Scaling Customer Success: Building the Customer Success Center of Excellence 1st Edition

Scaling Customer Success: Building the Customer Success Center of Excellence 1st Edition – Ebook Instant Download/Delivery ISBN(s): 9781484291917,1484291913, 9781484291924, 1484291921

Product details:

• ISBN-10: 1484291921
• ISBN-13: 9781484291924
• Author: Chitra Madhwacharyula; Shreesha Ramdas

​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.

Table contents:

1. Customer Success Center of Excellence (CS CoE)
Part I. CS CoE Phase 1: Core
2. CS Business and Operational Models
3. Key Customer Success Workflows and Processes
4. Customer Onboarding – A Methodology
5. Key Metrics and Beyond
6. Making Sense of Data
7. Designing Customer Success for Scale
8. Role of CS Operations in Scaling a CS Practice
Part II. CS CoE Phase 2: Extended Functions
9. Extending CS CoE
10. Where Are We Headed?

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