It doesn’t matter whether you run a SaaS business or have physical products to sell, your main focus should be on making sure that your customers are happy and satisfied at every stage of their journey with you. This means that you should be doing everything in your power to ensure that they find the whole experience with you easy and engaging – from signup, through onboarding, all the way to purchase and beyond. This can help build loyalty and long-term partnerships which ultimately bring success to your business. So how do you go about doing this?
Customer enablement is an industry buzzword. But what does it mean and how can you actually create customer enablement in your business?
Underpinning every business is a customer and customer enablement is all about making sure that your customers are satisfied at every stage of their lifecycle. That, however, is easier said than done.
The Importance of Customer Experience
it is important that your customers get an experience worth their money. One of the best ways of doing so is by deploying an integrated customer enablement strategy for them. After all, happy customers are more likely to stay on as loyal customers in future too. What’s more, they also refer other potential buyers to you too!
Define Your Customers
In order to deploy effective customer enablement strategies, you must first identify who your customers are.
Identify the Stages in Their Lifecycle
Identifying customer lifecycle stages helps determine where they are, what they need and how you can help them. The sooner you recognize where each customer is in their lifecycle stage, more likely you’ll be able to provide relevant support at critical times.
Plan Ahead, Then Execute Promptly
The first step in customer enablement is planning out your customer experience cycle. This includes understanding who you’re serving, how you’re serving them, and what services you’ll provide them with.
Streamline Customer Onboarding Processes
Streamlining onboarding processes will help your new customer begin using your product or service as quickly as possible. If you don’t already have an onboarding process in place, it is important that you develop one.
Allow Customers To Solve Their Own Problems
It’s no surprise that customer support is an important aspect of business, especially in SaaS. However, you can take things a step further by allowing customers to solve their own problems.
Provide Feedback Loops for Optimal Performance
It is important that you build enough feedback loops in your customer enablement approach. That way, you will always be apprised of what works and what doesn’t, which will help you continually improve your service delivery model.