As the name of this site suggests, customer success teams are a focus. The operating context is how they form the basis for creating great customer experiences and driving the subscription economy. Read this introductory post for more on that.
For more on the owner of this site and author of the eBook / trend report see the about section.
The intro post and chapters of the eBook / trend report break down customer success team efforts into three main areas. This is a practical approach that aligns with the steps you would need to follow to develop and sustain a success team in your organisation.
You have to start somewhere and these are the foundational building blocks of a good customer success practice (outside of creating the right mindset and culture which is the initial starting point). These provide the foundation to expand and scale your practice and need to be in place for overall success:
– Data, Metrics and Tech
– Practice and Leadership
The subscription and experience business is such an iterative one by its very nature. Experiences vary so much by customer and continue to evolve and subscription models can be constantly tweaked as the data provides feedback and evidence of what works and doesn’t. Responding to this is key.
– Segmenting Customers
– Scaling the Team
– Scaling the Customer
You can never be standing still. You should constantly be looking at ways to innovate how you deliver great experiences and value to customers to beat competitors. Reinventing how you apply technology and new business models constantly, whether as incumbent or startup, is key.
– Automation and AI
– As a Service
– SaaS 2.0