The Customer Success Economy: Why Every Aspect of Your Business Model Needs a Paradigm Shift - Hardcover

by Nick Mehta (Author), Allison Pickens (Author), Maria Martinez (Foreword by)

If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate.

The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.

• Shows leaders how their digital implementations will make them more Amazon-like
• Helps you deliver recurring revenue
• Shows you how to embrace customer retention
• Demonstrates the importance of "churning" less

Get that competitive advantage in the most relevant and important arena today--making and cultivating happy customers.

Front Jacket

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.

Back Jacket

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.

Author Biography

NICK MEHTA is CEO of Gainsight, The Customer Success Company, leading a team of nearly 700 people who have created the Customer Success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software Report three years in a row, and is the coauthor of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

ALLISON PICKENS has served as COO at Gainsight, an investor at Bain Capital, and a strategy consultant at BCG. One of the world's leading experts on the business transformation that accompanies shifting to the cloud, she has coached thousands of executives at public companies and startups alike. Allison has a degree in ethics, politics, and economics from Yale and an MBA from Stanford.