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As the customer base grows, how do you ensure the quality of the customer experience remains consistent?

1 Answer
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 30

As you grow, the fear is that the quality of what you deliver will degrade. The question here is how to keep it consistent... but I pose that as your customer base grows, your customer experience should improve. The more data, the more insights, the more you should be able to more rapidly adapt to what is working and what is not.

Here are the foundational components that you need to set up and that constantly improve as you get more and more data via a growing customer base:

1) Customer journey: what are the milestones that matter in pre-sales messaging and the sales process and then in the implementation-adoption-value journey?

2) Staff excellence: every communication with prospects and customers should be flawless and resonate. Use an email system that allows you to see what content is resonating with your prospects and customers and always share templates so standards are kept high.

3) Usage data: you gotta see what people are using in your solution, and that evolves over time. As other integrated systems evolve, you might have a tool that needs to evolve with them. Identify and then obsessively watch the key functionality of your solution to glean insights.

4) Customer advisory board: this can be informal or formal, but the essential thing here is that you aren't guessing about what your customers think or that you fall back solely on usage data. Talking directly with the humans on the other side of the table will never be replaced.

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