In the KYKLO culture, simply selling a great ecommerce system is not enough. In our opinion, ensuring that clients get maximum value from their investment is paramount and requires dedicated attention, strategy, and a personal touch. From the moment system implantation starts, a CSM joins the team and guides the customer through the journey and beyond. The CSM plays a critical role not only in early implementation but in driving ongoing customer value.

Join us as we explore the pivotal role KYKLO CSMs play in customer success, focusing on key areas like implementation, training, system adoption, and the strategic use of marketing to drive traffic.

Getting Things Right from the Start

According to Molly Mitchell, who serves as a lead CSM at KYKLO, the foundation of a successful customer relationship is laid during the initial implementation phase. A well-executed setup can make all the difference in how effectively the customer uses the KYKLO system. CSMs are there from day one to ensure a smooth, efficient onboarding process. They work closely with their accounts to understand their organization’s specific needs, set up the system according to those needs, and make sure that everything is aligned from the start.

Molly says, “By acting as the bridge between the client's expectations and the systems capabilities, our CSMs set a positive tone and foster trust. They ensure that any potential challenges are addressed early on, minimizing friction and maximizing the potential for long-range success.”

Continuous Improvement: A Journey, Not a Destination

Molly Mitchell went on to say, “In our model, customer success doesn’t stop at onboarding. A CSM’s role is ongoing, involving constant evaluation and improvement. They regularly assess how the system is being used, pinpoint areas where clients may face bottlenecks and identify opportunities for enhancement. This process is a blend of analyzing data, gathering feedback, and proactively suggesting adjustments to business processes which extend outside of the KYKLO system."

The goal is to ensure that customers are consistently achieving their maximum digitalization outcomes. By refining processes and updating the customer’s practices, the CSMs create an environment where the KYKLO system becomes an ever improving part of their business operations.

Focusing on Software Adoption: Training and Monitoring Usage

One of the key responsibilities of a CSM is to drive the understanding and adoption of the system among the customer’s sales team. Training sessions are a cornerstone of this effort. The KYKLO CSM provides customized training programs that address the roles of the customer’s marketing team, plus the inside and outside sales groups.

Whether it’s a full walkthrough of the system or a targeted deep dive into specific features, these sessions are designed to empower the customer’s users. Beyond initial training, the CSMs continue to monitor how the KYKLO system is being used by customers.

Helping YOUR Customers Get Up and Running Quickly

The CSM doesn’t just focus on their customers—they also prioritize yours, a rare and unique approach that sets KYKLO apart from other companies. A significant part of a CSM’s job is to ensure that customers who ultimately benefit from easy part selection, comparison, or other key product data, have satisfactory experience. This often involves creating easy-to-follow guides, how-to videos, and documentation which walks the customers through a step-by-step process for getting started.

Providing clear and concise resources can significantly reduce the learning curve and increase online usage. By making sure that end-users have the support they need, the CSM indirectly boosts their customers success, helping them serve the end-users better and quicker.

Providing Easy Guides and Self-Help Resources

Documentation is more than just a user manual—it's an ongoing resource for both clients and end-users. CSMs craft easy-to-digest guides that make complex tasks simple.

These materials are carefully designed to cover all the bases: from getting started to troubleshooting common issues and mastering advanced features like product selectors.

By continuously updating and expanding these resources, CSMs ensure that both customers and end-users have access to the most current and relevant information, improving their experience with the KYKLO system.

Conclusion

Customer Success Managers play a critical role in the success of KYKLO customers.

Their impact goes far beyond the implementation phase, ensuring customers continue to gain value over the long term. Through ongoing training, they transform KYKLO's ecommerce platform from a simple "set it and forget it" tool into a vital asset for strengthening their customers connection with their end users.

Thank you, Molly Mitchell, for the wonderful interview and for sharing these amazing pictures!