Inbound Organization

Chapter 25Measuring the Health of Your Relationships

The key to leveraging inbound service as part of a new business development strategy is happy customers. Measuring the health of your relationships will help you understand which customers are thrilled, where you are exceeding expectations, which customers are in good shape, and which customers fall below the minimum threshold for success.

Service teams need to have all the customer's information for success, for example, call back information, email addresses, phone numbers, account numbers, order history, payment terms, service records of past issues and fixes, and relevant meeting notes to build the proper context for their interactions. They need a centralized view of the customer every bit as much as the marketing and sales teams.

To build a customer success mindset into your service department, inbound organizations create a separate team alongside service. HubSpot calls this group inbound success to clearly differentiate their mission. Inbound service means reacting promptly to all requests and solving the immediate issues customers have. Inbound success is the proactive application of a process to ensure customers see long-term value from your products and services and benefit from using your solutions. Inbound success focuses on making the customer better and delivering more value after the initial sale is made.

Health Check as a Best Practice

Inbound success requires that your team knows the status of every customer ...