Mistakes to Avoid When Selecting a CS Platform: Not Having a Modern Mindset

Approaching CS with a modern mindset

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform, including not having a modern mindset, not putting CS in the hands of the entire team, not being able to create inspiring journeys and not thinking of CS as a team sport. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. 

Business today moves at the speed of light. Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere. In order to be successful, keep your customers happy and continue providing them the value they want from your product, you need to be approaching customer success with a “modern” mindset. This means, having ALL the essentials that allows you to be agile, to quickly course correct when needed and to easily scale on your time.

Approaching customer success with a modern mindset is essential, so let’s take a look at some ways you can modernize your mindset.

Be Agile

An agile customer success strategy involves making continuous, iterative, incremental improvements to achieve consistently optimized client outcomes. Under the agile methodology, individuals and interactions take precedence over processes and tools, with data from customer interactions informing the way processes and tools are deployed. This leads to improved collaboration between CS teams and clients, better responsiveness to change and enhanced client outcomes that are aligned with their goals. Essential to agility is having all the functionality you need out-of-the-box – with minimal-to-no limits – so you can configure and make changes on your time.

Embrace Digital-First

Totango's Canvas makes it easy to design and run your customer journey in one.In a digital-first environment, customer experience revolves around technology and having the right technology and tools in place to design and run your customer journey, which is an essential part of a strong CS program. Having a visual CS solution that allows your team to build, run, measure, iterate and collaborate all in one place is essential for you to quickly scale each stage of your journey and/or pivot quickly to fix what isn’t working. This relies on tools like automation and AI to enhance the overall customer experience.With automation, you can optimize customer experiences by building hyper-personalized communications and planning digital workflows that guide customers through desired outcomes at each stage of their journey. AI increases the efficiency of this automation by allowing you to monitor customer data and trigger workflows when specific criteria are met. These tools allow you to deliver consistently high customer service and continually provide the value that your customers are seeking. By embracing digital first, you’re scaling your journey and your platform. Map, build and automate your customer journey in days, not weeks. Start seeing value from day one.

Bring Technology and People Together

In modern customer success, a one-to-one human model simply does not work. Platforms that still rely on complex hierarchy functionality and professional services can be hard to navigate and make it difficult to capture real-time insights that allow you to act quickly to respond to customer needs or opportunities. Modern CS teams don’t need any additional “software bloat” that just increases complexity and decreases team adoption. They need streamlined platforms that are easy to navigate and offer common sense workflows, which are essential for optimal team communication. By employing the right tools, capturing and analyzing quality data and leaning into automation, CS teams are able to bring technology and people together to take a one-to-many approach, allowing them to deliver the best customer journey possible and to scale effectively.

A Modern Mindset Needs a Modern Platform

For organizations who are looking to serve the needs of their customers and create value in the most efficient way possible, a modern mindset in conjunction with a modern customer success platform is key. Totango provides you with all of the tools you need to get started on your modern customer success journey (thousands of our customers rely on us to modernize their CS journey and have been for years!). With Totango, you can easily design and run your complete customer journey, automate workflows across your entire organization, supercharge your digital engagements with hyper-personalized communications, measure results, and quickly iterate or course correct as needed – all from one place, on your time, when you need. Want to try it for yourself? Sign up for Totango today to get all the CS Essentials for FREE! 

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