Customer Success and Nonprofits
In our first post in this series, we defined Customer Success and discussed why the model is a critical component for the success of any cloud software company.
In this post, the second in our series, we’ll talk about how nonprofit organizations can implement the Customer Success model internally to get great results.
Customer Success is a Model
The Customer Success business model was developed out of necessity. Since cloud software was easier to “rip-and replace” than traditional on-premise solutions, companies needed a program to keep their clients from cancelling their software contracts every time their users saw a competitor’s new and exciting demo.
Customer Success is a great model. It focuses on helping the customer achieve their desired outcomes using the company’s software. It involves getting to know what the customer’s goals are, and mapping those goals to how the product should be used to achieve them. It can’t compensate for a truly deficient product, but all other things being equal, it can go a long way toward giving a company a competitive edge.
Think about it – how often has a company told you they have an entire department geared toward helping you succeed?
We told you a story a couple of weeks ago about a nonprofit that implemented a new software product without much of a people plan, and after some mishaps, eventually solved for success on their own. While that story had a happy ending, the process was painful - and it didn’t have to be.
These days, companies that sell cloud software will do a lot to make sure their customers are onboarded, trained, and adopt the software. As with anything, though, if there isn’t matching internal desire at an organization to make progress and sustain momentum, there’s only so much an outside vendor can do. This is especially true if the effort is contained to a time-bound process like setup and implementation.
Customer Success For All
So here’s an idea: the Customer Success model, mindset and program doesn’t need to remain the exclusive purview of companies that are selling software products. Nonprofits can adopt this model for their own internal operations and apply it to their programs, departments, and yes, software.
Sounds great! So – how do we do it? We’ll discuss that next time.
This is the second in a series about Customer Success from Raise HECK. Our first post discussed what Customer Success is. In our next post, we’ll talk about how to start a Customer Success program at your nonprofit.