3/30/2023 0 Comments Screensteps lvie![]() The good news for us is that our customer support process is established, effective and repeatable. Those customers are passionate not because we solved customer support issues they might have had with ScreenSteps but because we made sure that they were *successful* with ScreenSteps. Steady stream of referrals from a customer creating repeatable, recurring revenue for us.Įven fantastic "customer support" wouldn't have been enough to create the type of customers I have listed above.Prime presentation time to an audience who are prime candidates for benefiting from ScreenSteps (Salesforce administrators) at the premiere Salesforce event of the year.Deployment of ScreenSteps across a major division at a Fortune 100 global organization.Look at what we received from these three examples, all with zero dollars spent on marketing or direct sales: ScreenSteps Live helped him communicate more clearly with his customers and helped his customers be more successful with the services he was providing them. ![]() As a result he made ScreenSteps a major part of his presentation to a standing-room only audience at his Dreamforce session.Īnother one of our customers contacted us last week to let us know that he was recommending that all of his customers get set up with ScreenSteps Live. The speaker reached out to us and we spent some time showing him ways to create successful training with ScreenSteps and ScreenSteps Live. She told one of the speakers that he needed to check out ScreenSteps. They are now one of our largest ScreenSteps customers, are looking at deploying ScreenSteps across the entire division and have other divisions evaluating ScreenSteps and ScreenSteps Live as well.Īnother customer who was attending the Dreamforce conference noticed that there was going to be a session on training. He is part of a major division at a Fortune 100 company. ![]() We have had great interactions with him through telephone calls and web meetings where we have talked a lot about not only how to use ScreenSteps but how to successfully implement ScreenSteps in his organization. We have one customer who read about us through a blog post, downloaded a trial and then reached out to us. The results to our business and bottom line are significant. They tell everyone who will listen to them about ScreenSteps. Our successful customers are evangelists. To another we have somehow ensured customer success. To one group we have offered great customer support. ScreenSteps and/or ScreenSteps Live don't just change their documentation. Our passionate users use ScreenSteps to *change* the way they run their business or organization. They are using it to complete one of the tasks that need to get done in the course of running their business or organization. What is the main difference between these two types of customers? Our "satisfied" customers just use ScreenSteps to create documentation. If we were to put a monetary value on those customers the difference would be literally thousands of dollars vs. a satisfied customer who occasionally uses ScreenSteps is huge. To a small company like ours the value of a thrilled customer who shouts our name from the roof tops vs. We have some customers who are fantastically successful with ScreenSteps and ScreenSteps Live and who evangelize it regularly while other are simply satisfied customers that are happy with the product. ![]() But our results with ensuring customer success are more mixed. We have great systems in place that help us address support issues quickly and consistently. To create real evangelists of your product or service you need to have great systems in place for supporting your customers, but you also need to have systems in place to ensure their success with your product or services. Customer success deals with the macro application of your product to achieve larger goals. Customer success: Helping your customers improve their business, their organization or their lives by using your product.Ĭustomer support deals with small, focussed issues.This includes addressing bugs as well as providing information about how to accomplish specific tasks with your product. Customer support: Helping your customers solve problems they encounter when using your product.For the purposes of this article and several follow-up articles I plan on writing I am going to the define these two terms as follows: Over the last couple of weeks we have been thinking a lot about customer support vs. ![]()
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