Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift

Format: Hardback
Length: 384 pages
Publication date: 29 June 2020
Publisher: John Wiley & Sons Inc

In the rapidly evolving digital landscape, where technical excellence and traditional competitive advantages are becoming increasingly accessible to competitors, leaders who fail to integrate their digital offerings into a comprehensive philosophy of customer success risk being left behind in the next decade. The Customer Success Economy provides valuable insights and practical examples for companies seeking to transform and thrive in this new economy. It emphasizes the need to revamp organizational charts, leadership roles, responsibilities, and strategies to ensure that the entire company works seamlessly together to deliver exceptional customer service. By adopting a customer-centric approach, companies can emulate the success of industry giants like Amazon and achieve sustainable growth and competitive advantage.

The book addresses the challenges associated with transforming organizational structures, leadership roles, and responsibilities to align with the customer-centric mindset. It offers practical strategies for leaders to navigate these changes and create a culture of customer obsession within their organizations. One of the key themes of the Customer Success Economy is the importance of delivering recurring revenue. The book demonstrates how digital implementations can enable companies to build long-term relationships with customers and create sustainable revenue streams. It also provides insights into customer retention strategies, emphasizing the need to prioritize customer satisfaction and loyalty to drive repeat business.

Furthermore, the book highlights the significance of churning less, as reducing customer attrition can have a significant impact on profitability and overall business success. By focusing on customer retention and nurturing relationships, companies can build a loyal customer base that is willing to advocate for their brand and refer new business.

In conclusion, the Customer Success Economy offers a comprehensive roadmap for companies seeking to thrive in the digital age. By integrating digital offerings into a customer-centric philosophy, leaders can create a culture of innovation, customer obsession, and sustainable growth. The book provides valuable insights and practical examples to help companies navigate the challenges of transformation and achieve competitive advantage in the most relevant and important arena today—making and cultivating happy customers.

Weight: 692g
Dimension: 165 x 236 x 38 (mm)
ISBN-13: 9781119572763