Advanced road of Yifang cloud service: from "Services" reach "Customer success"

2015 Recognized as SaaS Industrial "First year" , The whole industry is strongly pursued by capital and media. After more than a year of rapid progress, SaaS The industry has welcomed in many fields "Growth hacker" A big explosion of style. along with SaaS Outbreak of, "Customer success" The concept of is becoming more and more popular.

firstFangcloudOur service team provides more passive services, That is, the customer takes the initiative to ask questions, The service team responds quickly and answers questions, stayFangcloudCSM According to Director Liu Chunxiang, If the service is divided into three stages "Services" , "customer support " and "Customer success" , Then passive services only stay in "Services" stage. With the increase of customer volume, Passive service "Delayed response" , "Incomplete service" And other problems will gradually be exposed. meanwhile, Due to the characteristics of customer industry distribution differentiation, Diverse customer needs, The passive service mode has higher and higher requirements for the service team, An understanding of the industry, Familiar with products, Only a service team that is good at exploring the value of products from the perspective of customers can help "Customer success" .

Realize that the service wants to achieve "Customer success" The ultimate goal of, "people" Is the key, To meet the demand, Fangcloud CSM The team starts to form. Chunxiang talked about, "Formation CSM Team is hard, SaaS This industry is relatively new, Fewer file storage segments, Naturally, there are few counterparts, " Chunxiang continues to share, "Not only are there few people, Fewer talents. Enterprise software, Any company, As long as there is a lot of document demand, Can use billion square cloud, This means that the customer structure of Yifang cloud is small, medium and large in different industries, The needs of different backgrounds are diverse. In the face of such a situation, Service personnel should have comprehensive product professionalism, You need to have a certain understanding of business models in all walks of life. " The service team is so demanding, What specific characteristics do you need? Chunxiang continued to share, "Consultants recruited, The first is the sense of service, besides, Need to have the ability to quickly learn product knowledge, And be able to combine the characteristics of customers' industries, Industry research experts who give advice and solutions to customers. "

Industry talent gap and CSM High standard requirements, Give Way CSM Difficulties in team formation, In the actual service process, CSM What challenges are we facing, Yifangyun's CSM How does the team cope?

Challenges and opportunities coexist, The service was approved by the customer

According to Chunxiang, Due to environmental factors with Chinese characteristics, Domestic customers' cognition of Yifang cloud still stays at the level of basic file storage, On storage "application" function, such as: "Share on demand" , "Online comments" , "Mobile office" etc, Most customers don't know how to make good use of these functions. "Yifang cloud is an enterprise level office product, Facing enterprise level users with office needs, Collaboration based on file storage, Why is the utilization rate of customers relatively low, Put aside the factors of market education, On the service team, Now that we meet the challenge, How can it be saved? We have always believed that challenges coexist with opportunities" , Chunxiang said so.

Until I met a traditional industry, Be a customer of project management (Hereinafter referred to as "H" ) after, CSM To be more confirmed "Customer success" Importance of. H Under the influence of the Internet, Get rapid development, The company pursues flat management, Shorten the process, Reduce communication costs. After leveraging Yifang cloud, I hope to make good use of cloud tools in my work, However, how can Yifang cloud be combined with the company's business flow, H My boss is very upset. CSM The team through the recruitment website, etc H Industry learning, In depth research on the industry through various channels, yes H Sorting out the business flow of the company, Finally, with H Industry attributes and customized implementation service plan combined with the characteristics of the company's business flow, help H While the head office combed the business process, It also improves the utilization rate of Yifang cloud. "at present H Company average weekly 90%The above users are logging in and using Yifang cloud, To enjoy cloud Office; The average weekly upload file reaches 3000 Multiple copies, Average weekly 300 Multiple comments and communication based on cross regional project management. " Chunxiang feels very happy.

Surprise always knocks on the door, H After the headquarters used it very well, H The boss called the national management to the headquarters again, Arrange special training for yifangyun. Chunxiang said seriously, "Because the boss realized the product value and service value of Yifang cloud, Identified with us, There will be special training specially invited. See that our efforts can get the approval of customers, This is CSM Something to be proud of, It also proves that challenges and opportunities coexist, There are many similar customers now, Believe that one or two years later, Enterprise network diskThe market is not just about storage applications, Collaboration will also become standard. "

Comprehensive establishment of service system, CSM The road of service improvement

Grow together with customers CSM team, According to different customer needs and market changes, Gradually establish a service system to meet customer needs.

The establishment of service system requires time precipitation, CSM The team keeps groping, Start with nuances, Optimize services. for instance, Wechat has gradually become an indispensable communication tool for citizens, Based on this, In order to help customers find Yifang cloud service personnel faster, Problems encountered can be dealt with at the first time, CSM The team suggests opening wechat service number, Interface for easy access to service tools. After the interface is opened, Questions raised by customers, Can be CSM Direct connection of human services (See the figure below) . Chun Xiang joked, "This is a small detail, It may also be ignored by many people, Like many functions of Yifang cloud, Users only feel that the product experience is very smooth, But I don't know where it is, The same is true of services, The service of Yifang cloud can be achieved, But it's not clear where it's in place, The truth is simple, The service is the same as the product, Have been carefully designed by Yifang cloud people "Design" Passed, The experience is naturally good. "

last, Chunxiang shares, In the future, yifangyun must go "Industrialization" Strategic, CSM The service consultant team is no exception. Chunxiang revealed, CSM Industry research of the team, At present, education and training have been provided, Electronic Commerce, engineering management, Internet software, Trade, Real estate planning and design, etc 5 Industry analysis and document management solutions, We will continue to do it in the future. Strive to become a billion square cloud that understands you.