Create business value with customer success: Innovation of Beisen enterprise service mode

Beisen is the largest cloud service provider of talent management software in China, The business scope covers the whole process of talent management, Daily processing of more than 100000 talent data. Beisen is 2003 Provide talent evaluation services for enterprises through the Internet at an annual rate, As China SaaS (Software as a Service, Software as a service) The earliest practitioner of the model is well known in the industry. meanwhile, Beisen is also the first company in China to implement the customer success strategy.

"financing 1. 1 Billion" , "Pass Platform release" , "Renamed Beisen cloud computing" , So many, Beisen's achievements are remarkable. What little is known is, Behind excellent results, In addition to the unique advantages of integrated products, "Customer success" It's really Beisen's further compass.

Customer success is not a vase for enterprises

It is generally believed that "Customer success" More related to corporate culture, It is difficult to make a direct contribution to the business. However, Beisen has successfully proved different views with his own practice: We go to Salesforce What I learned is, SaaS What software really sells is best business practice. therefore "Customer success" yes SaaS The ultimate business value of business, It needs to be firmly applied to the business model, Service mode, management model , Research and development mode and other links, It's not just written into culture.

"Beisen's customers lost money in the first year, Take the recruitment system as an example, The cost for Beisen to obtain a customer is 10 ten thousand, However, the average order amount of customers in Beisen recruitment system is 50000 or 60000, This means that the first year is a loss, If the customer does not renew the contract, That's the definite loss, Unless Beisen can let customers in the first year, The second year, The third year. . . Continue to buy Beisen products, Then Beisen can make money, This is it SaaS Logic of business model. " Beson CEO Elaborated by Ji Weiguo.

This mode chosen by Beisen determines that Beisen is a rental service, Not a one-time sale, Therefore, Beisen and its customers must have a long-term partnership, We can only develop together with our own customers, Help customers succeed, Beisen can earn reasonable service fees, Get your own growth.

The nature of using software means using three parts of software and seven parts of software, Customers buy Beisen's software to solve business problems or business difficulties, Only the problem can be solved, It means that the customer is successful. Beisen is at home for this SaaS The industry took the lead in establishing a "Customer success Manager" (CSM) team.

CSM Definitely not a traditional customer service department. Traditional customer service only provides technical support, Solution system BUG; and CSM As a talent management expert, Proactive service, Solve problems in the work scenario for customers, By helping enterprise users use talent management software more effectively to achieve business and strategic goals. It is this move that has made Beisen in talent management SaaS One of the differentiated competitive advantages of the industry. This is also general Kitasaki "Customer success" Reasons for writing into the top five core values of the company.

in fact, SaaS The biggest strategy for entrepreneurship in the field is "Customer success" , "We need to carefully analyze what customers want, The only thing that needs to be done, Is to listen to customers, Nothing else. "

Enterprise service mode drives innovation of working mode

Beson CEO Ji Weiguo said: "In fact, a company that is really customer-oriented, This value should be reflected in all aspects of their employees' behavior. It can be reflected in the process of providing services to external customers, Such as pre-sales, sale, implementation; It can also be reflected in the product development process aiming at customer success; It can be reflected in the process of providing support to internal customers, Such as finance, administration, Market and HR personnel. "

Beisen builds a customer success system with full participation, In strategy, system, Out of process, It also optimizes the working methods and efficiency of employees, Improve the comprehensive experience of customers in the process of cooperation with Beisen.

When everyone believes that the purpose of sales is to sell products, Beisen has instilled the concept of customer success into the sales team, The first reaction of the salesperson when meeting the customer is: What is the customer's problem? What kind of solutions can Beisen provide? It's not what products Beisen can buy.

therefore, At the beginning of customer contact, Sales will spend more time understanding customer needs in detail, Collect customer information, Feedback to pre-sales Department;

Provide targeted solutions after fully studying customer needs before sales, Before the formal plan is sent to the customer, discuss and modify repeatedly with the salesperson whether the plan can effectively meet the customer's needs.

In the past, customer information was collected through many email exchanges, Upload and download attachments many times; The scheme is transmitted more frequently in the discussion and modification stage, communicate, Cycle of modification, Because different tools are used in the three links, The platform is carried out separately, which is cumbersome and inefficient.

In order to establish a unified database, It is convenient for sales and pre-sales personnel to back up data, Find calls and shares, Beisen introducedFangcloudFile management and collaboration platform, Create a cloud file database.

FangcloudHelp Beisen achieve customer information, Historical scheme, Secure storage and backup of enterprise files such as materials, Build a convenient file sharing space for employees, Not only can file transfer be reduced, arrangement, Time consumed in search and other work, It also realizes the effective interconnection of resources, Make full use of all kinds of materials and materials. also, The portable database established by Yifang cloud allows salespeople to get rid of the restrictions of equipment and location, Realize remote collaboration and mobile office.

Establish customer data archives.

Sales personnel can collect customer data for centralized storage and backup on Yifang cloud platform, Establish customer data files, Better customer research, Avoid scattered storage, Data loss caused by equipment damage, etc.

Establish a pre-sales plan database.

Upload the project plan to the department database for sharing after it is made before sale, Department personnel realize data exchange, At the same time, the output includes excellent schemes, Template, Presentation data, Sales kit including success stories, Share it with sales staff on Yifang cloud platform.

Get the latest sales information in real time.

Sales in the process of visiting customers, The latest solutions can be obtained in real time through mobile devices such as mobile phones, Sales materials such as contracts.

Achieve efficient project collaboration.

Enterprise level work plan management platform built by Beisen tita Access Yifang cloud file management module, Get through the data acquisition in the project, Sharing and retention, Achieve truly efficient project collaboration.

Smoothly carry out remote training cooperation.

Training courses are placed directly in the collaboration folder, Bring local lecturers into collaboration, Instructors can enjoy the latest courses, No email required, More convenient to save courseware.

The optimization of the service mode of enterprises to customers drives the innovation of the working mode of all staff, And the simple and efficient cloud working mode also promotes all staff to better serve customers, Truly Beisen's "Customer success" Strategy provides assistance.