Index

• A
• A/B test, usage, 291
• Accountability, ensuring, 267–269
• Account-based correlation, usage, 290
• Account executive (AE), partnering, 292
• Account Management, Customer Success (contrast), 10–11
• Account managers, CS candidates, 39
• Account team, relationship (problem), 283
• Across companies (Customer Success layer), 33
• Across devices (Customer Success layer), 30
• Across your company (Customer Success layer), 32–33
• Actionability, focus, 288
• Activities, leading indicators (relationship), 322–323
• Adoption (Customer Health Scores metric), 146
• Adoption Management (Am), 71, 73f
• Adoption Services, 269
• Adoption, upsell revenue (equivalence), 245
• ADP, Customer Success, 25–26
• Advisor, term (usage), 231
• Advisory boards, client meetings, 98
• Advocacy, 135, 254, 277, 284
  • advocacy through surrogate, CSM involvement, 61
  • enabling, focused markets (impact), 130–131
  • engagement, 284
  • focus, 114f
  • indicators, 278
  • metric, 272
  • types, 61
• Advocate Engagement (Ae), 71, 73f
• Advocates, identification, 209
• Agile development, cloud (impact), 66
• Amazon, disruption/threat, 27
• Ambiguity, tolerance (CSM candidate quality), 221
• Analytics, usage, 309
• Annual Contract Value (ACV), 270
• Annual Recurring Revenue (ARR), 83, 96, 341
  • achievement, scenario, 80
  • calculation, 81, 82f
• Apps, usage, 309–310
• Artificial Intelligence (AI) strategy, 91
• Atkins, Charles, 24
• At-risk accounts, saving, 254
• At-risk renewals, management, 209
• Attach rate, 271
• Autonomous (human-first product principle), 108, 109, 109f
• Averaging, process, 288

• B
• Backdoor references, usage, 314
• Balance, opportunity, 12
• Barsamian, Sue, 132–133
• Bates, Chris, 86, 197, 211
• Benchmarking, leveraging, 288
• Berner, Stephanie, 37–39
• Bessemer Venture Partners (BVP), 83
  • Nasdaq Emerging Cloud Index (EMCLOUD) data, collection, 227–228, 230
• Best-in-class evaluation process, appearance, 304–306
• Best practices, 85–86, 212–214, 311
• Biran, Gal, 123
• Blackmore, Catherine, 199, 208, 264–265, 267–268, 271, 340
• Board of directors, meeting (coverage), 336
• Bodin, Christophe, 162
• Bonney, John, 161–162
• Book of Why, The (Pearl), 290
• Briefing, running, 95
• Brown, Brene, 188
• Brown, Coco, 77, 334–337
• Buck-Stops-Here phenomenon, 180
• Budget
  • determination, 251
  • entering/exiting costs, mixing, 253–254
  • support
    • business case, absence, 254
    • PowerPoint, usage (problems), 254–255
• Budgeting
  • delay, problems, 259–261
  • sales/marketing misalignment, 257
• Business
  • aspects, 200f
  • case
    • creation/usage, 304, 306–307
    • presentation, 314
  • changes, 176
  • churn, impact, 45
  • core business driver, defining, 199
  • CS, launching, 197
  • data, usage, 204–205
  • entry barriers, reduction, 11–12
  • goals, 5–6
  • knowledge, 5–6
  • models, 13
    • creation, 11
  • processes, 284
  • quantification methods, 273
  • reality, 6
  • ROI metric, clarity, 275
  • scaling, 221
• Business-to-business (B2B)
  • arena, 13
  • companies
    • innovation, 198
    • post-sale customers, interaction (avoidance), 191
  • consideration, 7
  • information technology, 175
  • vendor, perspective, 65–66
• Business-to-consumer (B2C)
  • arena, 13
  • consideration, 7
• Buyers, maturity, 265
• BVP Nasdaq Emerging Cloud Index, 83

• C
• Calm (servant leader framework component), 184, 185–186
• Camacho, Eduarda, 263, 266, 270
• Capital risk, 13
