Digital customer success : why the next frontier of CS is digital and how you can leverage it to drive durable growth / Nick Mehta, Kellie Capote.

Format:

Book

Author/Creator:

Mehta, Nick, 1977- author.

Capote, Kellie, author.

Language:

English

Subjects (All):

Business enterprises--Technological innovations.

Business enterprises.

Success in business.

Customer relations.

Customer services.

Physical Description:

1 online resource

Place of Publication:

Hoboken, New Jersey : Wiley, [2024]

Summary:

"Customer Success has evolved and matured immensely over the past decade and now palys a mission-critical role for many organizations--helping them train and retain their customers. It is a critical growth engine for organizations, widely accepted by executives, investors, and consultancies alike. The problem is, Customer Success requires hiring and training expensive Customer Success managers, who may not be available when customers need help. The answer to this probelm, and the next stage of the entire Customer Success movement is Digital Customer Success-- designing digital interventions that help software users learn and grow as they use your software-- without needing to schedule a meeting with a live Customer Success Manager. This book provides a detailed "How To" guide to Digital Customer Success to ensure you can meet the needs of your customers, investors and teammates. Learn the basics of Digital Customer Success Maturity model and the core tenets of how to get started, ideal organizational structures, success measurements and more. We will also showcase learnings and tips from organizaitons who are paving the way with their digital customer success strategies"-- Provided by publisher.

Contents:

The high-speed

Evolution of customer success

Durable business strategies to fuel long-term success

Digital customer success is a strategic program

The digital customer success maturity model

Launching the proactive phase of your digital CS program

Evolving to the personalized phase

Evolving to the predictive phase

Launching your first digital initiative

Company-wide digital program governance and cross functional collaboration

Optimizing your digital toolkit

The ability to be more human.

Notes:

OCLC-licensed vendor bibliographic record.

Includes index.

ISBN:

1-394-20589-9

1-394-20588-0

OCLC:

1431882321