The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company
Product ID: 307076206
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As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust? Wayne McCulloch has more than 25 years of experience in the software industry—years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you’ll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective—this book provides both, and more. Review: Great if you are in CS - Great book, easy to read, good advice, logical, common sense, great for people entering the CS world Review: Great overview with actionable insights. - Simple format and process to follow. Would recommend to any Customer Success Leader or Team member
| Best Sellers Rank | 24,030 in Books ( See Top 100 in Books ) 9 in Customer Services |
| Customer Reviews | 4.7 out of 5 stars 306 Reviews |
C**E
Great if you are in CS
Great book, easy to read, good advice, logical, common sense, great for people entering the CS world
A**R
Great overview with actionable insights.
Simple format and process to follow. Would recommend to any Customer Success Leader or Team member
G**A
A must read for any CSM
I really like the way the book is structured: In part one, Wayne covers first “the fundamentals” and tools every CSM should have in their toolbox. Part two walks you through what Wayne identifies as the 7 pillars of engagement through a customer’s lifecycle. I particularly like the way Wayne already talks about the effect of COVID-19 has in customer engagement and how to adjust your approach. To me, this is a must read for anyone in Customer Success.
H**E
Outstanding Customer Success Frameworks must read
What a inspirational book, it definitely provides you with outstanding CS frameworks to help organisation build and adopt a truly customer obsessed culture. With Relevant tips and tricks that can be used by any individual that is part of the Customer Journey. Highly recommend!
C**C
Great Framework!
This book provides an excellent framework to help organisation building and maturing a true customer centric culture. Great tips and tools that can be used by anyone being part of the Customer Licecycle, “owning the moment” as Wayne calls.
D**O
El libro de referencia en Costumer Success
Un libro fantástico. Contiene un marco de referencia sencillo y fácil de aplicar, aderezado con mucho toques de experiencia, que lo hacen perfecto para cualquier profesional interesado en Costumer Success y cómo convertirlo en un pilar importante en tu empresa.
C**.
Exellent
I loved
A**R
Very good!
Very good.
M**A
Conteúdo incrível - virei fã do Wayne
Recomendo fortemente para qualquer profissional que trabalhe em uma Startup ou Empresa que trabalhe com SaaS. Framework extremamente didático e pé no chão para quem quer evoluir a experiência do cliente usando o que há de mais moderno no mercado. O autor trabalhou em empresas que são referência no setor (Salesforce, Looker, Google) e compartilha várias dicas valiosa para cada pilar de CS. Spoiler… sim, deveriam ser 8 pilares, o pré onboarding é muito importante para ficar como 1.5, mas entendo que deixaria o título do livro menos atraente, 7 é mais legal. :)
J**H
The explanation and breakdown of the technique used to become successful!
If you’re wanting to succeed within the Customer Success role, this is where you want to start reading. This book gave great insight and understanding to the role and position. I appreciate the fact that I could start applying my understanding to my current position. From beginning to end, this book covered a lot of the uncertainty that I once had.
Trustpilot
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