The Seven Pillars of Customer Success
A Proven Framework to Drive Impactful Client Outcomes for Your Company
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Narrado por:
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Nick Hardcastle
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De:
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Wayne McCulloch
Acerca de esta escucha
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 learn about 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.
©2021 Wayne McCulloch (P)2021 Wayne McCullochLos oyentes también disfrutaron...
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Historia4.5 out of 5 stars 315
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
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5 out of 5 stars
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Business to Company???
- De S. Wheelhouse en 12-07-18
De: Nick Mehta, y otros
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The Customer Success Professional's Handbook
- How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth for Your Company
- De: Ashvin Vaidyanathan, Ruben Rabago
- Narrado por: Daniel Henning
- Duración: 7 h y 22 m
- Versión completa
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General4.5 out of 5 stars 72
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Narración:4.5 out of 5 stars 61
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Historia4.5 out of 5 stars 59
The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.
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3 out of 5 stars
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Great content!! Narrating sounds like a computer
- De Lydia en 06-01-22
De: Ashvin Vaidyanathan, y otros
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Digital Customer Success
- Why the Next Frontier of CS is Digital and How You Can Leverage it to Drive Durable Growth
- De: Nick Mehta, Kellie Capote
- Narrado por: Teri Schnaubelt
- Duración: 6 h y 58 m
- Versión completa
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General0 out of 5 stars 0
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Narración:0 out of 5 stars 0
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Historia0 out of 5 stars 0
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.
De: Nick Mehta, y otros
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- De: Joey Coleman
- Narrado por: Joey Coleman
- Duración: 9 h y 28 m
- Versión completa
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General4.5 out of 5 stars 808
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Narración:5 out of 5 stars 698
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Historia4.5 out of 5 stars 697
Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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1 out of 5 stars
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Message tainted by using shady biz as examples
- De Amazon Customer en 04-25-19
De: Joey Coleman
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Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- De: Jeanne Bliss
- Narrado por: Christine Marshall
- Duración: 7 h y 12 m
- Versión completa
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General5 out of 5 stars 1
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Narración:5 out of 5 stars 1
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Historia5 out of 5 stars 1
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
De: Jeanne Bliss
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Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- De: Donna Weber
- Narrado por: Donna Weber
- Duración: 5 h y 1 m
- Versión completa
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General4 out of 5 stars 12
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Narración:4 out of 5 stars 10
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Historia4 out of 5 stars 10
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
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2 out of 5 stars
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Nothing new
- De Earle William en 09-03-24
De: Donna Weber
Lo que los oyentes dicen sobre The Seven Pillars of Customer Success
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Anonymous User
- 05-12-23
Great for customer success
So many takeaways and tons of actionable insights for anyone in the customer success world.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- KARLIS
- 12-14-23
Easy to apply immediately
I loved it. It made sense when you’re actually working as a CSM on a daily basis.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- S. Riedel
- 04-27-22
Amust-read for every Customer Success leader
Customer Success is an organizational imperative. When delegated to a departmental function, Customer Success ends up being a catch-all for the shortcomings of the rest of the company and ironically is rarely about the customer and even less about their success.
Wayne does an excellent job at laying out the case for Customer Success as a philosophy and not just a departmental function. There is a ton practical information that a Customer Success leader can operationalize immediately.
The 7 1/2 pillars of Customer Success should be the outline for every Customer Success organization.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Juliana
- 08-02-23
Amazing learning resource
I’ve been a CSM for 2 years now and I wish I had read this book earlier.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- livinglikelauren
- 12-22-23
WOW - Actionable Steps
I really loved this book. The way that it is laid out is perfect and it’s easy to apply to the company in which you work at. It evokes thinking about things differently which is exactly what is needed
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