Digital Customer Success

Auteur

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.

Texte du rabat

Creating a digital product that delivers value is merely the first step in a long path to company success. You must also ensure your customers know how to unlock the value contained within your software.

In Digital Customer Success, a team of world-leading customer success experts delivers a practical and hands-on exploration of the next stage in the evolution of customer success management. In the book, you'll discover how to design and create digital interventions that help your software users learn and grow as they use your product without needing to schedule a meeting with a live Customer Success Manager.

The authors offer a detailed "how-to" guide to digital customer success that ensures you can meet the needs of your customers, investors, and team members. After you learn the basics of the included Digital Customer Success Maturity model and the core tenets of how to get started, you'll consider organizational structures, success measurements, and other concepts that will help you take your customers from adopters to evangelists.

Digital Customer Success provides you with key learnings and tips from real organizations paving the way with their groundbreaking digital customer success strategies. It highlights case studies and examples of companies that have found new and exciting ways to help their customers find stunning amounts of value in their offerings via automated, hybrid, and live interventions.

Perfect for customer success professionals and managers, executives, directors, founders, entrepreneurs, and other business leaders, Digital Customer Success is also a can't-miss resource for salespeople and sales team leaders, marketers, product designers, software engineers, and anyone else with a stake in ensuring customers know how to use digital products.

Contenu

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