Personalizing customer success for SMEs
CUSTOMER success (CS) is a two-way street ― a journey where both businesses and customers thrive. Typically, CS professionals act as guiding companions throughout a customer’s journey, ensuring multiple touchpoints contribute to an overall satisfying experience. However, when dealing with diverse business segments, like small and medium enterprises (SMEs), a more tailored approach is necessary for a thriving partnership.
Understanding the local landscape ― Success begins with understanding SMEs, a thriving diverse market which forms part of the backbone of the Philippine economy. This segment is spread out across different industries, and is geographically spread out across the country, so a one-size-fits-all strategy falls short. It is like trying to fit a square peg into a round hole. To succeed, businesses must customize, putting more effort to connect with SMEs on a personal level to build lasting relationships.