Why Does Customer Success Matter in Web3?

Customer Success teams first started being developed for SaaS companies who recognized the power of relationships after the sale with their clients. This pillar within companies now exists from technology all the way to IRL businesses.

Why is Customer Success so important? 

Customer success bridges the gap between sales and the next renewal cycle but more importantly, it builds a partnership between the client and the company that allows for greater innovation, reduced churn and ideally, more leads for the sales team.

Customer Success in Web3 becomes even more important as the industry evolves and customers need to come along the journey with the evolving technology. It is the CS team’s job to make sure that the client not only understands what exists today but can plan for the future of Web3.

Where are we today?

After a client has gone through the sales cycle and decides to work with a company, the Customer Success teams onboard the clients. At this point, it is the Customer Success team’s duty to help the client fully integrate with the technology sold to them. In Web3, this becomes more important as we often see teams with a range of Web2 and Web3 experience.

The CS team works hard to get everyone on the same page through demos, weekly calls, availability in slack and email. When our partners are on the same page, we can work better together to build their vision for a Web3 game.

Where are we going?

Customer Success has an additional role with emerging technology – keeping the client up to date on the direction the technology is going within the CS team’s company as well as in the Web3 industry at large. As we continue to watch this space evolve, Customer Success teams help their clients plan to build for the future, by ensuring the client understands what is or is not possible.  In blockchain gaming, as client’s build games they need to think about not only the technology stack available today but where web3 gaming could go in the future.  

There are considerations beyond just managed wallets and NFT marketplaces. It is important to start to consider what is next and how this can enhance gameplay for users and bring value to developers.

What can we build together?

Lastly, and possibly the most exciting part of being in Web3 Customer Success, is asking the client what can we build together? Web 3 is at a unique point where the client is not only able to leverage the current technology but can also work to build the future together with the companies they decide to work with.

Client’s can help shape the direction of the product by giving feedback to the Customer Success team, leveraging API endpoints in unique ways or simply requesting new features. As the CS team sees demand for these new features, the roadmap will start to build in the direction of the clients.

A Customer Success team should look to build relationships beyond just client to company. Creating an environment for true partnerships where clients feel comfortable to ask questions, be curious and offer new ideas. Partnerships are more than just API integrations, especially in Web3. The partnerships in the space are building the future of this industry and creating the open Web3 that everyone can experience.