Digital Customer Success: Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | Englisch |
| Veröffentlicht: |
Newark
John Wiley & Sons, Incorporated
2024
|
| Ausgabe: | 1st ed |
| Schlagwörter: | |
| Links: | https://ebookcentral.proquest.com/lib/hwr/detail.action?docID=31317903 |
| Beschreibung: | Description based on publisher supplied metadata and other sources |
| Umfang: | 1 Online-Ressource (238 Seiten) |
| ISBN: | 9781394205899 |
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| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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 | |
| 505 | 8 | |a 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. | |
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Datensatz im Suchindex
| _version_ | 1820981471487197184 |
|---|---|
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| author | Mehta, Nick |
| author_facet | Mehta, Nick |
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| author_variant | n m nm |
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| contents | 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. |
| ctrlnum | (ZDB-30-PQE)EBC31317903 (ZDB-30-PAD)EBC31317903 (ZDB-89-EBL)EBL31317903 (OCoLC)1432601680 (DE-599)BVBBV049875488 |
| dewey-full | 658.8120285 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8120285 |
| dewey-search | 658.8120285 |
| dewey-sort | 3658.8120285 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1st ed |
| format | Electronic eBook |
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| id | DE-604.BV049875488 |
| illustrated | Not Illustrated |
| indexdate | 2025-01-11T19:20:59Z |
| institution | BVB |
| isbn | 9781394205899 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-035214946 |
| oclc_num | 1432601680 |
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| owner | DE-2070s |
| owner_facet | DE-2070s |
| physical | 1 Online-Ressource (238 Seiten) |
| psigel | ZDB-30-PQE ZDB-30-PQE HWR_PDA_PQE |
| publishDate | 2024 |
| publishDateSearch | 2024 |
| publishDateSort | 2024 |
| publisher | John Wiley & Sons, Incorporated |
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| spelling | Mehta, Nick Verfasser aut Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth 1st ed Newark John Wiley & Sons, Incorporated 2024 ©2024 1 Online-Ressource (238 Seiten) txt rdacontent c rdamedia cr rdacarrier 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. Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Digitalisierung (DE-588)4123065-6 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Erfolgsfaktor (DE-588)4197034-2 gnd rswk-swf Beziehungsmarketing (DE-588)4789127-0 s Digitalisierung (DE-588)4123065-6 s Erfolgsfaktor (DE-588)4197034-2 s Kundenmanagement (DE-588)4236865-0 s DE-604 Capote, Kellie Sonstige oth Erscheint auch als Druck-Ausgabe Mehta, Nick Digital Customer Success Newark : John Wiley & Sons, Incorporated,c2024 9781394205875 |
| spellingShingle | Mehta, Nick Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth 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. Beziehungsmarketing (DE-588)4789127-0 gnd Digitalisierung (DE-588)4123065-6 gnd Kundenmanagement (DE-588)4236865-0 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| subject_GND | (DE-588)4789127-0 (DE-588)4123065-6 (DE-588)4236865-0 (DE-588)4197034-2 |
| title | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_auth | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_exact_search | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_full | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_fullStr | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_full_unstemmed | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_short | Digital Customer Success |
| title_sort | digital customer success why the next frontier of cs is digital and how you can leverage it to drive durable growth |
| title_sub | Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| topic | Beziehungsmarketing (DE-588)4789127-0 gnd Digitalisierung (DE-588)4123065-6 gnd Kundenmanagement (DE-588)4236865-0 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| topic_facet | Beziehungsmarketing Digitalisierung Kundenmanagement Erfolgsfaktor |
| work_keys_str_mv | AT mehtanick digitalcustomersuccesswhythenextfrontierofcsisdigitalandhowyoucanleverageittodrivedurablegrowth AT capotekellie digitalcustomersuccesswhythenextfrontierofcsisdigitalandhowyoucanleverageittodrivedurablegrowth |