| Description |
1 online resource (273 p.) |
| Note |
Description based upon print version of record. |
| Contents |
Intro -- Table of Contents -- About the Authors -- Acknowledgments -- Foreword -- Introduction -- Chapter 1: Customer Success Center of Excellence (CS CoE) -- Customer Success CoE Functions -- Core Functions -- Extended Functions -- CS Learning and Enablement (L&E) -- CS Community Engagement and Management -- Partnerships Operations -- CS Digital Engagement Strategy -- How to Build a CS CoE Organization -- From Theory to Practice -- Phase 1: Core -- Phase 2: Extended CoE Functions -- Prioritization and Execution -- Part I: CS CoE Phase 1: Core -- Chapter 2: CS Business and Operational Models |
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Common Business Models -- Models Based on Business Type -- Software as a Service (Plug n Play) -- Platform/Infrastructure as a Service (PaaS/IaaS) -- Traditional Non-SaaS/on-Prem and Evolution to XaaS -- Customer Success Models Based on Customer Tiers -- Strategic Customers -- Enterprise Customers -- All Other customers -- Customer Success Models Based on Company Maturity -- Early-Stage Startup -- Mid-stage Startup -- Late-Stage Startups and Enterprise -- The Five Pillars of Customer Success -- The Customer-Centric Business Model -- The Million-Dollar Question |
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Chapter 3: Key Customer Success Workflows and Processes -- Common Decision Points -- Key Processes -- Customer Journey Mapping -- Customer Journey Stages -- Customer Journey Mapping Examples -- Example 1: Basic Customer Journey Map -- Example 2: Customer Journey Map Broken Down by Functional Responsibilities -- Example 3: Customer Product Journey Mapping for Complex Deployments -- Customer Onboarding -- Strategic Account Planning -- Customer Process Playbooks -- Optimizing Playbooks for Efficiency and Scale -- The Importance of Templatizing Workflows -- CSM Responsibility Models |
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Model 1: Customer Success and Sales Are Joint Account Owners -- Model 2: Customer Success Is Responsible for Process Orchestration and Support -- Model 3: Customer Success Is Sole Post-sales Account Owner -- Chapter 4: Customer Onboarding - A Methodology -- Scaling Your Onboarding -- Dimensions of Onboarding Maturity -- Chapter 5: Key Metrics and Beyond -- Metrics vs. KPIs -- How Do We Measure Customer Success Org. Value? -- Customer Lifetime Value (CLV/LTV) and Churn Rate -- Customer Churn -- Customer Health Score -- Customer Loyalty (Net Promoter Score) -- Product Activity Score |
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Customer Acquisition Cost (CAC) -- Customer Success ROI -- Customer Success Guiding KPIs and Metrics -- Leading vs. Lagging Health/Churn Indicators -- Leading Indicators -- Process Performance Metrics -- Examples of Quantitative Metrics Based on Company or Customer Journey Stage -- Capturing Quantitative Metrics -- Thinking Beyond Numbers - Co-defining Outcomes and KPIs -- Back to the Basics -- Co-defining Customer KPIs -- Outcomes-Driven Qualitative Metrics -- Capturing Qualitative Metrics -- Customer Perceived Value (CPV) -- How to Calculate Customer Perceived Value? |
| Note |
Chapter 6: Making Sense of Data |
| Summary |
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. |
| Processing Action |
Archivierung/Langzeitarchivierung gewährleistet DE-101 pdager |
| Bibliography |
Includes bibliographical references and index. |
| Subject |
Customer relations -- Management.
|
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Customer relations -- Management |
| Indexed Term |
(Produktform)Electronic book text |
| Added Author |
Ramdas, Shreesha, author.
|
| Other Form: |
Print version: Madhwacharyula, Chitra Scaling Customer Success Berkeley, CA : Apress L. P.,c2023 9781484291917 |
| ISBN |
9781484291924 (electronic bk.) |
|
1484291921 (electronic bk.) |
| Standard No. |
10.1007/978-1-4842-9192-4 doi |
|
9781484291924 |
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urn urn:nbn:de:101:1-2023032904184187695218 |
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