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 ForCompany leaders and customer success managers
