Customer Success Case Studies

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Community Model
Last but not least, the “community model” is a grassroots form of customer success where you create a forum space for users to engage with each other. This makes it easier for users to get immediate answers to their questions, solve problems together, and share new ways to get results using your product. This community can provide a new form of value to your customers and also strengthen your brand.

 

While it does take an initial investment to create this platform and get it running, once it's up and running, your users will keep it running on their own. The community will allow you to reduce your customer support and customer success resources because users will be able to easily help each other. 

Salesforce
Salesforce was the first company to come up with the concept of cayman islands telegram number database Customer Success. Their Japanese branch adopted three engagement models: high-touch, low-touch, and technical-touch, and then determined the onboarding strategy for each account based on their plan (paid or free) and integration stage.

 

High-touch : For customers on paid plans, they provide integration and operational support through face-to-face meetings.

 

Low-Touch: Sales invites all new paying customers to an online “Welcome Seminar” immediately after signing a contract. They also offer a variety of seminars and webinars for further learning post-sales. Meanwhile, for customers on the free plan, they provide an online community to openly discuss the tool, and technical support to help them set it up.

 

Tech Sense: For all customers, whether they are on a paid or free plan, SalesForce will automatically send a series of emails to guide them through the onboarding process. In addition to this, customers will receive invitations to various online events and receive content that they can learn online.

 

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San-san is a Japanese company that creates digital business card management solutions. When it comes to customer success, they use three models based on the customer's post-sales stage: high-touch, medium-touch, and technical-touch. San-san divides the post-sales stage into "integration," "operation," and "customer retention," and chooses the appropriate approach at each stage.