LEADER 04827nam 22008295 450 001 9910686790503321 005 20251008163455.0 010 $a9781484291924 010 $a1484291921 024 7 $a10.1007/978-1-4842-9192-4 035 $a(MiAaPQ)EBC7221125 035 $a(Au-PeEL)EBL7221125 035 $a(OCoLC)1374427738 035 $a(DE-He213)978-1-4842-9192-4 035 $a(CaSebORM)9781484291924 035 $a(OCoLC-P)1374427738 035 $a(PPN)269099875 035 $a(CKB)26347437000041 035 $a(Perlego)4515910 035 $a(EXLCZ)9926347437000041 100 $a20230328d2023 u| 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aScaling Customer Success $eBuilding the Customer Success Center of Excellence /$fby Chitra Madhwacharyula, Shreesha Ramdas 205 $a1st ed. 2023. 210 1$aBerkeley, CA :$cApress :$cImprint: Apress,$d2023. 215 $a1 online resource (273 pages) 300 $aDescription based upon print version of record. 300 $aChapter 6: Making Sense of Data 311 08$aPrint version: Madhwacharyula, Chitra Scaling Customer Success Berkeley, CA : Apress L. P.,c2023 9781484291917 320 $aIncludes bibliographical references and index. 327 $aChapter 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. 330 $aCustomer 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. 606 $aCustomer relations$xManagement 606 $aConsumer behavior 606 $aConsumer satisfaction 606 $aCustomer services 606 $aSales management 606 $aBusiness 606 $aManagement science 606 $aCustomer Relationship Management 606 $aConsumer Behavior 606 $aCustomer Satisfaction 606 $aCustomer Service and Call Center 606 $aSales and Distribution 606 $aBusiness and Management 615 0$aCustomer relations$xManagement. 615 0$aConsumer behavior. 615 0$aConsumer satisfaction. 615 0$aCustomer services. 615 0$aSales management. 615 0$aBusiness. 615 0$aManagement science. 615 14$aCustomer Relationship Management. 615 24$aConsumer Behavior. 615 24$aCustomer Satisfaction. 615 24$aCustomer Service and Call Center. 615 24$aSales and Distribution. 615 24$aBusiness and Management. 676 $a905 700 $aMadhwacharyula$b Chitra$01349789 702 $aRamdas$b Shreesha 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910686790503321 996 $aScaling Customer Success$93087617 997 $aUNINA