Customer Success is a Mindset | ONES People

In many cases, when customers do not use a product well, it is not necessarily because the product is not good or the service is not good, but there is a difference between the customer's expectation of "success" and the degree to which the final product can be satisfied.

Customer Success Management (CSM) bridges this gap. Due to the unique subscription model of SaaS, some people say that "without customer success, there will be no SaaS business success".

As an innovative SaaS company, ONES not only regards customer success as an important marketing strategy, but also as a way of thinking. The story of Customer Success Manager (CSM) Wang Jiehui reflects ONES' understanding of customer success.

The following is Wang Jiehui's own statement.

My work experience is quite rich. I have done new media operations and product operations, but I mostly understand the products themselves from the periphery.

Probably because I have a "restless" heart, I kept trying new positions, and finally became a CSM by accident.

Today, the market voice is increasingly in the hands of customers. They are constantly bombarded with information from businesses, and the paths customers take to buy and use products are more complex than ever.

Nonetheless, the same thing is true, and almost all SaaS business customers follow one fixed and common principle, and that is how to meet their needs throughout their life cycle.

There's a saying in the customer success world: "Customers don't buy technology, they buy solutions." The underlying meaning of this sentence is that no matter what software a customer buys, it's not technology that helps customers succeed. The only criterion is whether the customer's problem is solved and whether the customer's expectations are met.

Therefore, we believe that "customer success" is a mindset - truly customer-centric, with customer success as a work goal.

I fell in love with ONES almost at first sight. The two sides reached an agreement within one day, and I joined the company the next day. At that time, I had a hunch that I came to the right place, like two gears snapped together. Three years later, I still have the same sentence: ONES is indeed a platform that allows people to use what they have learned.

The process of helping customers is the process of collaborating with customers, working with customers to find ways to apply solutions to actual work scenarios, and continuously solving their problems with customers.

In addition to collaborating with customers, you also need to collaborate with other departments within the company. For example, communicate with the product department about the customer's needs, communicate with the sales colleagues about the customer's situation and the background of the customer's purchase, communicate with the technical support department about the questions customers often ask recently, and whether customers have negative feedback, and so on.

We cooperate closely with production and research, operation and maintenance, and technology, and cooperate with each other. Whether it is facing customers or cooperating with colleagues, we must use "win-win" to create value.

It can be said that CSM connects multiple departments within the company to form a good collaborative atmosphere. In general, the communication with ONES colleagues is very flat, timely and efficient.

Over the past three years, ONES has given me the feeling that the team has a strong sense of trust and a strong communication atmosphere. CSM is a position that requires a high level of collaboration, and working alone cannot really bring success to customers.

For customer success managers, how to quickly provide solutions based on the customer's business scenario is an important challenge in the early stage; in the mid-term, I am more concerned about the customer's usage and whether the customer can keep up with the current capabilities of the product. My experience is that in the early stages of working with a client, it is within the CSM's control to judge where the future leads him and what client he should grow into. For example, if the customer is from an Internet technology company, then my core is to let the production, research and testing departments use the product first. After they use it smoothly, the probability of switching will be relatively small.

The more successful the client is, the more successful the client will be.

I came to Shenzhen in 2017. In Shenzhen, there are countless legends born in this land, there is no limit to your personal growth, everything can exceed your imagination.

In the fast-paced era, it is normal and unavoidable to be busy at work; what should be done is to enjoy life after work and enjoy the fun of being a "human". Maybe there is too much communication in the workplace and the environment is quite noisy. I like quiet little days in life: what I most yearn for is to sleep until I wake up naturally on weekends, bask in the sun at noon, and have a brunch; the weather is good in the afternoon If you want to, take your family to climb the mountain and have a coffee with friends; at dusk, listen to music and read a book quietly; at night, choose a movie you like, or revisit my favorite variety show - "Thirteen Invitation" .

In ordinary life, many people dream of opening a small shop. My dream is to open a flower shop - it may be in an inconspicuous corner of the street, and it does not need to be maintained; it may not need to deal with complex interpersonal relationships, only familiar and understanding old customers, take care of it Good flowers in hand, hard work can settle down.

This may be the best life that every person full of literary and artistic feelings can imagine.