Description
Chapter 1: The Customer Success CoE . Problem Statement . Mission and Goals of a CS CoE . Desired Outcomes . CS CoE Foundational Components . From Theory to Practice . Execution . Where to Start Quote “Those who do not remember the past are condemned to repeat it” Chapter 2: Business and Operational Models Quote: “Know what your customer wants most and what your company does best. Focus on where those two meet.” – Kevin Stirtz . Common Business models . Models based on Business Type . SaaS . PaaS/IaaS . Traditional non SaaS . Models based on customer size and tier . Strategic . Enterprise . Others . Models based on Company Maturity . Early Stage Startup . Mid/Late Stage Startup . Enterprise and Above . CS 2.0: The New Approach . Customer Centricity . Customer Led Growth . The 5 Pillars of Customer Success . Customer Success Maturity Model . Where should Customer Success roll up to? . Standard Operational Procedures (SOPs) . Churn Hacking . R&R (RACI models etc) . Customer segmentation models . For free verses for fee servicing models Chapter 3: Key Customer Success Processes and Optimization . Commonly asked questions . When is a Customer/Account designated as ‘Post-Sales’? . How are responsibilities distributed between Sales reps and Customer Success Managers once a customer is in the post sales phase? . At what stage of the Sales cycle should Customer Success get involved? . Key Processes . Customer Journey . Examples . Playbooks templates . Sample playbooks . Customer Onboarding . Sub section by Sri Ganesan, CEO Rocketlane . Strategic Account Planning . Optimization of Key Processes . Optimizations per Customer Tier . Optimizations per Company Maturity . Optimizations per Business Type . Cross functional partnerships . Templatizing workflows . How to define the CS Gameplan . Choosing the right tech stack Chapter 4: Key Metrics and Beyond: Quote: What you can’t measure, you can’t fix . Setting the Stage . Metrics vs KPIs . Best Practices for Metrics Measurement . Vanity Metrics vs Actionable Metrics . The Central Themes . How Do We Measure Customer Success Org Value? . Customer Lifetime Value (CLV) and Churn Rate . Customer Churn . Customer Health Score . Customer Loyalty (Net Promoter Score) . Customer Acquisition Cost (CAC) . Customer Success ROI . Customer Success Guiding KPIs and Metrics . Leading vs Lagging Health/Churn Indicators (section by Tom Lipscomb) . Lagging Indicators . Leading Indicators . Process Performance Metrics . Metrics based on company stage and CS maturity . Metrics based on Customer Journey . How to capture metrics . Thinking beyond Quantitative Metrics – How to be Outcome driven . Back to the Basics . Outcomes driven qualitative metrics . How will you collect these metrics? . Customer Perceived Value . How to calculate Customer Perceived Value? . How to use captured metrics? . Lagging indicators . Leading indicators . Metrics based on company stage and CS maturity Chapter 5: Results, Results AND Results . The Dashboard for Customer Success . What are your desired outcomes . How to map the metrics to desired outcomes . Customer 360 – View and Perspective . Customer Health Indicators . Company wide KPIs . Customer Success KPIs . KPIs for All . Key Features of a C360 System . Unify Customer Data . Integrate Data Sources . Automate Customer Workflows . Advanced Segmentation . Streamlined Reporting . Customer Communication . Sample Dashboards . Executive Dashboards . Manager dashboards . CS dashboards Chapter 6: Designing for Scale . CS Ops from Reactive to Proactive . Extending Customer Success to all your customers . How to build Customer Success for Scale . Data Modeling for Standardization . Customer Account Data Modeling . How to build an Action Plan . Picking the right tools – The CS tech stack . Automations . Why Automate . Which processes are best candidates for automations . How to Automate . Automation Examples Chapter 7: How to set up your Customer Success Operations function . What is a Customer Success Operations function? . ROI of CS Ops . How can a dedicated CS Ops lead/team transform the fortunes of a CS team, or organization . What can happen to a CS team that tries to scale without investing in CS Ops? . What are some blockers that can prevent CS Ops from maximizing ROI from their role? . How to maximize the impact of CS Ops in an organization? . Key projects that can be driven by CS Ops team . CS Ops Organizational Structure . Roles . Hierarchy . Career Trajectory . Resourcing . Sample JDs . . CS Team Velocity Chapter 8: Customer Success 2.0: The Next Chapter in Customer Success . Customer Success Predictions For A ‘New’ World . CS in C-Suite . Increase in size and scope of CS . NRR is the new ARR . …etc . The evolution of the CCO . Is the CCO role in conflict with a CRO? . From CCO to CEO . The era of organic growth and creating life long customers . The Evolution of “Project” Economy . Role of CS in Company Boards . How you should prepare for CS 2.0
