Customer Success: Why Your Tech Stack Doesn't Matter
“Customers don’t care about your tech platform. All they need is to have their problems solved.”
This is what I shared in the Customer Success Linkedin group earlier this week.
Indeed.
As a customer success professional, your goal is to ensure you meet your customers' needs.
But, it's easy to get caught up in the details of your company's technology stack.
You might think it will set you apart from your competitors.
But the truth is, customers don't care about your tech stack.
They care about getting their problems solved, fast and in the most efficient way.
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Why Customers Don't Care About Your Tech Stack
When customers come to you with a problem, they don't want to hear about your technology buzzwords. Nor how your company's infrastructure is set up.
All they want is a solution to their pain points.
Think about it like turning on a light switch.
You don’t really care about what’s behind the walls or how the electricity provider would fix any potential issues. All you need is to turn the lights on.
And so want your customers.
They don't care about the fancy technology you're using.
This is why your job is to focus on finding the right solution for your customers.
Not to brag about the technology stack you are providing unless it helps you describe the overall solution.
How to Excel in Customer Success
To be successful in your role, you need to understand your customers' priorities.
What do they care about?
What are their expectations from you and your company?
They want solutions that work, and they want them fast.
And your role is to provide them with guidance and solutions to their concerns.
This requires a range of skills I cover often in my newsletter such as:
strong communication,
deep understanding of the company’s solutions,
and the ability to think in a creative manner to help your customers solve complex problems.
They expect you to take ownership of any issues and come back with a solution in a timely manner.
So you need to be responsive, and reachable as you listen to their concerns.
Plus, it’s an opportunity for you to earn more trust if you go the extra mile and exceed their expectations.
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The Golden Rule: Focus on Customer Needs
A solid technology stack can make your job easier.
But it's not what will make your customers loyal to your brand.
Your ability to provide solutions and a stellar experience at all times is what will set you apart.
The goal is to focus on what matters the most to your customer: saving time, money, be more productive, and so on.
This will help you build stronger relationships with them in return.
Customer Success Tech Stack
Now that you are focused on solving your customer’s problems, having the right tech stack in place can significantly impact your ability to deliver exceptional experiences.
Whether you're a small business or a large enterprise, optimizing your tech stack is critical for meeting your customer’s needs.
Here are some recommendations for building an ideal customer success tech stack, tailored for different two major market segments:
Customer Success Tech Stack for SMBs
1. Recommended Customer Relationship Management (CRM) Systems:
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