Pambuyo pa Deal: Momwe Mungachitire ndi Makasitomala ndi Njira Yopambana ya Makasitomala

Njira Yothandizira Makasitomala

Ndinu wogulitsa, mumagulitsa. Inu ndi malonda. 

Ndipo basi, mukuganiza kuti ntchito yanu yatha ndipo mumapitilira ina. Ogulitsa ena sadziwa nthawi yoti asiye kugulitsa komanso kuti ayambe kuyang'anira malonda omwe apanga kale.

Chowonadi ndi chakuti, maubwenzi amakasitomala omwe amagulitsidwa ndi ofunika kwambiri monga maubwenzi oyambilira. Pali njira zingapo zomwe bizinesi yanu ingathe kuchita kuti ipititse patsogolo ubale wamakasitomala pambuyo pogulitsa. 

Zonse pamodzi, machitidwewa amatchedwa Customer Success Strategy ndipo adapangidwa kuti azithandizira bizinesi yanu pazinthu zosiyanasiyana.

  • Kubwezera ndalama (ROI): Makasitomala aliyense wosungidwa ndi wocheperako kasitomala yemwe amayenera kupezedwa kuti akwaniritse zomwe akufuna.
  • Ndemanga zabwinoko: Ulaliki wamtundu ndi ndemanga pamasamba ngati Kapterra ndi G2 sinthani mawonekedwe amtundu ndikubweretsa makasitomala ambiri.
  • Ndemanga zambiri: Osasokonezedwa ndi ndemanga, ndemanga ndi zambiri zamkati zomwe zingagwiritsidwe ntchito kukonza malonda anu.

Zikumveka bwino, koma timachita bwanji?

Ngati yankho lalifupi ndilopangidwa bwino, lomwe limaphatikizapo Njira Yopambana ya Makasitomala, yankho lalitali lili m'nkhaniyi. 

Imafotokoza mizati inayi ya Kupambana kwa Makasitomala ndi momwe mungawakhazikitsire patsogolo ndi pakati pa bizinesi yanu.

Kodi Customer Success ndi chiyani?

Njira Yothandizira Makasitomala ndi njira yolimbikitsira maubwenzi a kasitomala.

Customer Relationship Management imaphatikizapo kuyembekezera mavuto omwe kasitomala angakumane nawo paulendo wawo podziwa ndi kumvetsetsa kasitomala, zosowa zawo, ndi malonda awo. Zimatengera kuphunzitsidwana kwazinthu zomwe zimagwiritsidwa ntchito ndikugwiritsa ntchito, kulumikizana kosalekeza, kwamakanema angapo, komanso kulumikizana kwamagulu amkati kuti mukwaniritse Kupambana Kwamakasitomala.

Chifukwa chake, mutha kudabwa komwe izi zikugwirizana ndi bizinesi yanu. 

Ndi zothandizira zokwanira, mabizinesi akuluakulu amatha kugwiritsa ntchito magulu onse a Customer Support ndi Customer Success. Tsoka ilo, si aliyense amene angadzitcha bizinesi yayikulu… komabe. 

Mabizinesi ang'onoang'ono amatha kuphatikiza magulu Ogulitsa ndi Kuthandizira ngati gulu limodzi Lopambana kwa Makasitomala. Amachita izi pochepetsa kufunikira kwa chithandizo chamanja popanga zida zophunzitsira makasitomala odzichitira okha: Chidziwitso, zolemba zapamalo othandizira, maphunziro a kanema, ma webinars okhazikika, ndikufunsa-ine-chilichonse magawo.

Izi zimamasula nthawi ya kasitomala Wopambana kuti ayang'ane pakupanga ubale wabwino ndi makasitomala, kumvetsetsa mabizinesi amakasitomala bwino, ndikuwathandiza kukula.

M'makampani a B2B SaaS makamaka, kupambana kwa bizinesi yanu kumadalira kupambana kwa kasitomala wanu. Makasitomala amagula malonda kapena ntchito yanu kuti akonzere zawo. Ngati kukhazikitsidwa kwa ntchito yanu kukuwayendera bwino, bwanji sangapitirize kulembetsa? Kugwirizana kopitilira muyeso kumapangitsa kuti mitengo yanu ikhale yokulira komanso kukula. 

Kasitomala Kuthandiza ndi kupambana pabizinesi.

Msanamira Wopambana wa Makasitomala 1: Kukhazikika

Proactivity ndiye mwala wapangodya wa Kupambana kwa Makasitomala. 

Kulumikizana ndi makasitomala omwe alipo ndikofunikira. Musadikire kuti kasitomala akulumikizani ndi vuto. Khazikitsani mafoni owunika omwe amakonzedwa pafupipafupi kuti muwawone, kumva zomwe akumana nazo pazamalonda anu, ndikuwona ngati zikukwaniritsa zomwe amayembekeza poyamba. 

