“客户成功”软件热力来袭

    这就是客户成功软件公司进入画面的切入点。Preact公司联合创始人兼首席产品官克里斯托弗•古利解释说，许多创始人和CEO以非常惨痛的方式认识到留住客户的高昂成本。“公司不仅仅尝试着支持和维系现有客户，它们还试图促使客户群迅速成长，”他说。通过客户成功软件，“我们不会尝试着预测客户行为，我们能够确定那些如果施加一定影响就很可能升级的用户。”

    RJMetrics已经使用Preact软件大约一年时间。“还没有使用Preact的时候，我们的客户经理不得不花费大量时间研究他们的每一个客户，以便了解他们如何使用我们的产品，如何跟我们的团队互动，”RJMetrics联合创始人兼首席运营官杰克•斯坦解释道。“Preact使得这项流程的效率提升了25%，更重要的是，它大大改善了客户经理团队获得的信息质量，这样他们就能够最有效地确定自身努力的针对性。”

    投资者希望赶上这波客户成功软件热潮。3月份，Gainsight完成了价值214万美元的B轮融资，其主要投资人包括巴特利风投(Battery Ventures)、顶峰投资(Summit Partners)和贝恩资本(Bain Capital Ventures)。4月份，Preact获得了三一风投(Trinity Ventures)为首的投资团队提供的460万美元首轮融资。

    客户成功软件最终将成为每个用户和客户的健康和活跃程度的衡量标准，盖勒说。

    “每位用户都是一片独特的雪花，”他说。“每个客户都是不一样的。”（财富中文网）

    译者：叶寒

    That’s where customer success companies enter the picture. Preact co-founder and chief product officer Christopher Gooley explains that many founders and CEOs have learned the costs of customer retention the hard way. “Companies are not just trying to support and sustain but accelerate growth,” he says. With customer success software, “we don’t try to forecast. We identify users who are very likely to upgrade if you influence them somehow.”

    RJMetrics has used Preact for about a year. “Before Preact, our account managers had to spend a lot of time investigating each of their accounts to find out how they had been engaging with our product and team,” explains Jake Stein, co-founder and COO of RJMetrics. “Preact makes that process 25% more efficient, and more importantly, improves the quality of the information that the account management team sees so they can most effectively target their efforts.”

    Investors are hoping to ride the wave of interest in customer success. In March, Gainsight closed $21.4 million in a Series B funding round led by Battery Ventures, Summit Partners, and Bain Capital Ventures. In April, Preact received $4.6 million in Series A financing led by Trinity Ventures.

    Customer success will eventually become standard for measure health and activity for each individual user and account, Geller says.

    “Every user is a snowflake,” he says. “Every account is different.”