The Seven Pillars of Customer Success
A Proven Framework to Drive Impactful Client Outcomes for Your Company
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The Seven Pillars of Customer Success
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Narrated by:
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Nick Hardcastle
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By:
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Wayne McCulloch
About this listen
As a customer success leader, whose insight do you rely on for success?
Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust?
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. From customer journey actions to the development of transformation advisors, you’ll learn about detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective — this book provides both, and more.
©2021 Wayne McCulloch (P)2021 Wayne McCullochListeners also enjoyed...
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Story4.5 out of 5 stars 40
Over the past decade, Inbound Marketing has changed the way companies earn buyers’ trust and build their brands - through meaningful, helpful content. But with that change comes unprecedented access to information in a few quick keystrokes. Enter the age of the empowered buyer, one who no longer has to rely on a sales rep to research their challenges or learn more about how a company’s offering might fit their needs. Now, with more than 60 percent of purchasing decisions made in the absence of a sales rep, the role of the rep itself has been called into question.
-
1 out of 5 stars
-
Should be titled sales and sales management 101
- By James on 12-11-23
By: Brian Signorelli
-
Scale
- Seven Proven Principles to Grow Your Business and Get Your Life Back
- By: Jeff Hoffman, David Finkel
- Narrated by: David Finkel
- Length: 7 hrs and 14 mins
- Unabridged
-
Overall4.5 out of 5 stars 214
-
Performance4.5 out of 5 stars 188
-
Story4.5 out of 5 stars 186
Business owners want growth but fear it will take over their lives. Surprisingly, the only way to truly grow your company is to reduce its reliance on you - to scale. Jeff Hoffman and David Finkel offer a blueprint to rapidly grow your business while also gaining more freedom. Based on their own experiences starting, scaling, and effectively exiting from multiple successful companies, they provide seven clear principles that will help you determine the best strategy for growth in your company.
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5 out of 5 stars
-
All stuff no fluff
- By Jonathan Bonanno on 05-25-21
By: Jeff Hoffman, and others
-
The High-Potential Leader
- How to Grow Fast, Take on New Responsibilities, and Make an Impact
- By: Ram Charan, Geri Willigan
- Narrated by: Bob Reed
- Length: 5 hrs and 48 mins
- Unabridged
-
Overall4.5 out of 5 stars 66
-
Performance4.5 out of 5 stars 56
-
Story4.5 out of 5 stars 56
Companies need high potential leaders (Hi-Pos) more than ever before to help them adapt to today's tumultuous, digitally-driven business environment. If you meet the Hi-Po criteria, you're in high demand - and this book explains how to fast-track yourself.
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4 out of 5 stars
-
Good book for people wanting to climb the corporate ladder and for executives to accelerate high - potential leaders
- By Niel on 06-23-19
By: Ram Charan, and others
-
Shortcut Your Startup
- Speed Up Success with Unconventional Advice from the Trenches
- By: Carter Reum, Courtney Reum
- Narrated by: Carter Reum
- Length: 6 hrs and 55 mins
- Unabridged
-
Overall4.5 out of 5 stars 90
-
Performance4.5 out of 5 stars 80
-
Story4.5 out of 5 stars 78
Courtney and Carter Reum have years of experience in the field, from investing in over 130 companies, including Lyft, Pinterest, Warby Parker, and ClassPass, to driving the success of their own liquor brand, VEEV Spirits. The Reum brothers have learned from every triumph and tribulation and over the years have developed an effective and easy-to-understand guide to help entrepreneurs through the startup journey from inception to sale.
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5 out of 5 stars
-
A must read for start ups
- By Dave on 02-09-18
By: Carter Reum, and others
-
What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
-
Overall4.5 out of 5 stars 175
-
Performance4.5 out of 5 stars 160
-
Story4.5 out of 5 stars 159
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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5 out of 5 stars
-
Must read if you are looking for a way to improve your business
- By Anonymous User on 05-06-20
By: Nicholas J. Webb
-
The Commitment Engine
- Making Work Worth It
- By: John Jantsch
- Narrated by: John Jantsch
- Length: 6 hrs and 17 mins
- Unabridged
-
Overall4.5 out of 5 stars 36
-
Performance4.5 out of 5 stars 28
-
Story4.5 out of 5 stars 28
The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
By: John Jantsch
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 32 mins
- Unabridged
-
Overall4.5 out of 5 stars 58
-
Performance4.5 out of 5 stars 48
-
Story4.5 out of 5 stars 48
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
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2 out of 5 stars
-
Brand propaganda
- By MR A G ADELAAR on 05-22-15
-
Design a Better Business
- New Tools, Skills, and Mindset for Strategy and Innovation
- By: Patrick van der Pijl, Lisa Kay Solomon, Justin Lokitz
- Narrated by: Fleet Cooper
- Length: 6 hrs and 29 mins
- Unabridged
-
Overall4 out of 5 stars 34
-
Performance4.5 out of 5 stars 29
-
Story4.5 out of 5 stars 29
This book stitches together a complete design journey from beginning to end in a way that you've likely never seen before, guiding listeners (you) step-by-step in a practical way from the initial spark of an idea all the way to scaling it into a better business. Design a Better Business includes a comprehensive set of tools (over 20 total!) and skills that will help you harness opportunity from uncertainty by building the right team(s) and balancing your point of view against new findings from the outside world.
