Scaling Customer Success: Building the Customer Success Center of Excellence

​Customer Success is a relatively a new discipline that focuses on maximizing customer business value and outcomes realization. Practitioners focus on customer adoption, customer experience and then positive correlation, organic growth and retention is achieved. This book will provide a practical guide for operationalizing the Customer Success function and methodologies.
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

顧客成功是一個相對較新的學科，其專注於最大化顧客的業務價值和實現成果。從業者專注於顧客採用、顧客體驗，並實現正向相關性，從而實現有機增長和保留顧客。本書將提供一個實用指南，以實施顧客成功功能和方法論。

隨著我們進入顧客成功的下一階段，即增長和標準化階段，開始思考如何有效地擴展這個非常重要的功能變得重要起來。您將了解如何從僅為頂級客戶提供顧客成功體驗，擴展到為所有客戶提供，無論其層級、支出和當前增長潛力如何。隨著您將顧客成功的範圍擴展到所有客戶，了解如何實施顧客成功、如何將理念、思想和最佳實踐轉化為可用的運營模型，以及如何建立一個以標準化、擴展和擴大顧客成功實踐和方法論為重點的顧客成功卓越中心（CoE），以優化顧客和公司的成功和投資回報率，變得非常重要。

《擴展顧客成功》將向您展示根據公司階段、產品、顧客參與模型和期望成果，需要建立哪些操作流程和工作流程，哪些指標對於衡量重要，以及如何捕獲這些指標。您還將研究建立哪些工作流程，如何有效地映射和分析結果，最重要的是，如何有效地進行大規模的顧客成功。

您將學到什麼：
- 了解什麼是顧客成功卓越中心
- 建立擴展和自動化顧客成功實踐的藍圖
- 查閱關於關鍵顧客成功指標和工作流程的信息

本書適合對象：
公司領導者和顧客成功經理

​Chitra Madhwacharyula is a self-directed and driven technology and business leader with comprehensive accomplishments leading post-sale customer and partner strategy, technical advisory, onboarding, adoption, retention, service monetization, and global cross-functional teams to maximize business goals. She has 20 years of global professional experience combined with innovative thinking and execution with strong hi-tech, finance, insurance, retail, manufacturing, and health care industry acumen. She has demonstrated success in developing and executing programs in complex, fast-paced organizations.
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.

Chitra Madhwacharyula 是一位自我指導且積極進取的科技和商業領導者，具有全面的成就，領導售後客戶和合作夥伴策略、技術諮詢、啟動、採用、保留、服務盈利和全球跨職能團隊，以最大化業務目標。她擁有20年的全球專業經驗，結合創新思維和執行能力，具有強大的高科技、金融、保險、零售、製造和醫療保健行業知識。她在複雜、快節奏的組織中開發和執行計劃方面取得了成功。

她是一位高度有組織、富有創造力的問題解決者，擅長引領團隊完成具有挑戰性的項目，並將複雜的技術轉化為易於理解的概念。她在保留和增長千萬美元合同、預算、產品和為高層管理人員提供諮詢方面具有豐富的專業知識。

Chitra 擁有新加坡國立大學的計算機科學碩士學位和加州大學伯克利分校的信息管理碩士學位。她的職業經歷包括在 TIBCO、LinkedIn、Motorola、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，負責支持和協助我們的10多個全球地理區域（地區）和所有客戶成功經理（CSM）。

Shreesha Ramdas 是 Medallia-Strikedeck 的高級副總裁兼總經理。之前，他是 Strikedeck（客戶成功自動化公司）的首席執行官和聯合創始人。在 Strikedeck 之前，Shreesha 是 CallidusCloud 的市場雲總經理，LeadFormix（被 CallidusCloud 收購）和 OuterJoin 的聯合創始人，以及 Yodlee 的總經理。在此之前，Shreesha 在 Catalytic Software、MW2 Consulting 和 Tata 領導銷售和市場團隊。Shreesha 也活躍於初創企業社區，擔任顧問/投資者，包括 Workato、Enact、RevvSales、Elastica（Symantec）、DX Continuum（ServiceNow）、EmpInfo、Fullcast 和 ObeoHealth。