Kuphatikiza apo, zinthu zatsopano kapena zinthu zikawonjezedwa pagulu lanu, auzeni dziko. 

Makamaka, auzeni makasitomala omwe akuyenera kupindula kwambiri pazowonjezera zatsopano. Aitanireni ku foni yoyimba makonda kapena yambitsani gawo la Ask-Me-Chilichonse ndikuwawonetsa.

M'malo mwake, Kupambana Kwamakasitomala ndikokhazikika kotero kuti kumayamba ngakhale kasitomala asanakhale kasitomala.

Otsogolera oyenerera pa malonda

Otsogolera oyenerera pa malonda (Ma SQL) ndi amene ali ndi mwayi waukulu wotembenuka.

Mwina adawonetsa kale chidwi pazotsatsa zamalonda anu, adalumikizana ndi gulu lamalonda, kapena adalembetsa kuti ayesere kwaulere. Izi ndi zotsogola zotentha, ndipo ndikofunikira kuchita nawo pamanja kuti muwalowetse akadali pamzere. Pali njira zomwe mungapezere zambiri pazokambiranazi.

  • Sinthani makonda oyimba mafoni. Ngati otsogolera adasaina kale kudongosololi ndikuyamba kugwiritsa ntchito, yang'anani zomwe adayesa ndikupanga kuyimba kwanu kotsatira kutengera iwo.
  • Dziwitsani otsogolera musanayambe kuyimba koyamba. Dziwani zambiri za kampaniyo momwe mungathere: Kukula, kapangidwe ka dipatimenti, mafakitale, zomwe akwaniritsa posachedwa, ndi zovuta zomwe zikuchitika. Konzani chiwonetsero kuti chigwirizane ndi zomwe zikuchitika.
  • Funsani za zotsatira zomwe amafunikira kuchokera ku pulogalamu yanu ndikupanga kulumikizana kwanu molingana ndi zolingazo. Pambuyo pake, awonetseni njira yachidule yofikira zolingazo.
  • Osawonetsa magwiridwe antchito onse kuyambira poyambira; ikhoza kupangitsa kuti kutsogolera kukhumudwitsidwe. Yambani ndi zofunikira zokha ndikufotokozera zambiri pamene akukula kukhala mankhwala.

Kuyimba kwanthawi zonse kwa kasitomala

wokhazikika kuyitanitsa mafoni, pa nthawi yomwe makasitomala do kukhala makasitomala, ayeneranso kukhala mbali ya Customer Kupambana njira. 

Onetsani Oyang'anira Kupambana kwa Makasitomala azichita homuweki, aunikenso maakaunti amakasitomala, ndikukonzekera kukambirana nawo pafupipafupi kuti amvetsetse momwe akugwiritsidwira ntchito ndikugwiritsanso ntchito chinthucho. Kapangidwe kake ka mafoni owunika pafupipafupi amatha kuwoneka motere…

  1. Kuyitana koyamba kwa otsogolera oyenerera kugulitsa, monga tafotokozera pamwambapa.
  2. Kukonzekera kwa mwezi umodzi, kuwonetsetsa kuti kukhazikitsidwa bwino.
  3. Kusintha kwa miyezi isanu ndi umodzi kuti mudziwe zambiri zazinthu zapamwamba.
  4. Ndemanga ya chaka chimodzi kuti mutsimikizire zosintha zilizonse zofunika musanalembetsenso.

Nthawi imatha kusiyanasiyana kutengera mtundu wazinthu komanso mtundu wabizinesi wakampani yanu. Mulimonse momwe zingakhalire, ndikofunikira kuonetsetsa kuti mumalumikizana nthawi zonse ndi kasitomala.

Proactivity of Customer Success imasiyanitsa kawiri kawiri ndi mtundu wanthawi zonse Wothandizira Makasitomala. 

Poyembekezera mavuto, mafunso, ndi zopempha, titha kuonetsetsa kuti sizikhala chifukwa choti kasitomala achoke.

Msana Wachiwiri Wakupambana kwa Makasitomala: Maphunziro

Ngati proactivity ndiye mwala wapangodya wa Kupambana kwa Makasitomala, maphunziro ndi makoma anayi omwe amasunga chilichonse mkati.

Proactivity ndi maphunziro a antchito anu mozungulira makampani a kasitomala ndi kagwiritsidwe ntchito kazinthu. 

