Scaling Customer Success: Building the Customer Success Center of Excellence
暫譯: 擴展客戶成功：建立客戶成功卓越中心
Madhwacharyula, Chitra, Ramdas, Shreesha
相關主題
商品描述
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.
What You'll Learn
- Understand what a Customer Success Center of Excellence is- Establish a blueprint for how to scale and automate a Customer Success practice- Review information on key Customer Success metrics and workflows
Who This Book Is For
Company leaders and customer success managers
商品描述(中文翻譯)
客戶成功（Customer Success）是一個相對較新的領域，專注於最大化客戶的商業價值和成果實現。從業者專注於客戶的採用、客戶體驗，然後實現正相關、有機增長和客戶留存。本書將提供一個實用指南，以便將客戶成功的功能和方法論落實到運營中。
隨著我們進入客戶成功的下一階段，這是一個增長和標準化的階段，開始思考如何有效擴展這個極其重要的功能變得至關重要。您將看到如何從僅僅為頂級客戶提供客戶成功體驗的初步接觸，擴展到為所有客戶提供這種體驗，無論他們的等級、消費和當前增長潛力如何。當您擴大客戶成功的範圍到所有客戶時，了解如何將客戶成功落實到運營中、如何將理念和最佳實踐轉化為可用的運營模型，以及如何建立一個專注於標準化、擴展和推廣客戶成功實踐和方法論的卓越中心（Center of Excellence, CoE）以優化客戶和公司成功及投資回報率（ROI）變得非常重要。
《擴展客戶成功》（Scaling Customer Success）將向您展示根據公司、產品、客戶參與模型和期望結果的階段，需要建立什麼樣的運營流程和工作流程，哪些指標是重要的以及如何捕捉這些指標。您還將學習建立什麼樣的工作流程、如何有效地映射和分析結果，以及最重要的是，如何有效地大規模實施客戶成功。
您將學到的內容：
- 了解什麼是客戶成功卓越中心（Customer Success Center of Excellence）
- 建立擴展和自動化客戶成功實踐的藍圖
- 審查關鍵客戶成功指標和工作流程的信息
本書適合的讀者：
公司領導者和客戶成功經理
作者簡介
She has a highly organized, creative problem-solver who excels at leading teams through challenging projects and translating complicated technology into easy-to-understand concepts and have proven expertise in retaining and growing multimillion-dollar contracts, budgets, products, and advising C-level executives.
Chitra hold a Masters in Computer Science from National University of Singapore and a Masters in Information Management from University of California at Berkeley. Herprofessional experiences includes working for companies like TIBCO, LinkedIn, Motorola, Ayla Networks, Couchbase and HPE. She is currently the head of Worldwide Customer Success Center of Excellence at HPE and responsible for enabling and supporting our 10+ worldwide geographies (geos) and all the Customer Success Managers (CSMs).
Shreesha Ramdas is SVP and GM at Medallia-Strikedeck. Previously he was the CEO and Co-founder of Strikedeck, customer success automation company. Before Strikedeck, Shreesha was the GM of the Marketing Cloud at CallidusCloud, Co-founder at LeadFormix (acquired by CallidusCloud) & OuterJoin, and General Manager at Yodlee. Prior to that, Shreesha led teams in Sales and Marketing at Catalytic Software, MW2 Consulting, and Tata. Shreesha is also active in the startup community as an advisor/investor- Workato, Enact, RevvSales, Elastica (Symantec), DX Continuum (ServiceNow), EmpInfo, Fullcast, ObeoHealth.
作者簡介(中文翻譯)
Chitra Madhwacharyula 是一位自我導向且充滿動力的科技與商業領導者，擁有豐富的成就，專注於售後客戶與夥伴策略、技術諮詢、上線、採用、留存、服務貨幣化，以及全球跨功能團隊的管理，以最大化商業目標。她擁有 20 年的全球專業經驗，結合創新思維與執行力，對高科技、金融、保險、零售、製造和醫療保健行業有深厚的見解。她在複雜且快速變化的組織中成功開發和執行計劃。
她是一位高度組織化且具創造性問題解決能力的人，擅長引導團隊完成挑戰性項目，並將複雜的技術轉化為易於理解的概念，並在保留和增長數百萬美元的合約、預算、產品方面擁有證明的專業知識，並為 C 級高管提供建議。
Chitra 擁有新加坡國立大學的計算機科學碩士學位，以及加州大學伯克利分校的信息管理碩士學位。她的專業經歷包括在 TIBCO、LinkedIn、摩托羅拉、Ayla Networks、Couchbase 和 HPE 等公司工作。她目前是 HPE 全球客戶成功卓越中心的負責人，負責支持我們在全球 10 多個地區（geos）及所有客戶成功經理（CSMs）的工作。
Shreesha Ramdas 是 Medallia-Strikedeck 的高級副總裁兼總經理。此前，他是客戶成功自動化公司 Strikedeck 的首席執行官和共同創辦人。在 Strikedeck 之前，Shreesha 是 CallidusCloud 的行銷雲總經理，LeadFormix（被 CallidusCloud 收購）和 OuterJoin 的共同創辦人，以及 Yodlee 的總經理。在此之前，Shreesha 在 Catalytic Software、MW2 Consulting 和 Tata 的銷售與行銷團隊中擔任領導職務。Shreesha 也活躍於創業社群，擔任 Workato、Enact、RevvSales、Elastica（Symantec）、DX Continuum（ServiceNow）、EmpInfo、Fullcast 和 ObeoHealth 的顧問/投資者。
