Ulteriori informazioni
Praise for DIGITAL CUSTOMER SUCCESS
" With deep insights and actionable strategies, this book is an invaluable resource for scaling organizations to create delightful customer experiences."
--Yamini Rangan, CEO of HubSpot
" Showcasing the transformative power of Digital Customer Success, this book by industry leaders Nick Mehta and Kellie Capote is game changing. It offers practical examples and actionable strategies for B2B teams aiming to improve business efficiency and strengthen customer relationships across all customer touchpoints."
--Sue Barsamian, SaaS Board Member
" In the subscription-oriented as-a-service economy, the Customer Success function is no longer just a retention engine--it is a growth engine that needs to scale as your business expands. Digital Customer Success truly is the next frontier, and I can think of no better guides than Kellie and Nick. Do not miss out on this tectonic shift in your world."
--Geoffrey Moore, Author, Crossing The Chasm and Zone To Win
" Nick and Kellie have again charted the future of Customer Success. In-product guidance, digital engagement, prescriptive adoption journeys, and moving to predictive engagement with customers are now the 'must-haves' for any company hoping to grow and retain customers in today's market."
--John Sabino, Chief Customer Experience Officer, VMware
Sommario
Foreword vii
Chapter 1 The High-Speed Evolution of Customer Success 1
Chapter 2 Durable Business Strategies to Fuel Long-Term Success 19
Chapter 3 Digital Customer Success Is a Strategic Program 35
Chapter 4 The Digital Customer Success Maturity Model 53
Chapter 5 Launching the Proactive Phase of Your Digital CS Program 71
Chapter 6 Evolving to the Personalized Phase 93
Chapter 7 Evolving to the Predictive Phase 111
Chapter 8 Launching Your First Digital Initiative 129
Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration 155
Chapter 10 Optimizing Your Digital Toolkit 175
Chapter 11 The Ability to Be More Human 197
Acknowledgments 205
About the Authors 207
Notes 209
Index 215
Info autore
NICK MEHTA is the CEO of Gainsight, a leading customer success company, and the bestselling co-author of
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. KELLIE CAPOTE is the Chief Customer Officer at Gainsight. She leads the post-sales organization that includes Customer Success Managers, Support, Professional Services, and Customer Success Operations. She has contributed to publications including Forbes, TechCrunch, CMSWire, and others.
Riassunto
Automate your Customer Success efforts to reduce churn and increase profits
In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it -- without ever needing to reach out to a live Customer Success Manager.
The authors provide a detailed "How-To" guide to Digital Customer Success that explains how you can meet the needs of your customers, investors, and team members. You'll explore the basics of the authors' original Digital Customer Success Maturity Model and the core tenets of how to get started. After that, you'll find:
* Explanations of the ideal organizational structures to enable Digital Customer Success management
* Case studies and examples from real companies blazing new trails in Customer Success
* Critical success measurements and metrics you can use to determine if your company is on the right track or if it needs to reorient
Perfect for managers, executives, directors, founders, entrepreneurs, and other business leaders involved in the sale of digital and software products, Digital Customer Success is also a can't-miss resource for Customer Success professionals, sales leaders, marketers, product development professionals, and anyone else with a stake in reducing customer churn and increasing revenues.
