Customer Success will be a significant part of every organization’s revenue strategy if it’s not already. Not only do they build rock-solid relationships with customers, but they are instrumental in securing renewals and expansion.
The problem is they have their hands full:
- Keeping customers happy with service and support.
- Showing concrete examples of ROI.
- Building stronger, lasting relationships with users.
- Smoothing the way for implementation.
- Continually driving adoption.
- Keeping track of changing customer needs and product suggestions.
- Providing platform training and sharing additional opportunities or best practices.
- Finding new use cases and opportunities for expansion.
It’s a lot to keep up with.
Only some automated solutions have historically been available to help Customer Success reps scale their operations. But with some out-of-the-box thinking, Customer Success leaders can use demo automation platforms to alleviate some of the strain put on their reps and increase expansion and renewal opportunities.
Speed up Renewals
It’s now 6-7X more expensive to acquire new customers than to get current customers to renew. As the cost of acquiring new customers goes up, vendors can increase growth simply by hanging on to the customers they already have!
The numbers around NRR and growth are staggering.
Not only is it cheaper to keep existing customers, but you also have more opportunities for expansion or cross-sales.
Customer Success can use demo automation to get in front of renewals and speed up the process. Viewer analytics will help discover who is in the renewal buying group, allowing you to provide them with information quickly.
Security and GDPR reviews are becoming more commonplace before a company renews. Send a video demo with an overview of the information and the documentation to secondary stakeholders to speed up the approval process for renewal.
Come see how easy buying can be.
Scale Customer Success Teams
Happy customers stick around. And happy customers are ones that feel supported and enabled.
But you probably don’t have the time to treat every customer like a VIP. When you automate portions of the experiences you provide for customers, you give them additional support without adding hours to your day.
There’s lots of low-hanging fruit you can start automating to scale your team right away. Onboarding overview videos provide a road map for implementation stages and achievable goals. These can include any additional resources you have that will create a smooth experience, such as use cases.
Provide a walkthrough for migration or integration by explaining the basics to make a nerve-wracking process smoother and give customers a resource for moving from one system to another or how your solution integrates with platforms already in use, such as CRM and email.
Create an easy-to-access set of training materials that live on your platform that break messaging down by system permission or roles that make the most sense for your customer. You can even turn knowledge-based articles into videos. Let them experience how it works on your actual solution with interactive product walkthroughs like Tours.
Increase Expansion Opportunities
Customers can’t buy features they don’t know about. Just because the initial buying group turned down certain offerings you have while signing the deal doesn’t mean the renewal buying group won’t be interested, especially because most of the stakeholders who make the buying decisions aren’t using the platform daily.
You can use demo automation to share additional features your organization offers and announce product updates. After sharing the demo, you’ll get feedback on who watched and identify what areas interest them. That information can inform the conversations you have around expansion.
Including an interactive product Tour with these announcement videos allows your customers to explore how the additional features work without you having to change their account. These are also shareable, so everyone can take a turn without you doing any extra work.
Better Communication Around ROI
You probably already deliver your customers a quarterly or monthly update about their performance using your solution. These calls are useful for helping the customer stay on track for the goals, initiatives, usage, and adoption they want to achieve.
Adding automated experiences to these emails is a great way to zoom out and ensure the customer is going in the direction they want. Provide a personalized explanation of recurring reviews, including current issues, projects, goals, usage metrics, personnel changes, and upcoming renewals.
Your champion can easily share these with other leaders in the organization to show how well they’re doing. It builds trust by showing that you are involved in their success and understand what’s essential to their business.
Start Benefitting Today
Customer Success teams are critical for renewals, but they have a lot on their plates with their regular day-to-day activities. It can make if difficult for them to do everything themselves. That’s why adding automation can be beneficial for your customer success teams. Want to see what else demo automation can do for your organization? Check out our extensive resource center, view a webinar, or even watch your own demo on demand.