• Case, Steve, 21
• Cash flow, visibility, 210
• Chakkarapani, Karthik, 139
• Change management, assistance, 173
• Channel questions, 94
• Charters, briefing step, 95
• Check-in message, usage, 96–97
• Chief Customer Officers (CCOs)
  • attributes, 219–220
  • CEO questions, 328–332
  • hiring, 223–224
  • post-sales consolidation, 229
  • presence, 229, 230f
  • retention, 38
  • servant leadership, impact, 189–190
• Chief Executive Officers (CEOs)
  • CS steps, 341
  • questions, 328–332
• Chief Financial Officers (CFOs), impact, 252
• Chief Information Office (CIO), IT role, 171
• Chief Operations Officer (COO) workweek, display, 104f
• Chief Revenue Officer (CRO), role, 234–236
• Children, traits, 317
• Churn, 336
  • causes, 166, 199
  • cessation, CS (impact), 45
  • customer tendency, 15
  • details, understanding, 18–19
  • impact, 45, 62
  • measurement methods, 47–49
  • net churn rate, 49
  • occurrence, reasons, 50–52
  • rates, impact, 62
  • reason field, presence, 50
  • risk, 13
• Clarizen, 86
• Clayton, Alex, 83, 87
• Client meetings
  • company events, 99
  • dinner series, 98
  • improvement, 95–100
  • job transitions, 99–100
  • online review basis, 97
  • survey feedback basis, 97
  • third-party events, 99
• Client Outcomes Manager (COM), 231
• Clients
  • advisory board meetings, 98
  • churn tendency, 46
  • context, Support team 360-degree view, 154
  • CS candidates, 40
  • data
    • collection, location, 286
    • visibility, 154
  • engagement, 276
    • scorecards, 283–284, 284f
  • experience, 76, 192, 276
    • executive team knowledge, 233
    • scorecards, 282–283, 283f, 287
  • feedback, 208
  • financial performance, measurement, 70
  • focus, 268
  • instant responses, digital channels (impact), 66
  • interaction, increase, 341
  • involvement, 267
  • management, 247
  • maturity, 276
    • scorecards, 284–285, 285f
  • modeling, 86
  • outcomes, 276
    • achievement, 133
    • employee concern, 76–78
    • executive team knowledge, 233
    • joint ownership, vision (setting), 69–71
    • scorecards, 281–282
  • parts, measurement decision, 285–286, 285f
  • power, reasons, 66
  • relationships, company elevation, 148
  • return on investment, 272
  • risk, 46
  • scores, defining process, 286–288
  • segmentation process, 330
  • software usage, assistance, 69–70
  • stickiness, identification, 329–330
  • success
    • driving, contributions/factors, 331
    • meaning, 329
  • teammates, equivalence, 182
• Climate Corporation, Monsanto acquisition, 25
• Cloud, 91
  • business, growth, 202
  • cloud-based companies, purchase/acquisition, 25–26
  • experience (CSM candidate quality), 222
  • impact, 25, 66
• Coaching, questioning (usage), 328
• Cold calling, usage, 59
• Cold emails, hunting mindset, 57f, 58f
• Collections, driving, 210
• College graduates, CS candidates, 40
• Communication, 309
  • program, defining, 206–207
• Community
  • building, 297
  • defining, 312
  • engagement, 284
  • score, 278
• Company
  • breakeven, 296
  • events, client meetings, 99
  • journey, description, 211
  • leaders, startup/scale experience, 223
  • titles, 228f
  • vendor partnership, 312
• Company-wide programs, set, 11
• Competition, 50, 51
  • risk, 13
• Compound Annual Growth Rate (CAGR), 80
• Connor, Bret, 22–23
• Consulting firm, hiring, 342
• Consumer companies, enterprise companies (contrast), 84
• Content, centralization, 297
• Contracts
  • alignment, 268
