The First Person on the Team
Who this book is for
Người làm chăm sóc khách hàng (customer success) ở doanh nghiệp Việt Nam bán phần mềm, dịch vụ hay giải pháp theo hợp đồng định kỳ cho khách doanh nghiệp: nhân viên phụ trách vài chục tới vài trăm tài khoản, trưởng nhóm nhỏ, hoặc người đầu tiên làm nghề này trong công ty; liên lạc với khách chủ yếu qua Zalo, thư và cuộc gọi.
Sound familiar?
- Hired as customer success but handling support, collections and upsell.
- Sales treats the role as a complaints desk.
- Asked after three months what was achieved, with no numbers to show.
- Nobody in the company has done this job before.
After reading, you can
Help a company's first customer success hire define the role, earn recognition and know when to grow the team.
Each chapter answers one question
Chapter 1: How is customer success different from answering questions?
Where does my job begin and end?
Customer success differs from technical support in that it actively leads the customer to a result.
Chapter 2: Should my first ninety days be busy, or focused?
What do I do first in my first three months?
The first three months are for understanding customers and choosing one small, measurable win.
Chapter 3: Without authority, how do I get other teams to help?
What do I need from other departments, and what do they need from me?
Customer success has no authority to give orders, so it must have relationships with every department.
Chapter 4: Does pricier software make us better with customers?
What tools do I need to get started?
A spreadsheet used consistently beats expensive software nobody updates.
Chapter 5: Is feeling busy a good reason to hire?
Which numbers prove I need more people?
The right time to hire is when accounts per person exceed what can be cared for, not when things feel busy.