overtook the value of its brand. In our marketplace, 74% of customers were coming to market with leads referred to by happy customers, converting at five times the normal rate.

In 2015, our customer team delivered its growth target with 80% coming from strong NPS promoters; the vast majority of these opportunities were uncompetitive. It’s pretty clear that customer success should be of paramount importance to any organisation, but how does one go about ensuring this success?

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