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Scaling customer success [electronic resource] : building the customer success center of excellence / Chitra Madhwacharyula, Shreesha Ramdas.

Madhwacharyula, Chitra, author.; Ramdas, Shreesha, author.
2023
HF5415.55
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Title
Scaling customer success [electronic resource] : building the customer success center of excellence / Chitra Madhwacharyula, Shreesha Ramdas.
Author
Madhwacharyula, Chitra, author.
ISBN
9781484291924 (electronic bk.)
1484291921 (electronic bk.)
1484291913
9781484291917
DOI
https://doi.org/10.1007/978-1-4842-9192-4
Published
Berkeley, CA : Apress L. P., 2023.
Language
English
Description
1 online resource (273 pages)
Item Number
10.1007/978-1-4842-9192-4 doi
Call Number
HF5415.55
Dewey Decimal Classification
658.8/12
Summary
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 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 and automate a Customer Success practice Review information on key Customer Success metrics and workflows Who This Book Is For Company leaders and customer success managers.
Note
Description based upon print version of record.
Chapter 6: Making Sense of Data
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Access limited to authorized users.
Added Author
Ramdas, Shreesha, author.
Available in Other Form
Scaling Customer Success
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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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