Details

<p>Foreword ix<br /><i>Maria Martinez, Executive vice president & chief customer experience officer at Cisco</i></p> <p><b>Part I Why Customer Success Became Standard 1</b></p> <p>Chapter 1 Customer Success: What It is and Why It Affects Everything 3</p> <p>Chapter 2 Customer Success: It’s Not Just for Silicon Valley 21</p> <p>Chapter 3 The Customer Success Job Market is Taking Off 35</p> <p>Chapter 4 Reason #1: Customer Success Stops Churn—The Silent Business Killer 45</p> <p>Chapter 5 Reason #2: Customer Success is a Growth Engine—If You Move from Defense to Offense 53</p> <p>Chapter 6 Reason #3: Your Customers Want It 65</p> <p>Chapter 7 Reason #4: Even the Money People Are in Love with Customer Success 79</p> <p><b>Part II Baking Customer Success Into Every Aspect of Your Business Model 89</b></p> <p>Chapter 8 It Can’t Be Delegated 91</p> <p>Chapter 9 Product: Design from the Start for Customer Success 103</p> <p>Chapter 10 Marketing: Your Job Doesn’t End with the Lead 121</p> <p>Chapter 11 Sales: Customer Success is Your Differentiator 129</p> <p>Chapter 12 Services: Go from Hours to Outcomes 141</p> <p>Chapter 13 Support: Go from Reactive to Proactive 151</p> <p>Chapter 14 Finance: The New Scoreboard 161</p> <p>Chapter 15 IT: The New Mission for the CIO 171</p> <p>Chapter 16 HR: Happy Employees Take Better Care of Customers 179</p> <p>Chapter 17 Avoiding Customer Success Silos 191</p> <p><b>Part III Implementation Issues 195</b></p> <p>Chapter 18 The First Step: Launching CS in an Established Business 197</p> <p>Chapter 19 Leadership: What Kind of Leader Do I Need for Customer Success? 215</p> <p>Chapter 20 Organizational Structure: Should Customer Success Be Part of Sales or Its Own Org? 227</p> <p>Chapter 21 Roles and Responsibilities: Who Owns Renewals and Revenue? 239</p> <p>Chapter 22 Budget: How Much Should I Spend on Customer Success? 251</p> <p>Chapter 23 Monetization: Should I Charge for Customer Success to Boost Profitability? 263</p> <p>Chapter 24 Metrics: How Do I Measure Customer Success? 273</p> <p>Chapter 25 Scaling: How Do I Grow Customer Success without Throwing People at It? 295</p> <p>Chapter 26 Technology: What System Do I Use? 301</p> <p>Chapter 27 Professional Development: How Can I Develop My Leaders and My Team? 317</p> <p>Chapter 28 Inclusion: How Can I Create a Diverse Team? 333</p> <p>Chapter 29 Next Steps to Take 339</p> <p>Notes 345</p> <p>Acknowledgments 347</p> <p>About the Authors 351</p> <p>Index 353</p>

<p><b>NICK MEHTA</b> is CEO of Gainsight, The Customer Success Company, leading a team of nearly 700 people who have created the Customer Success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software Report three years in a row, and is the coauthor of <i>Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.</i> <p><b>ALLISON PICKENS</b> has served as COO at Gainsight, an investor at Bain Capital, and a strategy consultant at BCG. One of the world's leading experts on the business transformation that accompanies shifting to the cloud, she has coached thousands of executives at public companies and startups alike. Allison has a degree in ethics, politics, and economics from Yale and an MBA from Stanford.

<p>What really matters in business? Until recently, business was based on making stuff and selling stuff. In today's business landscape, thanks in large part to the internet, customers aren't just looking for stuff to buy. <i>They're looking for success.</i> The ways in which customers think about vendors has changed dramatically: cloud-based technologies allow your customers to change vendors whenever they want. Customer expectations are higher than ever, and businesses that aren't focused on customer-centric strategies are destined to be left behind. The only way to survive and thrive in this new environment is to ensure that your customers succeed with your product or service—to make Customer Success Management your top priority. <p><i>The Customer Success Economy</i> helps you unlock your customer's huge growth potential through digital implementations that deliver recurring revenue, less churn, and increased customer retention. This practical guide explains why Customer Success has become the standard, teaches you to infuse Customer Success into every aspect of your business model, and shows you how to successfully integrate the Customer Success philosophy in your company. You will learn how to meet the challenges presented by transforming organizational charts and changing leadership roles, and get your entire company working together in total service to the customer. This book features numerous real-world examples that illustrate how companies have made the transition, as well as interviews with dozens of CEOs, investors, Chief Customer Officers, and Customer Success thought leaders from across the worlds of the Fortune 500, private equity, venture capital, and Silicon Valley. <p>Customer Success is changing rapidly. It has gone from being a job function to a company-wide mandate in a few short years—it is now changing the nature of our overall economy. Let this book be your guide to navigating the next phase in the evolution of Customer Success and achieving exceptional business outcomes today and well into the future.

US