  • size, reduction (downsell capture), 47
• Core business driver, defining, 199
• Corporate customer experience groups, CSM teams (interaction), 26
• Correlation, causation (contrast), 290–293
• Cost Constraints phenomenon, 180
• Cost metrics, 341
• Cost model, identification, 331
• Cost of Goods Sold (COGS), 214
  • bucket, 112, 255
  • CSM expense categorization, 168
• Cost problem, 111–112
• Cote, Tracy, 179, 181, 185, 189
• Cross-division sale, 248
• Cross-functional abilities (CSM candidate quality), 221
• Cross-functional evaluation team, identification, 304
• Cross-pollination, 125
• Cross-sell leads, 254
• Cross-stakeholder sale, 248
• C-SAT, 207
  • maximization, 210
• Culture, impact, 11, 100–101
• Current gross retention, GRR/NRR dimension, 164
• Customer 360, 115
  • need, 176
  • problems, reasons, 175–177
  • requirements, difference, 177
• Customer Acquisition Cost (CAC), 81, 82f, 164
• Customer Effort Score, 157
• Customer Experience (CX), 66–68, 126
  • team, impact, 26
• Customer Health
  • automation, 287
  • elephant, analogy, 276, 277f, 289
  • measurement
    • advanced method, 275–289
    • speed, 274–275
  • monitoring/management, 16
  • scorecards
    • defining, 287
    • viewing, 308
  • views, types, 276
• Customer Health, barometers, 135
• Customer Health Scores
  • automation, 123
  • tracking, 146–147
• Customer Health Scoring, concept (integration), 274
• Customer Outcomes (CO), 66–68, 126
  • achievement, methodology (leveraging), 69
  • methodology, creation, 71–74
  • VoC mapping, 127
• Customer Relationship Management (CRM)
  • data, 204–205
  • setup, 303
  • systems
    • churn reason field, presence, 50
    • team usage, 205
    • usage, 32
• Customers
  • B2B vendor perspective, 65–66
  • care, 179
  • centricity, 100
    • recognition, 22–23
  • churn tendency, 15
  • communication, 55, 56f
  • company ownership, 134
  • CSM sales, avoidance, 242
  • customer-centric CEO, steps, 92–100
  • customer-centricity, 2, 158
  • customer-centric models, shift, 219
  • data infrastructure, problems, 176–177
  • desire, 65
  • discussions, 93
  • enhancements, requests (prioritization), 208
  • expectations, 16
    • increase, 7, 9
  • feedback, 103
    • silos, avoidance, 193–194
  • goals, 11
  • happiness, 7
  • insights, sharing, 137
  • journey
    • alignment, 122
    • automation, 110, 111f
    • differentiation, pitching, 133–134
  • labor division, defining, 137–138
  • lifecycle, 127, 229
  • loss, 303
  • marketing, 123–125
  • measurement, reasons, 276
  • need, product (misalignment), 50
  • obsession, 27, 100
  • on-boarding experience, problems, 50
  • owner, identification, 134
  • perspective, 8f
  • power, increase, 7, 9
  • questions, 93–94
  • relationships, management, 86
  • re-segmentation, 297
  • retention
    • difficulty, 7, 9
    • focus, 114f
  • sales, 15
  • segment/maturity, rule variation, 287
  • service, Customer Success (contrast), 10–11
  • success, assistance, 6
  • technical success, 197–198
  • tiers, 202f, 203f
  • try-and-buy customers, 12
  • value, impact, 11
  • voices, 125–128
• Customer Satisfaction (CSAT), surveys, 28–29
  • types, 41
• Customer Service Manager (CSM)
  • accountability, 240
  • activity, client outcomes (linkage), 70
  • candidates, qualities, 221–222
  • CIO usage, 75
  • client characterization, 75–76
  • communication style, defining, 206–207
  • concept, perspective, 271
  • CSMs for Value Capture, 168–169, 246–247
