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18. Profile your ideal customer

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511332#overview

Profile your ideal customer

• Knowing who my ideal clients are will help me focus my energies toward them.
  • Without this, I would lose customers.
• Define the BEST customers
  • Use the data you’ve collected
  • Company size,
  • Location
  • Industry
  • Revenue
  • Take all variables into account.
• Where are the Sales and Marketing efforts?
  • Help the CEO to guide sales and marketing
• Who will get more value from my product or service?
  • This will improve retention rates

Be ready for change

• Once the ideal customer has been identified, be ready for change.
• Change in price, features, expandability might change who my ideal customer is.

19. The Success Gap. The last step before your customer’s success

https://www.udemy.com/course/customer-success-manager/learn/lecture/4511336#overview

Resources

The Success Gap: A Huge Opportunity you haven’t considered

The Last Step: “The Success Gap”

“There is often a gap between the functional completion of your product and the customer’s Desired Outcome.”

• Using the product (Adoption) doesn’t mean they have achieved their goal
• Is it providing the the Outcomes they need and expect?
  • if you have a time management tool and they don’t feel like they are getting more done, they will churn.
  • If using your CRM and getting the same results as an Excel spreadsheet, they will churn
• Who’s fault does not matter… both lose.

What are my clients goals and how can I help them achieve them?

• Teach them!
  • Videos
  • Courses
  • Webinars
• Tricks to save time
• Give them extra value

Convince them: If I am not achieving my goal, I am not using the product wisely

• I must NEVER directly say or imply this!
• Create content that helps them do their job better.
• And find ways to help them use that content.