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3 out of 5 stars
-
Good for people who don't have an experience with Agile and Lean Startup
- By Jovan Vidic on 08-26-17
By: Patrick van der Pijl, and others
-
Designing for Growth
- A Design Thinking Tool Kit for Managers
- By: Jeanne Liedtka, Tim Ogilvie
- Narrated by: Nicol Zanzarella
- Length: 6 hrs and 35 mins
- Unabridged
-
Overall4 out of 5 stars 103
-
Performance4 out of 5 stars 86
-
Story4 out of 5 stars 85
Jeanne Liedtka and Tim Ogilvie educate listeners on one of the hottest trends in business development: "design thinking", or the ability to turn abstract ideas into practical applications for maximal business growth. Jeanne Liedtka's recent book, The Catalyst: How YOU Can Lead Extraordinary Growth, was named a Top Innovation and Design Thinking Book by Business Week. Tim Ogilvie has been hailed as a visionary for his pioneering contributions to service innovation, business model innovation, and customer experience design.
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4 out of 5 stars
-
Audiobook requires regular book
- By GoingGoingGone... on 07-01-18
By: Jeanne Liedtka, and others
-
Think Like Amazon
- 50 1/2 Ideas to Become a Digital Leader
- By: John Rossman
- Narrated by: Jeff Cummings, John Rossman
- Length: 9 hrs and 10 mins
- Unabridged
-
Overall4.5 out of 5 stars 223
-
Performance4.5 out of 5 stars 188
-
Story4.5 out of 5 stars 188
“What would Jeff do?” Since leaving Amazon to advise start-ups and corporations, John Rossman has been asked this question countless times by executives who want to know “the secret” behind Amazon’s historic success. In this step-by-step guide, he provides 50½ answers drawn from his experience as an Amazon executive - and shows today’s business leaders how to think like Amazon, strategize like Bezos, and beat the competition like nobody’s business.
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5 out of 5 stars
-
A must read if you really want to innovate like Amazon
- By Npino on 05-19-19
By: John Rossman
-
The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall4.5 out of 5 stars 110
-
Performance4.5 out of 5 stars 89
-
Story4.5 out of 5 stars 88
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
-
5 out of 5 stars
-
If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
-
Company of One
- Why Staying Small Is the Next Big Thing for Business
- By: Paul Jarvis
- Narrated by: Paul Jarvis
- Length: 7 hrs and 32 mins
- Unabridged
-
Overall4.5 out of 5 stars 1,208
-
Performance4.5 out of 5 stars 1,016
-
Story4.5 out of 5 stars 1,008
Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
-
2 out of 5 stars
-
Starts out strong...
- By Oliver Nielsen on 05-02-20
By: Paul Jarvis
-
Duct Tape Selling
- Think Like a Marketer - Sell Like a Superstar
- By: John Jantsch
- Narrated by: John Jantsch
- Length: 7 hrs and 53 mins
- Unabridged
-
Overall4 out of 5 stars 39
-
Performance4.5 out of 5 stars 35
-
Story4 out of 5 stars 34
Many of the areas that salespeople struggle with these days have long been the domain of marketers, according to best-selling author John Jantsch. The traditional business model dictates that marketers own the message while sellers own the relationships. But now, Jantsch flips the usual sales approach on its head. It's no longer enough to view a salesperson's job as closing. Today's superstars must attract, teach, convert, serve, and measure while developing a personal brand that stands for trust and expertise.
-
3 out of 5 stars
-
not quite for audible
- By Andrea on 05-08-16
By: John Jantsch
-
The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- By: Sean Ammirati, Richard Florida - foreword
- Narrated by: Fajer Al-Kaisi
- Length: 6 hrs and 57 mins
- Unabridged
-
Overall4 out of 5 stars 112
-
Performance4.5 out of 5 stars 95
-
Story4 out of 5 stars 95
The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
-
5 out of 5 stars
-
Awesome book
- By Josh on 04-29-16
By: Sean Ammirati, and others
-
Process!
