Availability: Digital Customer Success | Technische Universität München

Digital Customer Success: Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth

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Bibliographic Details
Main Author:	Mehta, Nick (Author)
Format:	Electronic eBook
Language:	English
Published:	Newark John Wiley & Sons, Incorporated 2024
Edition:	1st ed
Subjects:	Beziehungsmarketing Digitalisierung Kundenmanagement Erfolgsfaktor
Links:	https://ebookcentral.proquest.com/lib/hwr/detail.action?docID=31317903
Item Description:	Description based on publisher supplied metadata and other sources
Physical Description:	1 Online-Ressource (238 Seiten)
ISBN:	9781394205899

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MARC


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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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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.
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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
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