Kellie Lucas

The Customer Success Pioneer

Are you a Customer Success Executive or making your way up the Customer Success ladder? 
Do you want to transform churn into maximum recurring revenue and growth? 
Are you looking for a clear route to an established framework? 
Are you determined to be proactive, rather than constantly firefighting, with your customers? 
Is your company invested in or implementing a customer-focused philosophy?
If you answered yes to any of these questions, this book is for you!
Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.
The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners — delighted, committed and renewing — by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.
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    Валераhar citeretfor 2 år siden
    How long have they been a customer?
    • How many contact points do you have in their company?
    o How broad and deep is the relationship? This can be particularly important if a main sponsor moves to another role or company
    • How many are advocates and coaches for your service/product?
    • Do you have access to and sponsorship from senior management and finance?
    o The people who sign the cheque/contract!
    • Does the relationship work as a trusted partnership?
    • How was the onboarding process?
    o How was the handover from sales > onboarding > CSM?
    Валераhar citeretfor 2 år siden
    key to success is understanding your customers’ reason for buying and using your service:
    • What are their expectations?
    • What are the outcomes for which they are striving?
    • How are you able to contribute to those outcomes?
    Валераhar citeretfor 2 år siden
    Customer Success is not about making customers happy. It is about making them successful

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