From the Inside Flap
What really matters in business? Until recently, business was based on making stuff and selling stuff. In today's business landscape, thanks in large part to the internet, customers aren't just looking for stuff to buy. They're looking for success. The ways in which customers think about vendors has changed dramatically: cloud-based technologies allow your customers to change vendors whenever they want. Customer expectations are higher than ever, and businesses that aren't focused on customer-centric strategies are destined to be left behind. The only way to survive and thrive in this new environment is to ensure that your customers succeed with your product or service--to make Customer Success Management your top priority.
The Customer Success Economy helps you unlock your customer's huge growth potential through digital implementations that deliver recurring revenue, less churn, and increased customer retention. This practical guide explains why Customer Success has become the standard, teaches you to infuse Customer Success into every aspect of your business model, and shows you how to successfully integrate the Customer Success philosophy in your company. You will learn how to meet the challenges presented by transforming organizational charts and changing leadership roles, and get your entire company working together in total service to the customer. This book features numerous real-world examples that illustrate how companies have made the transition, as well as interviews with dozens of CEOs, investors, Chief Customer Officers, and Customer Success thought leaders from across the worlds of the Fortune 500, private equity, venture capital, and Silicon Valley.
Customer Success is changing rapidly. It has gone from being a job function to a company-wide mandate in a few short years--it is now changing the nature of our overall economy. Let this book be your guide to navigating the next phase in the evolution of Customer Success and achieving exceptional business outcomes today and well into the future.
From the Back Cover
Praise for THE CUSTOMER SUCCESS ECONOMY
"Nick wrote the playbook on customer success before it was a category. Today, customer success is more than a department: it informs behavior, decisions, and actions. In the early 2000s, your product had to be ten times better than your competition. Today, your customer experience needs to be ten times better. The Customer Success Economy is the playbook for a marketplace in which how you sell is why you win." --BRIAN HALLIGAN, CEO and Co-Founder, HubSpot
"Our first step toward customer success was to focus on helping customers get the benefits they seek from the products we sold. The next step--make it an end-to-end operating system, adopt a customer-in, as opposed to a product-out, perspective. This is the lesson The Customer Success Economy teaches." --GEOFFREY MOORE, Author, Crossing the Chasm and Zone to Win
"We see it every day--success defined by the customer experience delivering exceptional experience is getting difficult, while customer expectation is soaring. As we continue to design products, market, communicate and connect to our audiences, industry expertise like this is crucial to our strategic thinking." --JENNIFER TEJADA, CEO, Pagerduty
"Nick has the pulse of the customer success movement and with The Customer Success Economy, he and Allison are delivering an actionable strategy to thrive in its evolution." --TIEN TZUO, CEO and founder of Zuora, and author of SUBSCRIBED: Why the Subscription Model Will be Your Company's Future - and What to Do About It.
"Leaders in the Customer Success economy have the responsibility to enable their teams, unlocking meaning for employees and delivering the right outcomes and experiences for customers. Nick and Allison lay out a powerful framework for how companies can transform work inside and outside their organizations by focusing on the customer." --MATHILDE COLLIN, Co-Founder and CEO, Front
"Customer success is reshaping the way business is done, and companies that are late to adapt won't last. Customer Success has been the manifesto of the movement. Nick and Allison take it to the next level with The Customer Success Economy. This is required reading for any business leader." --J.B. WOOD, President and CEO, Technology Services Industry Association (TSIA)
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.
