Customer Success Management

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.

In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

Unleash the Power of Customer Experience: Create a Winning Program Are you ready to take your organization's customer experience (CX) to the next level? In this thrilling guide, you'll discover the tools and strategies to build an unstoppable CX management program that propels your business from good to great. Step into the role of a daring leader equipped with the knowledge to craft a top-performing CX program that adds tangible value and agility and sets your business apart from the competition. Say goodbye to obsessing over surveys and scores and instead focus on intentional business ...

Customer Service Success, The 6 Keys To Deliver A World-Class Experience, offers you new solutions to the age-old challenges that you face in your business every day…How do you keep your customers happy so that they never leave you? How do you get your clients excited to come back to your businesses time and time again? How do you create raving fan customers that will tell all of their friends, family and colleagues that they must to do business with you? This book will answer all of these questions for you and more in a simple, easy-to-follow format that is entertaining and educational. ...

What are companies like Uber, IKEA, Belgo, and Eurostar doing that makes them so profitable? They know how to scale relationships. But online gurus are lying to you about scaling to hundreds of clients without creating an exceptional customer experience. Ben and I created this book with that in mind. When you feel like there is much more to be done in how you serve your clients, we’ve got you. For a long time, marketers--specifically in the online space--have been making bolder and bolder promises.

If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.

Customer Success is Key is a story about how a small company supercharged its business model with a connected products strategy, transformed itself from a traditional manufacturer into an Internet of Things (IoT) solutions provider and cultivated over $2 million dollars of recurring revenues with game-changing cloud services. This audiobook offers real lessons, learned the hard way by a pioneering small manufacturing company that forged ahead with a bold IoT initiative.

“The Data Powered Regional Bank, A Practical Guide for Implementation and Success in Artificial Intelligence” provides an in-depth exploration of the transformative role of Artificial Intelligence and Machine Learning within the realm of regional banking. This authoritative guide demystifies the complexities of Artificial intelligence, offering banking professionals a clear understanding of these technologies and their practical implementation in the banking sector. The book serves as a strategic resource, aligning technological innovations with actionable strategies for digital ...

From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.

From my humble beginning as a market trader's daughter to a fashion stylist in Paris, I have carved out a career that most people could only dream of. Over the years, thousands of people have asked me for the secrets of my “Sue-cess” and it's only now that I feel the world is ready to understand. Charity Shop Sue's Tools for Management and Success is a guide that will illuminate your path to becoming a better manager and a better human person.

People often debate whether Agile and Lean are the same or different. This audiobook is made to introduce you to the core values and principles of both Agile and Lean methodologies and will hopefully answer some of the common questions about them.

Customer success is all about employing certain "soft" skills and techniques that are guaranteed to help you win over everyone's trust, respect and sponsorship. And anyone, at any level can master these skills.

Are you a solopreneur or a small to mid-sized business owner struggling to compete with bigger competitors? The secret to leveling the playing field lies in building a passionate community of superfans—loyal advocates who will champion your brand for free.

Learn how to mix up your own version of customer service success, how to define, match, and exceed your customer's expectations, how to reinforce and reward the behaviors you want repeated, and more.

Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and treat them like they are number-one, they, in turn, will unleash a passion to serve your customers like they have never been treated before.

The purpose of this study is to discover if Customer Relationship Management programs can serve as a function of public relations in the development of stakeholder relationships. Conversations In Communication, Volume II: Customer Relationship Management (CRM) as a Function of Public Relations analyzes CRM communication by exploring the organization-public relationships between customers and their banking providers.

Whether at work or at home, success is something we strive for in all aspects of our lives. And while there are a number of obvious things you should be doing in order to achieve your goals and reach success, there are also some not-so-obvious ones. Entrepreneur Voices on the Science of Success offers data and research-backed tools and tactics for both business and personal achievement from entrepreneurs and small business owners including Tim Ferris, Brian Tracy, and Reid Hoffman.