In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks. While these processes are important, they also can sometimes leave the customer engagement process feeling sterile and ‘formulaic’ because, well, it’s based off a formula.
This balancing act is where some customer success teams have problems. While these processes are key to reaching goals and customer milestones, delivering amazing, personalized customer experiences are also incredibly important. So how can customer success teams achieve both? The secret is using processes as a means of achieving these ‘wow’ moments.