- How Discipline and Consistency Will Set You and Your Business Free
- By: Mike Paton, Lisa González
- Narrated by: Mike Paton
- Length: 4 hrs and 4 mins
- Unabridged
-
Overall4.5 out of 5 stars 79
-
Performance4.5 out of 5 stars 67
-
Story4.5 out of 5 stars 67
It's when you're stuck in the day-to-day, putting out fires and cleaning up messes, that passion turns to frustration. Freedom seems somewhere between elusive and impossible. The secret to getting unstuck is process. This inspiring, informative field guide will prove it's possible to establish rigor and discipline for process while also increasing creativity, flexibility, and innovation. Process! will help you identify a handful of core processes that make your business uniquely valuable.
-
1 out of 5 stars
-
Missing Chapter Five
- By Will Thomas on 12-12-22
By: Mike Paton, and others
-
Driving Digital
- The Leader's Guide to Business Transformation Through Technology
- By: Isaac Sacolick
- Narrated by: Tom Parks
- Length: 10 hrs and 13 mins
- Unabridged
-
Overall4 out of 5 stars 43
-
Performance4.5 out of 5 stars 37
-
Story4 out of 5 stars 35
The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.
-
5 out of 5 stars
-
Best book I have read on Digital Transformation
- By Holistic Health on 10-20-17
By: Isaac Sacolick
-
Solving Problems with Design Thinking
- Ten Stories of What Works
- By: Jeanne Liedtka, Andrew King, Kevin Bennett
- Narrated by: Dina Pearlman
- Length: 7 hrs and 19 mins
- Unabridged
-
Overall4 out of 5 stars 91
-
Performance4 out of 5 stars 79
-
Story4 out of 5 stars 80
Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details 10 real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations.
-
5 out of 5 stars
-
Excellent book for design thinkers
- By Amazon Customer on 11-16-16
By: Jeanne Liedtka, and others
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3 out of 5 stars
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Great content!! Narrating sounds like a computer
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2 out of 5 stars
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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Outcomes over Output: Why Customer Behavior Is the Key Metric for Business Success
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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.
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5 out of 5 stars
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Quick, informative, and easy to understand
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The Customer Success Economy
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Overall5 out of 5 stars 22
-
Performance4.5 out of 5 stars 19
-
Story4.5 out of 5 stars 19
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.
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5 out of 5 stars
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Outstanding
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Customer Success Manifesto
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Overall5 out of 5 stars 3
-
Performance5 out of 5 stars 3
-
Story5 out of 5 stars 3
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.
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5 out of 5 stars
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Fantastic read
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Growth Levers and How to Find Them
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Overall5 out of 5 stars 18
-
Performance5 out of 5 stars 17
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Story5 out of 5 stars 17
Great startups don't waste time on small stuff. If you study the early days of any great startup, you’ll see that 90% of their growth came from 10% of the stuff they tried. But most needed years of experimentation to find their growth levers. This book aims to shortcut that process. Generic tactics like paid ads, SEO and referral programs will only get you so far. Growth levers are things like the professional photographs that made tens of thousands of customers trust AirBnb when they otherwise wouldn’t—a crucial move that unlocked explosive growth.
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5 out of 5 stars
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I love new information, and I’ll never forget the lock analogy
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By: Matt Lerner
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Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- By: Jeanne Bliss
- Narrated by: Christine Marshall
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- Unabridged
-
Overall5 out of 5 stars 1
-
Performance5 out of 5 stars 1
-
Story5 out of 5 stars 1
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
By: Jeanne Bliss
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- By: Jeff Toister
- Narrated by: Roger Wayne
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- Unabridged
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Overall4.5 out of 5 stars 25
-
Performance5 out of 5 stars 21
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Story4.5 out of 5 stars 21
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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5 out of 5 stars
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- By Shane K. on 05-14-24
By: Jeff Toister
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The 8 Laws of Customer-Focused Leadership
- New Rules for Building a Business Around Today’s Customer
- By: Blake Morgan
- Narrated by: Blake Morgan
- Length: 6 hrs and 20 mins
- Unabridged
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Overall5 out of 5 stars 2
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Performance4.5 out of 5 stars 2
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Story4.5 out of 5 stars 2
In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any particular company. In addition, many well-intentioned companies are falling short of customer expectations, despite every organization’s potential for excellence.
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5 out of 5 stars
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Practical, current advice for CX and other leaders
- By Andy Z on 08-13-24
By: Blake Morgan
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- By: Tony Hsieh
- Narrated by: Tony Hsieh
- Length: 8 hrs and 17 mins
- Unabridged
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Overall4.5 out of 5 stars 8,116
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Performance4.5 out of 5 stars 6,396
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Story4.5 out of 5 stars 6,408
In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.