  • CSMs for Value Delivery, 168–169, 246–247
  • CSMs for Value Gaps, 168–169, 246–247
  • customers, interaction, 114
  • data, 204
  • defining, 41–42
  • expansion ownership, 244–246
  • focus, 115
  • gaps, 111–112
  • hiring, ops support (absence), 256
  • intuitive CSM, predictive CSM (contrast), 304
  • job, challenges (reasons), 179–180
  • labor, division, 152–153
  • leaders, success, 222
  • marketing, comparison, 292–293
  • organization, design, 24
  • platform patterns, 156
  • pre-sales, comparison, 292
  • product expertise, 39
  • profile, 312
  • report scenarios, 233–234
  • roadmap, defining, 207–208
  • role, 169f, 200–201
  • sales
    • comparison, 293
    • defining, 265–267
  • scope, defining, 206
  • selling responsibilities, downside, 242
  • services, comparison, 291–292
  • solution, implementation, 301
  • specialization, advantage, 242–243
  • success criteria, defining, 207
  • support, comparison, 291
  • sustainable funding model, absence, 214
  • teams
    • actions, 213–214
    • corporate customer experience group, interaction, 26
    • empowerment, 32
    • launching, 198
    • leveraging, 266–267
    • Support teams, comparison, 152
  • types, 246–247
  • unscalable model, 213
  • workflow, outcomes organization, 70
• Customer Success (CS)
  • accounting method, 167–169
  • Account Management, contrast, 10–11
  • adoption, steps, 25–27
  • analysis, quadrants, 68f
  • art/science, 302–304
  • assistance, sales (usage), 138–139
  • best practices, 85–86
  • business models, 26
  • candidates, origin, 39–40
  • capabilities, focus, 308–313
  • CFO interest, 161–162
  • characteristics, 217f
  • charges, 218
  • charging
    • avoidance, recommendation, 266–267
    • grace period, 268
    • plan agility, 268
    • question, 263
    • readiness, 264–265
  • contact, focus, 241
  • core business driver, defining, 199
  • correlation, causation (contrast), 290–293
  • cultural support, 332
  • customer service, contrast, 10–11
  • customer success management, contrast, 230–232
  • decisions, 199–208
  • deliverables, tracking, 268
  • economy, relationship, 9–13
  • Elements Table, 71, 72f, 73f, 182
    • objectives, progress, 74
  • embracing, 2
  • enjoyment, 79
  • equation, 66, 126
  • evolution, 9
  • executive
    • placement, 335
    • search market, trends, 222–225
  • experience, shortage (problem), 39
  • experimentation, absence, 258–259
  • financials problems, 255–256
  • GE Digital requirement, 22
  • goals, problems, 212–213
  • growth, 216
    • process, 295
  • growth engine, 53
  • impact, 3, 45, 57–61
  • importance, 53–54, 93, 129
  • inclusion, importance, 334–335
  • industrialization, 301–302, 341
  • information technology (IT)
    • communication, absence, 257
    • importance, 172–175
  • job, difficulty, 179–181
  • job market, growth, 33, 37
  • jobs, hiring challenge, 37–38
  • launching, 197
  • layers, 27–33, 29f
  • leaders
    • actions, 217–219
    • first-principle thinkers, desirability, 224–225
    • hirers, desire (defining), 223
    • hiring, recruiter interaction, 341
    • negative impact, 212
    • questions, 166
    • recruitment, 92
    • requirement, 215
    • steps, 342
  • leadership, 216–217
  • market, 6
  • marketing-CS transformation, phases, 125
  • maturity, 264
  • meaning, 7–9
  • measurement method, 271–273
  • metrics
    • metrics-driven teams, 19
    • standardization, 218–219