Maphunziro amatanthauza kupatsa makasitomala chidziwitso chokhazikika cha momwe angagwiritsire ntchito bwino chinthu malinga ndi zosowa zawo. Makasitomala amafunikira zidziwitso zaposachedwa, zenizeni zenizeni zokhudzana ndi malondawo kuti athe kupanga njira zawo zazitali ndikukulitsa kukula kwa bizinesi yawo ndi malonda anu pamtima pake. Kuti izi zitheke, zomwe zili ndi mfumu.

Zomwe zili ndi mfumu

Kutsatsa ndi makina, otulutsa zofunikira, zofunikira kwa makasitomala omwe alipo komanso omwe akuyembekezeka. 

Kupatula zolemba zamakalata ndi zidziwitso zapazinthu zosintha kwambiri ndi kutulutsidwa, yendetsani ma webinars amoyo ndi zina zomwe zawonjezeredwa kapena kusinthidwa. Pitilizani kuwerenga mosalekeza zamaphunziro ndi zomwe zisanachitike patsamba lanu, monga maupangiri, ma eBook, ma sheet achinyengo, ndi mindandanda. Pitani patsogolo… 

  • Tsamba la FAQ ligawika m'magawo kutengera zinthu zosiyanasiyana.
  • Zomvera monga ma podcasts zimapereka njira ina yazinthu chinkhoswe kwa makasitomala.
  • Misonkhano ndi zokambirana zamalonda.
  • Ndondomeko yoyendetsera maphunziro (LMS) ndi mavidiyo ophunzitsa ndi maphunziro.
  • Maphunziro ndi ziphaso kwa iwo omwe akufuna kukhala othandizana nawo kapena ogulitsa. 

Kusadziwa momwe mungagwiritsire ntchito chinthu ndi chimodzi mwa zifukwa zofala kwambiri zomwe zimachititsa kuti makasitomala asokonezeke. Zida zoyenera zophunzitsira makasitomala kuti athetse chifukwa ichi.

Msanamira Wopambana wa Makasitomala 3: Kulumikizana

Kupambana kwa Makasitomala kapena ayi, bizinesi yanu iyenera kupanga kulumikizana koyenera kukhala patsogolo pomwe ikuyesetsa kukhazikitsidwa ndikukula.

Kukambirana kwamakasitomala (CCE) amatanthauza kupereka chithandizo ndi chitsogozo mosalekeza kwa makasitomala payekha payekha. Cholinga cha CCE ndikutsegula njira ziwiri zoyankhulirana pakati pa kasitomala ndi mtundu, pamlingo womwe makasitomala ali ndi chidaliro chokwanira kuti abwere ku Success reps ndi malingaliro owongolera komanso mayankho owona mtima.

  • Pangani anzanu makasitomala podziwa zambiri za iwo kuposa ntchito, ngati akufuna kugawana nawo.
  • Muzimasuka pa luso jargon, kulankhula chinenero makasitomala kumvetsa.
  • Osachita manyazi kufunsa mafunso ambiri. Phunzitsani nokha za bizinesi yawo.
  • Khalani kutali ndi zolemba; khalani ndi zokambirana zenizeni motsogozedwa ndi zochitika. Monga katswiri wamakampani, simufunika script. 
  • Kumanani ndi makasitomala komwe ali. Gwiritsani ntchito centralizing luso ngati kasitomala ubale kasamalidwe nsanja (CRM) kusunga makasitomala onse pamalo amodzi, posatengera njira yomwe idachokera.

Gulu lamalonda

Kuphatikiza apo, kulumikizana kothandiza kumatanthauza kukhazikitsa gulu lozungulira mtundu wanu.

Mabizinesi owoneka bwino ndi chida chothandizira kubweretsa makasitomala palimodzi kuti akwaniritse cholinga chogawana mukugwiritsa ntchito malonda anu. 

Gulu losavuta la anthu ammudzi - kaya pazogulitsa kapena pamasamba ochezera - limatha kupita kutali kulumikiza ogwiritsa ntchito ndi mafunso, mayankho, ngakhalenso njira zopangira zinthu zina. Imapereka bi-value kwa makasitomala - mwayi wolumikizana ndikukumana ndi omwe angakhale makasitomala kapena othandizana nawo.

Kupitilira mabizinesi owoneka, pali njira zina zomangira chikhalidwe cha anthu mozungulira mtundu wanu…

  • Ikani makasitomala anu ngati atsogoleri oganiza omwe ali ndi zinthu zopangidwa ndi ogwiritsa ntchito.
  • Pangani kazembe wamtundu kapena pulogalamu ya anzanu kuti mulimbikitse kufalitsa uthenga wabwino.
  • Zochitika zapaintaneti komanso zapaintaneti zimathandiza makasitomala kuti azilumikizana kwambiri.

