Scaling Customer Success: Building the Customer Success Center of Excellence

Practitioners who want to implement Customer Success in their organizations
Customer Success is a relatively new discipline that focuses on maximizing customer business value and outcomes realization. This book provides a practical guide for operationalizing the Customer Success function and methodologies, and how to scale it to all customers, irrespective of their tier, spending, and current growth potential. It will show you what kind of operational processes and workflows need to be put in place, what metrics are important to measure, and how to capture those metrics.

Format: Paperback / softback
Length: 266 pages
Publication date: 29 March 2023
Publisher: APress

Customer success is a relatively 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. 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. 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.

Scaling customer success 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. You'll also study what kinds of workflows to establish, how to effectively map and analyze results, and most importantly, how to do customer success at scale effectively.

What you'll learn:

• Understand what a customer success center of excellence is.
• Establish a blueprint for how to scale.

Weight: 444g
Dimension: 235 x 155 (mm)
ISBN-13: 9781484291917
Edition number: 1st ed.