Gil Lhotka, Director of Customer Success at Kronos, dives deeper into the concept of “Customer Communities,” as the last of the 5 Commandments of Customer Success.
Connect your customers with others. We all want to be a part of something. A group of people with similar interests. A place to share common experiences, successes, and even challenges. I recall moving to a new city with my wife years ago. We didn’t know anyone in this town, but we both enjoyed photography and wanted to meet others who enjoyed it as well. We went onto “Meetup.com” – a website connecting like-minded people around the country on any topic you can imagine. We found two local photography clubs and started attending outings to take photos. I look back at how much knowledge I gained through the people we met. I learned from them, and as I talked about my photography experience, they learned from me as well.
It’s no different in the business world, and a quick search shows that there are groups for just about everything.
- Meetup.com has almost 300k groups
- LinkedIn currently lists over 1.6 million different groups
- Yahoo Groups had over 9 million groups at one time
Helping customers make connections adds another layer of value to their experience – but, we should always remain professional and ensure both parties are comfortable before the introduction is made. Connecting customers with similar project needs or business challenges allows them to learn from others’ missteps and hear success stories relating to areas where they might be having trouble.
Think back to the last professional conference you attended. You sat through sessions, and they were useful and informative, but wasn’t networking the part that excited you the most? Wasn’t it meeting over coffee and gaining great insight from that person in your same role at another company? These valuable interactions don’t have to wait until the next conference. As Customer Success Managers, it’s our job to help customers build their network in ways that will improve their outcomes every day.
I hope you’ve enjoyed the posts expanding on the 5 Commandments of Customer Success. If this topic is of interest to you, feel free to share it with others or leave a comment below.
Wishing you much success,