產品

SurveyMonkey 能滿足各種使用案例和需求。歡迎探索我們的產品,瞭解 SurveyMonkey 能為您提供什麼協助。

從全球首屈一指的線上調查問卷中,獲取以資料為導向的深入分析。

可與超過 100 款應用程式和外掛程式整合,讓您事半功倍。

建立並自訂線上表單,以收集資訊和付款方式。

利用內建的 AI 打造更優質的調查問卷並快速獲得獨到見解。

依實際需求量身打造解決方案,滿足您所有的市場研究需求。

範本

測量客戶對貴公司的滿意度和忠誠度。

瞭解如何讓客戶滿意,使他們成為您忠實的擁護者。

取得可化為實際行動的深入解析,以改善使用者的體驗。

向潛在客戶、受邀人等對象收集聯絡資訊。

輕鬆收集並追蹤活動邀請回函。

瞭解參加者的需要,使下一場活動更成功。

發掘能提升員工參與度並改善績效的深入解析。

瞭解與會者的想法和意見,把下一場會議辦得更好。

運用同儕意見回饋來協助員工改善績效。

打造更好的課程並改善教學方法。

瞭解學生對課程資料和教學狀況的評價。

瞭解客戶對您的新產品構想有何看法。

相關資源

使用調查問卷和調查資料的最佳實務

有關問卷調查、給企業的訣竅及其他主題的內容,都在我們的部落格。

SurveyMonkey 的使用教學與指南。

頂尖品牌如何透過 SurveyMonkey 推動成長。

聯絡銷售人員登入
聯絡銷售人員登入

How customer success can bring your business to the next level

Customer success has been trending over the past few years.

Need some convincing? Just look at Google Trends and you’ll see interest, and searches, in the term “customer success” is consistently rising.

But the term might confuse someone who’s not working in customer success. Is it just another term for customer support? Is it a synonym for sales? As it turns out, it’s neither. Customer success managers are tasked with managing the relationship with your clients.

To give you a better idea of what this means, we’ll review the department’s responsibilities in more depth. We’ll also cover the role of the customer success manager and how they deliver value to your organization.

If you’re new to customer success or want to learn more about the role, you’ve come to the right place.

As you can imagine—and might know firsthand—organizations have different types of clients.

Clients vary in their level of independence, the products/services they use, and how much they spend on your services. More often than not, your customer success team will focus on those clients that either pay above a certain amount on your product or service or have the potential to do so.

They act as the point person to these clients, managing the day-to-day relationship with a focus on delivering long-term business outcomes. This involves understanding what each client is looking for, and then offering the right guidance so that the client uses your services in a way that meets their goals.

Customer success is ultimately graded on a few areas, including their retention rate, the level of upselling and cross-selling, and the clients’ overall satisfaction. Are you confused yet? Don’t worry, here’s a breakdown of each term:

Retention rate: The percentage of customers that stay on over a period of time.

Upsell: When a customer upgrades to a better, higher-cost service.

Cross-sell: When a customer buys a different type of service from you.

Overall satisfaction: How content the customer is in their overall experience with your services. This type of feedback is often collected through surveys that ask the Net Promoter question, in addition to other important, relationship and product-specific type questions.

Interested in seeing what a customer satisfaction survey looks like? We’ve got dozens of templates developed by our survey methodologists.

Now that you know what customer success is and what the department cares about, you might be wondering, “Who are the people that lead the relationship with clients?”

It’s the customer success manager.

They manage the day-to-day engagement with clients. This includes conducting your clients’ “onboarding”, quarterly check-ins, and for many organizations, pursuing renewals and additional sales opportunities.

The customer success manager’s responsibilities vary across organizations and industries.

Here are a couple things to consider when defining their role:

Whether to segment customer success managers into specializations: If each customer success manager has to learn a ton of information and works with clients of all shapes and sizes, their job quickly becomes overwhelming.

To prevent this from happening, management could designate areas of focus for groups of customer success managers. This can range from the information they’d need to become fluent in to the types of clients they work with.

If each customer success manager is responsible for securing revenue: In other words, deciding whether to let them close renewals and pursue additional sales opportunities from their customers (i.e. upsell and cross-sell).

Should the revenue stakes be relatively significant or the sales cycle complex, colleagues from other teams would step in to help customer success. This includes account managers or enterprise sales reps.

Each customer success manager is looking to keep their clients engaged. Why is this their focus? Because engaged customers are more likely to renew and spend more.

From an organizational standpoint, this focus benefits you immensely.

By improving customer retention merely 5%, for example, your company’s profits can go up by as much as 95%. When you consider that acquiring a new customer is up to 25 times more expensive than retaining an existing one, the strong correlation between retention and profitability seems all the more realistic.

Customer success managers also influence your organization’s reputation. A negative customer experience gets shared with an average of 16 people. With peer-to-peer recommendations becoming key to securing a sale (e.g. 94% of B2B buyers depend on peer recommendations), a worsening reputation can be hard to recover from.

Customer success is a business function that’s here to stay. They deliver value not only to your clients, but also to your business’ bottom line. So if you work in a role in customer success, give yourself a pat on the back. And if you don’t? Buy a customer success manager some coffee. After all, they play a hand in your success and that of your organization’s.

客戶滿意度調查問卷範本

從眾多的客戶滿意度調查問卷範本中隨意挑選,既節省時間又能獲得靈感。馬上就開始收集您需要的意見回饋。

瞭解 Box 如何運用客戶資料,以增強團隊能力

探索 Box 如何使用 SurveyMonkey 建立 360 度的客戶歷程視角,並在同一處收集意見反應。

透過客戶的成功故事和見證心得,提升品牌知名度

直接擷取客戶的故事與見證,並將意見回饋轉化為個案研究、使用心得和評論,為業績和行銷提供助力。

如何用 CSAT 衡量客戶滿意度

測量客戶的滿意度有助於企業邁向成功。瞭解如何藉由 CSAT 調查問卷測量客戶滿意度。