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1 out of 5 stars
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Delivering Spin
- By Marc L. Mintz on 08-06-10
By: Tony Hsieh
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The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- By: Chip Heath, Dan Heath
- Narrated by: Jeremy Bobb
- Length: 6 hrs and 24 mins
- Unabridged
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Overall4.5 out of 5 stars 4,677
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Performance4.5 out of 5 stars 3,976
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Story4.5 out of 5 stars 3,955
While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
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4 out of 5 stars
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Easy to create your own defining moments
- By A. Yoshida on 12-15-17
By: Chip Heath, and others
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Blue Ocean Strategy, Expanded Edition
- How to Create Uncontested Market Space and Make the Competition Irrelevant
- By: W. Chan Kim, Renee Mauborgne
- Narrated by: Roger Wayne
- Length: 8 hrs and 43 mins
- Unabridged
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Overall4.5 out of 5 stars 698
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Performance4.5 out of 5 stars 545
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Story4.5 out of 5 stars 537
In this perennial best seller, embraced by organizations and industries worldwide, globally preeminent management thinkers W. Chan Kim and Renee Mauborgne challenge everything you thought you knew about the requirements for strategic success. Recognized as one of the most iconic and impactful strategy books ever written, Blue Ocean Strategy, now updated with fresh content from the authors, argues that cutthroat competition results in nothing but a bloody red ocean of rivals fighting over a shrinking profit pool.
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5 out of 5 stars
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Profoundly Insightful
- By James on 10-29-20
By: W. Chan Kim, and others
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Never Eat Alone, Expanded and Updated
- And the Other Secrets to Success, One Relationship at a Time
- By: Keith Ferrazzi, Tahl Raz
- Narrated by: Richard Harries
- Length: 13 hrs and 49 mins
- Unabridged
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Overall4.5 out of 5 stars 2,206
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Performance4.5 out of 5 stars 1,858
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Story4.5 out of 5 stars 1,854
In Never Eat Alone, Ferrazzi lays out the specific steps - and inner mindset - he uses to reach out to connect with the thousands of colleagues, friends, and associates on his contacts list, people he has helped and who have helped him. And in the time since Never Eat Alone was published in 2005, the rise of social media and new, collaborative management styles have only made Ferrazzi’s advice more essential for anyone hoping to get ahead in business.
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1 out of 5 stars
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Couldn't finish
- By book smart on 05-01-16
By: Keith Ferrazzi, and others
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Good Strategy/Bad Strategy
- The Difference and Why It Matters
- By: Richard Rumelt
- Narrated by: Sean Runnette
- Length: 11 hrs and 49 mins
- Unabridged
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Overall4.5 out of 5 stars 928
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Performance4.5 out of 5 stars 766
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Story4.5 out of 5 stars 758
Developing and implementing a strategy is the central task of a leader. A good strategy is a specific and coherent response to - and approach for - overcoming the obstacles to progress. A good strategy works by harnessing and applying power where it will have the greatest effect. Yet, Rumelt shows that there has been a growing and unfortunate tendency to equate Mom-and-apple-pie values, fluffy packages of buzzwords, motivational slogans, and financial goals with “strategy”.
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4 out of 5 stars
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Good but thin
- By G. London on 01-04-20
By: Richard Rumelt
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Traction
- Get a Grip on Your Business
- By: Gino Wickman
- Narrated by: Kevin Pierce
- Length: 6 hrs and 56 mins
- Unabridged
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Overall4.5 out of 5 stars 7,391
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Performance4.5 out of 5 stars 6,121
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Story4.5 out of 5 stars 6,041
Do you have a grip on your business, or does your business have a grip on you? All entrepreneurs and business leaders face similar frustrations: personnel conflict, profit woes, and inadequate growth. Decisions never seem to get made, or once made, fail to be properly implemented. But there is a solution. It’s not complicated or theoretical.
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3 out of 5 stars
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this is for 50+ employee companies, not small ones
- By Ryan Taft on 03-06-18
By: Gino Wickman
What listeners say about The Seven Pillars of Customer Success
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Anonymous User
- 05-12-23
Great for customer success
So many takeaways and tons of actionable insights for anyone in the customer success world.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- KARLIS
- 12-14-23
Easy to apply immediately
I loved it. It made sense when you’re actually working as a CSM on a daily basis.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- livinglikelauren
- 12-22-23
WOW - Actionable Steps
I really loved this book. The way that it is laid out is perfect and it’s easy to apply to the company in which you work at. It evokes thinking about things differently which is exactly what is needed
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Juliana
- 08-02-23
Amazing learning resource
I’ve been a CSM for 2 years now and I wish I had read this book earlier.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- S. Riedel
- 04-27-22
Amust-read for every Customer Success leader
Customer Success is an organizational imperative. When delegated to a departmental function, Customer Success ends up being a catch-all for the shortcomings of the rest of the company and ironically is rarely about the customer and even less about their success.
Wayne does an excellent job at laying out the case for Customer Success as a philosophy and not just a departmental function. There is a ton practical information that a Customer Success leader can operationalize immediately.
The 7 1/2 pillars of Customer Success should be the outline for every Customer Success organization.
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