The Customer Success Economy Why Every Aspect of Your Business Model Needs A Paradigm Shift

If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate.

The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.

• Shows leaders how their digital implementations will make them more Amazon-like
• Helps you deliver recurring revenue
• Shows you how to embrace customer retention
• Demonstrates the importance of "churning" less

Get that competitive advantage in the most relevant and important arena today—making and cultivating happy customers.

NICK MEHTA is CEO of Gainsight, The Customer Success Company, leading a team of nearly 700 people who have created the Customer Success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software Report three years in a row, and is the coauthor of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

ALLISON PICKENS has served as COO at Gainsight, an investor at Bain Capital, and a strategy consultant at BCG. One of the world's leading experts on the business transformation that accompanies shifting to the cloud, she has coached thousands of executives at public companies and startups alike. Allison has a degree in ethics, politics, and economics from Yale and an MBA from Stanford.

Foreword ix
Maria Martinez, Executive vice president & chief customer experience officer at Cisco

Part I Why Customer Success Became Standard 1

Chapter 1 Customer Success: What It is and Why It Affects Everything 3

Chapter 2 Customer Success: It’s Not Just for Silicon Valley 21

Chapter 3 The Customer Success Job Market is Taking Off 35

Chapter 4 Reason #1: Customer Success Stops Churn—The Silent Business Killer 45

Chapter 5 Reason #2: Customer Success is a Growth Engine—If You Move from Defense to Offense 53

Chapter 6 Reason #3: Your Customers Want It 65

Chapter 7 Reason #4: Even the Money People Are in Love with Customer Success 79

Part II Baking Customer Success Into Every Aspect of Your Business Model 89

Chapter 8 It Can’t Be Delegated 91

Chapter 9 Product: Design from the Start for Customer Success 103

Chapter 10 Marketing: Your Job Doesn’t End with the Lead 121

Chapter 11 Sales: Customer Success is Your Differentiator 129

Chapter 12 Services: Go from Hours to Outcomes 141

Chapter 13 Support: Go from Reactive to Proactive 151

Chapter 14 Finance: The New Scoreboard 161

Chapter 15 IT: The New Mission for the CIO 171

Chapter 16 HR: Happy Employees Take Better Care of Customers 179

Chapter 17 Avoiding Customer Success Silos 191

Part III Implementation Issues 195

Chapter 18 The First Step: Launching CS in an Established Business 197

Chapter 19 Leadership: What Kind of Leader Do I Need for Customer Success? 215

Chapter 20 Organizational Structure: Should Customer Success Be Part of Sales or Its Own Org? 227

Chapter 21 Roles and Responsibilities: Who Owns Renewals and Revenue? 239

Chapter 22 Budget: How Much Should I Spend on Customer Success? 251

Chapter 23 Monetization: Should I Charge for Customer Success to Boost Profitability? 263

Chapter 24 Metrics: How Do I Measure Customer Success? 273

Chapter 25 Scaling: How Do I Grow Customer Success without Throwing People at It? 295

Chapter 26 Technology: What System Do I Use? 301

Chapter 27 Professional Development: How Can I Develop My Leaders and My Team? 317

Chapter 28 Inclusion: How Can I Create a Diverse Team? 333

Chapter 29 Next Steps to Take 339

Notes 345

Acknowledgments 347

About the Authors 351

Index 353

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