Kulankhulana bwino ndi bizinesi yofunikira. Pakadali pano, gulu lazamalonda limapereka phindu lawiri lamakasitomala akalembetsa kuzinthu zanu. Ndi chifukwa china chokondera bizinesi yanu ndi malonda.

Mzati Wopambana Wamakasitomala 4: Kuyanjanitsa

Kulankhulana pakati pa magulu amalonda anu ndiye mzati womaliza wa gulu la Kupambana kwa Makasitomala. Makamaka, Kupambana kwa Makasitomala kumafuna kugwirizanitsa magulu a Product, Marketing, and Sales. 

Ngakhale kuli kofunika kuti dipatimenti iliyonse ikhale ndi zolinga zomwe munthu ayenera kukwaniritsa, zolinga zonsezi ziyenera kuphatikizira ku cholinga chogawana nawo bizinesi. Kuyanjanitsa ndi ndondomeko kukhazikitsa kumvetsetsa kofanana kuti zithandizire mgwirizano wabwinoko pazolinga zomwe amagawana. 

Ngati agawana zolinga, kugawana zotsatira, ndikugawana maudindo, pamapeto pake adzagawana bwino.

Ukadaulo wogawana ndiwo msana wa kulumikizana kogwira mtima kwamagulu

Koposa zonse, kuyanjanitsa kumafuna zida zomwe zili m'malo zomwe antchito atha kugawana ndikulankhulana mosiyanasiyana. 

Monga ndikunena, msika wa SaaS ukukula. Kuyambira pomwe dziko lidapita kutali mu 2020, zida izi zapezeka kwambiri, komanso zambiri pazomwe angachite. 

Ukadaulo wa CRM umapita patsogolo kwambiri pakugwirizanitsa magulu. Pobweretsa deta yonse yamabizinesi pansi pa ambulera yomweyo ya CRM, mabizinesi amatha kuyigwiritsa ntchito kuti agwirizane ndi zochita zokha, kuyankhulana wina ndi mzake zokhudzana ndi malo enieni a deta, kukhazikitsa ntchito zokhudzana ndi zolemba zapayekha, ndi kupereka lipoti, masewero, ndi kuwona ma metric ndi zolinga mkati mwa dashboard yomweyo.

Kulankhulana kokhazikika, kokhazikika pakati pa magulu kuti atseke malingaliro awo

Khalani ndi magulu ogulitsa ndi otsatsa amakumana kamodzi pa sabata kuti akwaniritse zomwe akwaniritsa sabata yatha. Fotokozani zolinga zomwe munagawana zomwe zidakwaniritsidwa komanso zomwe zikuyenera kukwaniritsa. Gwirizanani ndi kugawana ukatswiri pamaakaunti a kasitomala aliyense kuti mugonjetse zopinga zilizonse zomwe zingalepheretse kulembetsanso.

Mofananamo, magulu ogulitsa ayenera kukhala ndi chiwonetsero cha sabata iliyonse kuti asinthe momwe akuyendera mu nthawi yeniyeni, kupatsa Customer Success reps mwayi woyiyika mumayendedwe awo ndi makasitomala.

Pangani zipinda zoyankhulirana zamkati momwe Othandizira Opambana amatha kutumiza zolakwika zilizonse kapena malingaliro kuchokera kwamakasitomala ndipo Zogulitsa zitha kuwakonzera nthawi yomweyo pamapu awo ogulitsa. Mayankho otsekedwa ndi ofunika kwambiri pa Kupambana kwa Makasitomala. Chikhalidwe chawo chimafuna manja kuchokera ku gulu lirilonse.

  • Kugulitsa kapena Kupambana kwa Makasitomala kumamvetsetsa makasitomala kwathunthu, ndikupeza zomwe makasitomala amafuna ndi zomwe akufuna kuchokera kuzinthu. Amalankhula ndi makasitomala omwe amapereka ndemanga.
  • Kutsatsa kumapanga zomwe zili kuti ziwonetsere komanso kuphunzitsa za kukhazikitsidwa kwa mayankho. Ngati chilichonse chikusintha mokwanira, ndiye kuti chingafunike kampeni yakeyake.
  • Gulu la Product limagwiritsa ntchito zosinthazo, ndikutseka malingaliro awo.

Kuyanjanitsa gulu kumathandiza kutseka mayankho mwachangu, kutanthauza kuti kasitomala amapeza zomwe akufuna komanso zomwe amafunikira kuchokera kuzinthu.


Akuti sizinathe mpaka mayi wonenepayo ayimba.

Chabwino, nkhani yake ndi yakuti, iye wataya mawu ake. Ulendo wamakasitomala sunathe mpaka mutalephera.

(Kasitomala) Kupambana ndikosiyana ndi kulephera.