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Customer Success in a digital agency

Wiktoria Czerw
Content Editor
6 minutes of reading
Customer Success in a digital agency
Category E-Commerce

The digital marketing industry is ever-evolving, with new sales strategies, marketing channels, and advertising formats constantly emerging. However, one aspect that remains unchanged is the importance of customer service. Building a lasting relationship with your customers requires prioritizing their experience. So, how can you achieve this? By building a Customer Success team!


What is Customer Success?

Customer Success is a team that focuses on ensuring customer satisfaction with your products or services. While it may be a relatively new position, more and more companies recognize the value of appointing individuals who are solely responsible for managing the customer’s interaction with their brand. Depending on your company’s specialization, the duties of the Customer Success team can vary.

The person in this role is involved in various projects across the company, allowing them to gain experience and expand their knowledge in different business sectors, particularly in e-commerce.

A Customer Success specialist is like a jack of all trades. They are responsible for working under tight deadlines while serving multiple customers simultaneously, providing exceptional service to each one. So, what qualities make a person suitable for this role? Given the significant responsibilities of this position, they must be able to handle stress, communicate effectively, be objective, and, most importantly, enjoy working with people, as this is the cornerstone of their duties.

What are the responsibilities of the Customer Success team? To begin with, it involves educating customers about the services offered to foster long-term relationships. Additionally, they must ensure that customer satisfaction is met and all expectations are fulfilled. From the moment a contract is signed and sales formalities are completed, customers come under the care of the Customer Success team. But what happens next? Let’s delve deeper into the communication process.

What does the Customer Success team specialize in?

The key stage of cooperation between a client and the Customer Success team is the onboarding process, which involves introducing them to the organization. What does this look like for a digital agency?

A Customer Success Specialist’s role is to prioritize clients’ needs and expectations and work closely with all relevant teams within the agency. They possess knowledge of team structures and essential strategies for Google Ads, Facebook Ads, and SEO. Some of the key responsibilities of a Customer Success Specialist include the following:

  • Project Team Organization: Efficiently coordinating and communicating with individual teams to ensure desired outcomes are achieved.
  • Strategy and Schedule Preparation: Developing offers and verifying their suitability to meet clients’ specific needs.
  • Documentation and Analysis: Tracking effectiveness, reporting progress, and creating statistics to aid in future planning.

The above-described responsibilities mainly involve actions related to maintaining good communication between individual teams in the company. However, what does the relationship between Customer Success and clients look like?

  • Ongoing Contact: Keeping clients informed about their project’s progress and ensuring they are happy with the level of service provided.
  • Sales: Offering additional services that can enhance the client’s experience and increase their overall satisfaction.
  • Project Management: Collaborating with all teams in the company based on time management, planning, and implementation of advertising campaigns within the client’s budget and timeframe.

Customer Success acts as a client advocate, providing streamlined communication with the company, educating clients, and answering any questions that may arise during cooperation. If your organization doesn’t yet have a Customer Success team, you may be missing out on opportunities to improve customer satisfaction and business success.

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Customer Success and Customer Needs

When it comes to providing excellent customer experiences, Customer Success plays a crucial role. But how do Customer Success professionals cater to the diverse needs of their customers?

Customers may not always know precisely what to expect from your company’s services. Hence, it’s up to the Customer Success team to ensure clear communication, including the process, requirements, and expected outcomes. By doing so, the clients can have a hassle-free experience and achieve their desired results. Customer Success professionals know their clients best and can tailor their communication style accordingly. They also work closely with other teams to ensure that all expectations are met, leading to positive results for the clients and the company.

In the e-commerce industry, it’s common for customer needs to differ from the project team’s vision. Here, Customer Success can act as a mediator between the two parties, aligning the company’s objectives with the client’s needs. Effective negotiation skills and a focus on customer requirements are necessary to succeed in such scenarios. By having a qualified Customer Success team, clients perceive the company as professional and desire to maintain a long-term business relationship.

Customer Success vs. Customer Support

Are you confused about the roles of the Customer Success and Customer Support teams? You’re not alone. Let’s take a closer look at what sets them apart.

The Customer Support team’s primary focus is on short-term problem-solving. These experts handle customer inquiries, respond to emails, and strive to resolve issues promptly. Their primary objective is to complete as many tasks as possible, often measured by the volume of cases resolved.

Customer Success, on the other hand, takes a more long-term approach. The team aims to help customers understand the underlying processes and how they can achieve their goals. The specialists focus on building lasting relationships with customers, providing guidance and support every step of the way. As a result, they are often viewed as vital allies to the customer. In situations where conflict arises, the Customer Success team always adopts a customer-centric approach.

Additionally, the Customer Success team typically has access to a broader range of resources. These professionals collaborate with other teams to gain insights into how sales and marketing work. All of this helps them improve customer communication, enhance satisfaction, and ultimately drive long-term success.

Does your digital marketing agency have a Customer Success team?

By now, you’re likely aware of the significant benefits that a Customer Success team can bring to a digital marketing agency. This team of experts is responsible for ensuring exceptional customer experiences, optimizing project implementation, and providing guidance to other teams to align with customer needs, ultimately leading to increased sales.

Don’t wait any longer – it’s time to invest in a Customer Success team for your digital marketing agency!

Wiktoria Czerw
Content Editor

Wiktoria is a language and editorial enthusiast whose passion for content drives her to create unique, SEO-optimized texts. She has always been intrigued by linguistics, and she now applies this passion to her profession by ensuring every sentence is accurate and logical. Wiktoria is known for her precision and timeliness – every detail matters to her, and she strives to perfect the content in every possible way.

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