Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta, Dan Steinman, Lincoln Murphy, María Martínez · First published February 16th 2016

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often ‘stuck’ after purchasing. Therefore, all of the ‘post-sale’ experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.

Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company.

From the initial planning stages through execution, you’ll have expert guidance to help you:
Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you’re protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

The book “Customer Success: How Innovative Companies are Reducing Churn and Growing Recurring Revenue” is a guide for companies that want to understand the customer success philosophy and its impact on business growth. The author emphasizes the importance of focusing on customer satisfaction and engagement, and details the strategies and tactics used by companies to improve their customer experience.

1. Prioritize customer success: Make it a core part of your business strategy and focus on delivering value to your customers.
2. Create a customer-centric culture: Encourage your employees to understand the customer’s needs and prioritize their satisfaction.
3. Implement customer engagement metrics: Monitor customer engagement and use data to make informed decisions about your customer success initiatives.
4. Foster customer loyalty: Offer a great customer experience, build trust and create an emotional connection with your customers.
5. Address customer pain points: Continuously gather feedback and identify opportunities to address customer pain points and improve their experience.
6. Invest in customer support: Provide easy-to-use, accessible and effective customer support to retain customers.
7. Create a customer success team: Assign a dedicated team to focus on customer success and provide them with the resources they need to succeed.
8. Foster cross-functional collaboration: Ensure that teams across the organization are aligned and working together to achieve customer success.
9. Continuously monitor and improve: Regularly review and measure customer success metrics, and continuously improve your customer experience.
10. Develop a customer-focused strategy: Develop a comprehensive customer success strategy that aligns with your business goals and mission. This will help you drive growth, reduce churn, and increase recurring revenue.