    • usage, 341
  • monetization, motivation, 264
  • name, importance, 232–233
  • offering
    • pricing level, 269–271
    • success measurement, 271–272
  • operations, growth, 42
  • Operations Managers, roles, 42, 43f
  • opportunities, 12
  • outcomes, tracking, 268
  • PE firm enjoyment, 84–87
  • platforms, 173
  • practitioner, steps, 342–343
  • pricing
    • control, 267
    • curve, 270f
    • premium, 270f
  • products
    • design, 103
    • relationship, 113–120
  • professionals
    • demand, impact, 38
    • supply, expectations, 38–41
  • program
    • differentiation, appearance, 133
    • failures, lessons, 211–214
    • value, 132
  • report, requirement, 233–234
  • requirement, 11–13
  • research analysis, 87
  • ROI, 252
    • tracking, 276
  • roll-out, 267–268
  • root-cause issues, 50–52
  • Rule of 40, 296
  • sales asset, 132–134
  • sales partnership, question, 227
  • sales reinvention, connection, 27
  • scaling, leader process, 297–298
  • segment, defining, 202–204
  • seller, identification, 267–268
  • servant leadership, application, 182–189
  • service, focus, 269
  • silos, avoidance, 191
  • stages, 71, 72f
  • starting point, 201f
  • stretching problems, budget (impact), 253
  • systems, investment (absence), 259
  • team
    • development, investment (absence), 258
    • education, 268
    • valuation, 162
  • ten laws, 14
  • top-down, company-wide commitment, 14–15
  • transformation, leader empowerment, 198–199
  • trend, 24
  • underfunding, problem, 251–253
  • VC firm enjoyment, 82–84
  • Vice President of Customer Success, hiring, 228–229
  • VoC, differentiation, 126
• Customer Success (CS) budget, 251
  • entering/exiting costs, mixing, 253–254
  • support
    • business case, absence, 254
    • PowerPoint, usage (problems), 254–255
• Customer Success Handbook, 342
• Customer Success Qualified Advocacy (CSQA), 61
• Customer Success Qualified Advocate (CSQA), 292–293
• Customer Success Qualified Lead (CSQL), 292

• D
• Daily Active Users, 207
• Daly, Ed, 302
• Data
  • absence, 287
  • capture, 144, 146–147
  • filtration method, 205
  • importance, 176
  • integration, 310
    • roadmap, 173
  • set, creation, 115
  • sharing, 123
  • usage, 86
  • visibility, 154
  • warehouse, usage, 286
• DEAR. See Deployment Engagement Adoption ROI
• Decembrele, Rich, 36–37, 39
• Deeter, Byron, 83
• Defense, shift, 53
• Deliverables, 22
  • tracking, 268
• Deployment Engagement Adoption ROI (DEAR) framework, 281
• Desired outcomes, 7
• Devices
  • Customer Success layers, 28–31
  • patterns, detection, 30
• Digital channels, impact, 66
• Digital transformation, 21
  • cloud, impact, 27
• D&I, hirer prioritization, 224
• Division
  • cross-division sale, 248
  • division of labor, See Labor,
• Doell, Chris, 136
• Domain knowledge, 200
• Doshi, Neel, 186
• Downsell (dollar churn), 19
  • calculation, 48
  • impact, 47
• Downstream phenomenon, 180
• Dresser, Dennis, 235
• Drive: The Surprising Truth About What Motivates Us (Pink), 108

• E
• Earlier-career CSMs, hiring, 298
• eCompliance, Field iD (usage), 31–32
• Economic value, identification/measurement, 331
• Economy
  • Customer Success, relationship, 9–13
  • selling, shift, 10
• Elworthy, Alison, 60–61
• EMCLOUD. See Bessemer Venture Partners
• Emotional intelligence (EQ), 317–318
  • emotional regulation, relationship, 321
  • executive sponsorship, relationship, 323–324
  • inspiration, relationship, 324–325
