{"id":7473,"date":"2023-03-22T07:07:00","date_gmt":"2023-06-06T07:07:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=7473"},"modified":"2023-07-20T10:02:37","modified_gmt":"2023-07-20T10:02:37","slug":"keeping-customer-happy-heres-our-step-by-step-guide","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/keeping-customer-happy-heres-our-step-by-step-guide\/","title":{"rendered":"How To Tell if Your Customers Are About To Leave You"},"content":{"rendered":"\n

Keeping customers happy is a pursuit that goes back as far as business itself. As business landscapes change, the challenges companies face to keep customers engaged and happy change too. Failing to notice signs that your customers aren\u2019t getting what they want can cause formerly loyal customers to inch toward the door. And even worse \u2013 into the arms of a competitor.<\/p>\n\n\n\n

Winning the trust of existing customers<\/a> and the loyalty of new ones by continually delivering value is worth its weight in gold. That trust creates a direct path from new customers to repeats and renewals, and ultimately to long-term success and sustainability.<\/p>\n\n\n\n

At Salesforce, our customer success experts have witnessed nearly every possible customer scenario play out. As trusted advisors to our customers, providing strategic advice and product expertise, they have been there through the good, bad, and the ugly. I personally have worked with hundreds of customers, including leading strategic interventions for our most at-risk accounts.<\/p>\n\n\n\n

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Are you on the right success path to grow your business?<\/span><\/h2>\n\t\t\t\t\t\t\t

Get the right level of expert guidance and support with\u00a0Salesforce Success Plans<\/a><\/p>\n\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t

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For Salesforce Customer Success<\/a>, the process of pinpointing at-risk customers includes both quantitative and qualitative indicators. Our best practices boil down to three major steps:<\/p>\n\n\n\n

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  1. Use data to pinpoint at-risk customers<\/li>\n\n\n\n
  2. Assess the attributes of a happy, successful customer<\/li>\n\n\n\n
  3. Find and fix potential pain points<\/li>\n<\/ol>\n\n\n\n

    How Salesforce works at keeping customers happy <\/span> <\/h2>\n\n\n\n

    Use data to pinpoint at-risk customers <\/span> <\/h3>\n\n\n\n

    Let\u2019s start with the quantitative: our data signals. We have a data signaling system that allows us to determine where a customer may be struggling. It measures areas like licenses, usage, account maturity, and support cases, and aggregates them into a customer \u201chealth\u201d overview. This identifies customers with stale implementations and helps us see, in objective measures, how at-risk any one customer is. <\/p>\n\n\n\n

    Of course, looking at the data alone is not enough. On my team, we like to say we\u2019re \u201cdata-informed,\u201d not solely data-driven. Data-informed means we start with data signals, but add qualitative assessments to avoid the pitfalls of looking at data alone. Missed learnings in field or grassroots situations, and lost critical data points, are bad enough. Even the time it takes to wait for data to accumulate before you can analyse may be too late in the game.<\/p>\n\n\n\n

    Assess the attributes of a happy, successful customer <\/span> <\/h3>\n\n\n\n

    Next, our qualitative indicators come in. By marrying data and the human elements of your relationship, you can determine the proper course of action and save your customer, or partner together on new opportunities.<\/p>\n\n\n\n

    At Salesforce, we use six \u201cCritical Success Factors,\u201d the ingredients to successfully delivering value for every customer:<\/p>\n\n\n\n