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Full Product Details

Author:   Nick Mehta ,  Kellie Capote
Publisher:   John Wiley & Sons Inc
Imprint:   John Wiley & Sons Inc
Dimensions:   Width: 16.00cm , Height: 2.80cm , Length: 23.10cm
Weight:   0.454kg
ISBN:  

9781394205875

ISBN 10:   1394205872
Pages:   240
Publication Date:   30 April 2024
Audience:   General/trade ,  General
Format:   Hardback
Publisher's Status:   Active
Availability:   Out of stock  
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.

Table of Contents

Foreword vii Chapter 1 The High-Speed Evolution of Customer Success 1 Chapter 2 Durable Business Strategies to Fuel Long-Term Success 19 Chapter 3 Digital Customer Success Is a Strategic Program 35 Chapter 4 The Digital Customer Success Maturity Model 53 Chapter 5 Launching the Proactive Phase of Your Digital CS Program 71 Chapter 6 Evolving to the Personalized Phase 93 Chapter 7 Evolving to the Predictive Phase 111 Chapter 8 Launching Your First Digital Initiative 129 Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration 155 Chapter 10 Optimizing Your Digital Toolkit 175 Chapter 11 The Ability to Be More Human 197 Acknowledgments 205 About the Authors 207 Notes 209 Index 215

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Author Information

NICK MEHTA is the CEO of Gainsight, a leading customer success company, and the bestselling co-author of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. KELLIE CAPOTE is the Chief Customer Officer at Gainsight. She leads the post-sales organization that includes Customer Success Managers, Support, Professional Services, and Customer Success Operations. She has contributed to publications including Forbes, TechCrunch, CMSWire, and others.

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