The Customer Success Economy

What really matters in business? Until recently, business was based on making stuff and selling stuff. In today's business landscape, thanks in large part to the internet, customers aren't just looking for stuff to buy. They're looking for success. The ways in which customers think about vendors has changed dramatically: cloud-based technologies allow your customers to change vendors whenever they want. Customer expectations are higher than ever, and businesses that aren't focused on customer-centric strategies are destined to be left behind. The only way to survive and thrive in this new environment is to ensure that your customers succeed with your product or service—to make Customer Success Management your top priority. The Customer Success Economy helps you unlock your customer's huge growth potential through digital implementations that deliver recurring revenue, less churn, and increased customer retention. This practical guide explains why Customer Success has become the standard, teaches you to infuse Customer Success into every aspect of your business model, and shows you how to successfully integrate the Customer Success philosophy in your company. You will learn how to meet the challenges presented by transforming organizational charts and changing leadership roles, and get your entire company working together in total service to the customer. This book features numerous real-world examples that illustrate how companies have made the transition, as well as interviews with dozens of CEOs, investors, Chief Customer Officers, and Customer Success thought leaders from across the worlds of the Fortune 500, private equity, venture capital, and Silicon Valley. Customer Success is changing rapidly. It has gone from being a job function to a company-wide mandate in a few short years—it is now changing the nature of our overall economy. Let this book be your guide to navigating the next phase in the evolution of Customer Success and achieving exceptional business outcomes today and well into the future. von Mehta, Nick;Pickens, Allison;