Chitra Madhwacharyula

Scaling Customer Success: Building the Customer Success Center of Excellence Chitra Madhwacharyula 1st edition

This book will provide a practical guide for operationalizing the Customer Success function and methodologies. It 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, what kinds of workflows to establish, how to effectively map and analyze results and most importantly, how to do Customer Success at scale effectively.
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. In recent years, several books have been written that have focused on the customer success methodology. Most of them have primarily focused on establishing the Customer Success philosophy and defining different facets/ and workflows of the customer journey and best practices. There are plenty of tools and methodologies to pick from and most companies have now incorporated some flavor of customer success within their own set up.
However, 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. 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, spend 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. Unfortunately, there is currently a dearth of information on how to operationalize customer success across a company and customer tiers for scale to maximize productivity and impact. We hope that as you read this book, you will experience the same journey of discovery and excitement that we went through along with a culminating aha moments on creating method from madness.
What You Will Learn* Understanding of what a Customer Success Center of Excellence function/org is* Blueprint for how to scale and automate a Customer Success practice* Information on key Customer Success metrics and workflows
Who This Book is For
Company leaders and customer success managers
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