Scaling customer success : building the customer success center of excellence /

​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 gu...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Madhwacharyula, Chitra (Autor), Ramdas, Shreesha (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Berkeley, CA : Apress L. P., 2023.
Temas:
Customer relations > Management.
Customer relations > Management
(Produktform)Electronic book text
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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
  • 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
  • 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
  • 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
  • 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?

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