  • prescriptive persuasion, relationship, 319–320
• Emotions, products (impact), 105
• Empathy. See Mutual empathy
• Employees
  • customer-centric vendor assistance, 340
  • risk, 13
• Empowerment, source, 137
• Ends, not means (human-first product principle), 108, 109, 109f
• Energy (servant leader framework component), 184, 187
• Engagement (Customer Health Scores metric), 147
• Enneagrams, 187
• Enterprise
  • companies, consumer companies (contrast), 84
  • decision, 173
• Enterprise Customer Success (CS) Study and Outlook (Deloitte), 302
• Enterprise Resource Planning (ERP), 176
• Entitlements, 205
• ETL type, selection, 173
• Evaluation team
  • identification, 304
  • involvement, 305–306
• Exec-to-exec connection, 96
• Executive
  • ownership, CSM ownership (contrast), 243–244
  • search market, trends, 222–225
  • sponsor programs, 96
  • sponsorship (Customer Health Scores metric), 147
• Executive Business Review (EBR), 309
• Executive coach, impact, 327–328
• Executive demo, 314
• Expansion, 277
  • CSM ownership, 244–246
  • deal, lead, 55
  • indicators, 278
  • opportunities, loss, 62
  • taxonomy, 248
• Experience Health (Cx) Element, 71, 73f
• Experiences, 143. See also Customer Experience

• F
• Face-to-face relationships, building, 258
• Faloni, Marianne, 38
• Feature adoption, silos (avoidance), 192–193
• Federated access, impact, 311
• Feedback, 75–76, 319
  • client feedback, 208
  • customer feedback, 103
  • gathering, 117–118
  • loop, usage, 32
  • roadmap, 118
• Field Services, input (usage), 33
• Finance, 161, 210
  • decisions, 166–167
• Financial results, accountability, 247
• Financials
  • CS problems, 255–256
  • topline financials, 341
• Financing, GRR/NRR dimension, 164
• First-principles thinkers, desirability, 224–225
• Five Dynamics, 187
• Flywheel
  • acceleration, 155–156
  • effect, 161–162
  • usage, 60–61
• Focused markets, impact, 130–131
• Focus groups, setup, 208
• From devices to services (Customer Success layer), 30–31
• From services to outcomes (Customer Success layer), 31–32
• Functionality (ROI), 308–310
• Funnel, 122
  • shape, 56f, 57
  • top-of-funnel growth, 113

• G
• G2 reviews, usage, 59
• Gainsight, 46, 108, 215
  • best practices, 212–214
  • client progress, 71
  • Customer Success customers, 6
  • investment, 198
  • launch, 4
  • Pulse conference, 36, 188
  • purpose, 186–187
  • Saturday emails, avoidance, 188
  • software, usage, 117
  • Strategic Advisory Services, 307
  • transparency, 185
• GE Digital, Customer Success (requirement), 22
• General and administrative (G&A) spending, 296
• Generally accepted accounting principles (GAAP)
  • accounting rules, 273
  • metrics, 47
• Geographic inclusion (servant leader framework component), 184, 189
• Glass-half-empty phenomenon, 179–180
• Gleeson, John, 318, 319, 327
• Globalization, impact, 11
• Goebel, Nicholas, 21–22
• Go-to-market framework, 322
• Go-to-market model, usage, 220–221
• Grading scheme, defining, 287
• Graham, Jane, 239, 242, 339–340
• Greenleaf, Robert, 183
• Grimes, Brent, 165, 245
  • achievement, relationship, 322
• Grit (perseverance), 317–318
  • accountability, relationship, 324
  • peer mobilization, relationship, 326
  • playbooks, relationship, 320
• Gross dollar renewal rate, 47
  • multi-years, inclusion, 47–48
• Gross Retention, 341
  • achievement, 324
  • impact, 62
  • net retention, contrast, 163–164
  • optimization ranges, 165f
