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Scaling Customer Success : Building the Customer Success Center of Excellence by Shreesha Ramdas and Chitra Madhwacharyula (2023, Trade Paperback)

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Product Information

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

Product Identifiers

Publisher
Apress L. P.
ISBN-10
1484291913
ISBN-13
9781484291917
eBay Product ID (ePID)
16058361395

Product Key Features

Book Title
Scaling Customer Success : Building the Customer Success Center of Excellence
Author
Shreesha Ramdas, Chitra Madhwacharyula
Format
Trade Paperback
Language
English
Topic
Consumer Behavior, Customer Relations, Management Science, Industrial & Organizational Psychology
Publication Year
2023
Genre
Psychology, Business & Economics
Number of Pages
Xx, 266 Pages

Dimensions

Item Length
9.3in
Item Width
6.1in
Item Weight
15.7 Oz

Additional Product Features

Number of Volumes
1 Vol.
Lc Classification Number
Hf5415.5-5415.53
Table of Content
Chapter 1: The Customer Success Center of Excellence.- Chapter 2: CS Business and Operational Models.- Chapter 3: Key Customer Success Workflows and Processes.- Chapter 4: Customer Onboarding: A Methodology..- Chapter 5: Key Metrics and Beyond.- Chapter 6: Making Sense of Data.- Chapter 7: Designing for Scale.- Chapter 8: Role of CS Operations in Scaling a CS Practice.- Chapter 9: Extending CS CoE.- Chapter 10: Where are We Heading?.- Appendix A: The Evolution of Customer Service.
Copyright Date
2023
Dewey Decimal
658.812
Dewey Edition
23
Illustrated
Yes

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Scaling Customer Success : Building the Customer Success Center of Excellence by Shreesha Ramdas and Chitra Madhwacharyula (2023, Trade Paperback)

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About this product

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Additional Product Features

Best Selling in Books

Trading in the Zone : Master the Market with Confidence, Discipline, and a Winning Attitude by Mark Douglas (2001, Hardcover)

House Of Flame And Shadow Indigo Signed Crescent City 3 Sarah J Maas

The Horus Heresy: Siege of Terra Ser.: The End and the Death: Volume II by Dan Abnett (2023, Hardcover / Hardcover)

Save on Books

Sick Fux Paperback

THE BOOK OF ENOCH - Translated by R. H Charles (1917 Translation, Hardback)

Rebecca Yarros IRON FLAME Exclusive SIGNED 1st First Edition Hardcover New

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