 Название: Scaling Customer Success: Building the Customer Success Center of Excellence
Автор: Chitra Madhwacharyula, Shreesha Ramdas
Издательство: Apress
Год: 2023
Страниц: 271
Язык: английский
Формат: pdf (true), epub
Размер: 10.2 MB
?Customer Success is a relatively a new discipline that focuses on maximizing customer business value and outcomes realization. Practitioners focus on customer adoption, customer experience and then positive correlation, organic growth and retention is achieved. This book will provide a practical guide for operationalizing the Customer Success function and methodologies.
As we now step into the next phase of Customer Success, a phase of growth and standardization, it becomes important to start thinking about how to effectively scale this extremely important function. You'll see how to go from just offering a taste of Customer Success experience to your top customers, to offering it to all your customers, irrespective of their tier, spending, and current growth potential. As you expand the scope of Customer Success across all your customers, it becomes very important to understand how to operationalize Customer Success, how to convert the philosophies and ideas and best practices to usable operational models, and how to build a Customer Success Center of Excellence (CoE) focused on standardizing, scaling and expanding Customer Success practices and methodologies to optimize customer and company success and ROI.
Scaling Customer Success will show you what kind of operational processes and workflows need to be put in place based on the stage of your company, products, customer engagement model and desired outcomes, what metrics are important to measure and how to capture those metrics. You'll also study what kinds of workflows to establish, how to effectively map and analyze results and most importantly, how to do Customer Success at scale effectively.
What You'll Learn
• Understand what a Customer Success Center of Excellence is• Establish a blueprint for how to scale and automate a Customer Success practice• Review information on key Customer Success metrics and workflows
Who This Book Is For
Company leaders and customer success managers.
Contents:
Introduction
Chapter 1: Customer Success Center of Excellence (CS CoE)
Chapter 2: CS Business and Operational Models
Chapter 3: Key Customer Success Workflows and Processes
Chapter 4: Customer Onboarding – A Methodology
Chapter 5: Key Metrics and Beyond
Chapter 6: Making Sense of Data
Chapter 7: Designing Customer Success for Scale
Chapter 8: Role of CS Operations in Scaling a CS Practice
Chapter 9: Extending CS CoE
Chapter 10: Where Are We Headed?
Appendix A: The Evolution of Customer Success
Appendix B: Customer Account Team Roles and Responsibilities
Appendix C: Customer Satisfaction Survey Template
Glossary
References
Index
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