Description
A guide for CEOs & Customer Relationship Innovators
Customer Success takes over the wheel in the customer interaction world. It’s the rising star of the labor market. It became a trend. It’s no longer about being “customer-obsessed” but more about being “customer-oriented while balancing their satisfaction and your business scalability.”
This guide targets to provide useful information for CEOs on how to innovate their business from the Customer Relationship perspective. Details on how to position CS in front of your investors and customers, what to pay attention to in your hiring process, and many more are waiting for you in this guide.
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This eBook made me realize the real scope of customer success in an organization, in terms of processes and structures. Before going through it, I wasn’t aware of how many different roles actually contribute to Customer Success and all the departments impacted by it.
This also helped me personally in drawing a parallel with the emerging business function of Growth, which is similar to customer success from a management science point-of-view: they are both cross-functional initiatives, require a specific mindset, shift the business focus more towards the consumer currently, both CS and Growth are being scientifically documented and slowly finding their way in modern management literature. Delia’s take on Customer Success has given me more clarity on how to analyze and document a modern business function.
Last, but not least, I loved that the #1 Skill required for Customer Success is Empathy. So many business areas, including Marketing, Branding, UX, fail due to a lack of focus on building up customer empathy. This idea alone could support the entire thesis for Customer Success.
I strongly recommend you take the time to read this. This modern take on the business function of Customer Success will surely give you and your customer-facing departments more clarity over your structures and processes.
Alex Gavril, Head of Growth @Promocrat