Kooperativer Bibliotheksverbund

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Umfang: 1 online resource

ISBN: 9781394205899 , 1394205899 , 9781394205882 , 1394205880

Inhalt: "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"--

Anmerkung: Includes index. , 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.

Weitere Ausg.: Print version: Mehta, Nick, 1977- Digital customer success Hoboken, New Jersey : Wiley, [2024] ISBN 9781394205875

Sprache: Englisch

URL: https://onlinelibrary.wiley.com/doi/book/10.1002/9781394308354

URL: https://onlinelibrary.wiley.com/doi/book/10.1002/9781394308354

UID:

Umfang: 1 Online-Ressource (238 Seiten)

Ausgabe: 1st ed

ISBN: 9781394205899

Anmerkung: Description based on publisher supplied metadata and other sources , Cover -- Title Page -- Copyright Page -- Contents -- Foreword -- Chapter 1 The High-Speed Evolution of Customer Success -- The Human vs. Digital Dilemma -- How We Got Here -- From Churn Busters to Revenue Boosters -- CS Has Become a Company-Wide Imperative -- Escape from the Twilight Zone -- The Peloton Paradigm -- The Time Has Come for CS to Reinvent Itself -- Summary -- Chapter 2 Durable Business Strategies to Fuel Long-Term Success -- CS Is a Durable Growth Engine -- Strategy #1: Avoid Surprises -- Strategy #2: Scale through Digital CS -- Strategy #3: Keep the Customer in Customer Success -- Strategy #4: Go on Offense -- Strategy #5: Grow Through Your Product -- Strategy #6: Be Human-First -- Make Customers the Center of Your Universe -- Summary -- Chapter 3 Digital Customer Success Is a Strategic Program -- The Quest to Scale and Improve Value -- From Tech Touch to Bionic CSMs -- Digital CS Defined -- Integrating Digital CE with Digital CS -- Launch Your CS Program with Digital -- Your Community as a Third Place -- Where Are You on the Spectrum? -- Testing Your Digital CS Program -- Summary -- Chapter 4 The Digital Customer Success Maturity Model -- The Three P's of Digital CS Success -- Proactive Phase: Get Customers to Self-Serve -- Personalized Phase: Get the Right Information to the Right Person -- Predictive Phase: Get Customers to Value Faster -- You Can Occupy Multiple Levels of Maturity -- Okta's Journey to Digital Maturity -- Chapter 5 Launching the Proactive Phase of Your Digital CS Program -- Self-Service Enablement -- Four Steps to Better Self Service -- Unqork Uncorks the Power of a Customer Hub -- One-to-Many Customer Communications -- You Don't Build a Relationship with an Inbox -- Digital-Led Onboarding -- Digital-Led Onboarding: Best Practices from Samsara -- Ongoing Education and Engagement -- Summary , Chapter 6 Evolving to the Personalized Phase -- Closed-Loop Feedback Programs -- What Problem Are You Trying to Solve? -- Automated Advocacy Programs -- Prescriptive Adoption Journeys -- Strangers in a Strange Land -- Summary -- Chapter 7 Evolving to the Predictive Phase -- AI-Driven Risk Management -- Programmatic Value Realization -- Optimized Expansion Selling -- The Role of AI-Today and Tomorrow -- Summary -- Chapter 8 Launching Your First Digital Initiative -- Choose a Single Life Cycle Moment -- Measuring Impact -- Choose a Leading (Not a Lagging) Indicator -- Pick a Milestone That Matters Most to You -- Keep It Simple -- Beware of Scope Creep -- Which Customers and Personas? -- Use Different Channels -- Choose Channels Best Suited for the Target Audience -- Keep an Eye on Your Bandwidth -- Strive for Runaway Accretion -- Ready to Scale? -- Meet Your Customers Where They Are -- Summary -- Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration -- Cross-Functional Collaboration Gathers Steam -- Collaborating through a Digital CS Programs Team -- The Elements of Effective Collaboration -- Appoint a Dedicated Leader -- Getting Executive Buy-in -- Share Your Results with Everyone -- CS Technology and Data -- Share Your Data -- No Excuses -- Summary -- Chapter 10 Optimizing Your Digital Toolkit -- Community/Customer Hub -- Determine Your Goals and Priorities and Then Map Them to Community Use Cases -- Too Much of a Good Thing Can Produce a Disjointed CX -- Know Your Audience and Key Personas -- Prime the Pump -- Reflect Your Culture and Values -- Examine Your Ecosystem -- Compile Your Learnings into a Community Strategy and Action Plan -- Strive to Develop Human Connections -- Consider Driving Prospects and At-Risk Customers to Community -- Automated Email and In-App Messaging -- CS Journey Automation , Amplify Human Voices -- When Choosing Channels, Consider the Persona and Life Cycle Moment of the User -- Target Your Messaging Based on Usage, Behavior, and Health Data -- Throttle to Avoid Spamming Customers -- Employ a Knowledge Center Bot to Keep Users from Having to Leave the Product -- Avoid Interrupting Key Workflows with In-App Messages -- Avoid Blatantly Self-Serving Communications -- View Email and In App in Tandem -- Summary -- Chapter 11 The Ability to Be More Human -- Digital CS Is About Building Customer Loyalty -- Do More with Less by Reinventing Your Organization -- From Science Fiction to CS Fact -- Digital Enables a More Human Experience -- Acknowledgments -- About the Authors -- Notes -- Index -- EULA.

Weitere Ausg.: Erscheint auch als Druck-Ausgabe Mehta, Nick Digital Customer Success Newark : John Wiley & Sons, Incorporated,c2024 ISBN 9781394205875

Sprache: Englisch

Fachgebiete: Wirtschaftswissenschaften

Schlagwort(e): Beziehungsmarketing ; Digitalisierung ; Erfolgsfaktor ; Kundenmanagement