The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift
- 5h 41m
- Allison Pickens, Nick Mehta
- John Wiley & Sons (US)
- 2020
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate.
The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
- Shows leaders how their digital implementations will make them more Amazon-like
- Helps you deliver recurring revenue
- Shows you how to embrace customer retention
- Demonstrates the importance of "churning" less
Get that competitive advantage in the most relevant and important arena today―making and cultivating happy customers.
About the Authors
NICK MEHTA is CEO of Gainsight, The Customer Success Company, leading a team of nearly 700 people who have created the Customer Success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software Report three years in a row, and is the coauthor of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.
ALLISON PICKENS has served as COO at Gainsight, an investor at Bain Capital, and a strategy consultant at BCG. One of the world's leading experts on the business transformation that accompanies shifting to the cloud, she has coached thousands of executives at public companies and startups alike. Allison has a degree in ethics, politics, and economics from Yale and an MBA from Stanford.
In this Book
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Foreword
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Customer Success—What it is and Why it Affects Everything
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Customer Success—It's Not Just for Silicon Valley
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The Customer Success Job Market is Taking off
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Reason #1—Customer Success Stops Churn—The Silent Business Killer
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Reason #2—Customer Success is a Growth Engine—If You Move from Defense to Offense
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Reason #3—Your Customers Want it
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Reason #4—Even the Money People are in Love with Customer Success
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It Can't Be Delegated
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Product—Design from the Start for Customer Success
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Marketing—Your Job Doesn't End with the Lead
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Sales—Customer Success is Your Differentiator
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Services—Go from Hours to Outcomes
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Support—Go from Reactive to Proactive
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Finance—The New Scoreboard
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IT—The New Mission for the CIO
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HR—Happy Employees Take Better Care of Customers
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Avoiding Customer Success Silos
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The First Step—Launching CS in an Established Business
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Leadership—What Kind of Leader Do I Need for Customer Success?
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Organizational Structure—Should Customer Success Be Part of Sales or its Own Org?
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Roles and Responsibilities—Who Owns Renewals and Revenue?
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Budget—How Much Should I Spend on Customer Success?
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Monetization—Should I Charge for Customer Success to Boost Profitability?
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Metrics—How Do I Measure Customer Success?
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Scaling—How Do I Grow Customer Success without Throwing People at it?
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Technology—What System Do I Use?
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Professional Development—How Can I Develop My Leaders and My Team?
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Inclusion—How Can I Create a Diverse Team?
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Next Steps to Take
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Notes