• Gross Retention Rate (GRR), 74, 163, 272
  • CCO accountability, 243–244
  • optimization decision, 165
  • problem, dimensions, 164
• Growing (human-first product principle), 108, 109, 109f
• Growth
  • drivers, tracking, 254
  • mindset (servant leader framework component), 184, 185
  • opportunity, 12
  • rate, GRR/NRR dimension, 164
  • top-of-funnel growth, 113
• Gut feeling, 303–304

• H
• Hand-off, control, 144–145
• Headcount costs, reduction, 247
• Healthcare, Customer Success (embracing), 22–23
• Health Score
  • briefing step, 95
  • creation, 275
• Helix
  • flywheel
    • acceleration, 155–156
    • effect, 161–162
  • marketing approach, 121–122
  • model, 54–57, 55f
  • shape, 56f
• Helper phenomenon, 180
• Hennessy, Alexis, 36, 221–222, 243, 335
• Heppelmann, James, 30
• High-touch customer success management, 202
• Hourglass shape, 56f
• HubSpot, 309, 340
  • flywheel, usage, 60–61
  • multi-product growth platform, 53
• Human/digital outreach, 86
• Human-first products, principles, 105–106
• Humanity, importance, 106
• Human-machine interaction, 187
• Human Resources (HR), 179
  • software, creation, 130

• I
• IFRS accounting rules, 273
• In-app messaging, development, 119
• Inclusion, 333
  • importance, 334–335
• Incremental revenue, growth, 81f
• Individual device (Customer Success layer), 28–30
• Industrial Revolution, principles, 101
• Information Technology (IT)
  • CIO mission, 171
  • communication, absence, 257
  • consumerization, 172
  • engagement, value, 171
  • importance, 172–175
  • involvement, defining, 205–206
  • questions, 94
• Innovation, opportunity, 12
• Insights & Actions stage, 71
• Intellectual honesty, business sense, 51
• Intelligence quotient (IQ), 317–318
  • cross-functional orchestration, relationship, 324
  • long-term planning, relationship, 322–323
  • product knowledge, relationship, 318–319
  • situational problem-solving, relationship, 320–321
• Intelligent Virtual Assistants, provision, 206
• Internet of Things (IoT), 25
  • Customer Success, relationship, 27–33
  • innovation, acceleration, 28
  • leadership, 28
  • solution, impact, 33
• Internet, power, 7
• Intuitive CSM, predictive CSM (contrast), 304
• Investors
  • data, usage, 79, 80–82
  • viewpoints, differences, 340
• Irrational enthusiasm, 5
• Is Anyone Out There? phenomenon, 180

• J
• Job market, candidate evaluation, 221–222
• Job searches, D&I prioritization, 224
• Job transitions, client meetings, 99–100
• Johnson, Eric, 174
• Journey
  • briefing step, 95
  • mapping, value, 210–211

• K
• K1 portfolio, 85–86
• Kaminski, Brian, 206
• Key performance indicators (KPIs), 87, 163
• Kickoff, expense, 258
• Kocher, David, 22
• Koehler, Chris, 121–125
• Kosmowski, Christina, 235, 239, 240, 245

• L
• Labor, division
  • defining, 137–138
  • sustaining, 153
• Lagan, Andrea, 146, 154, 322
• Land-and-expand model, usage, 17
• Lead, concept, 292–293
• Leaders. See Customer Success
  • characteristics, 334
  • development, 317
  • empowerment, 198–199
  • executive role, 215–216
  • negative impact, 212
  • personal development, 219
  • post-sales responsibilities, 224
  • quality, impact, 219–221
  • type, requirement, 215
• Leadership, 215
  • CS leadership, 216–217
• Leading indicators
  • correlation, 290
  • lagging indicators, distinction, 287
  • lagging outcomes, relationship, 323
• Lead target, CSM responsibility, 245–246
• Leaky buckets, cessation, 62
• Learning
  • experience, 174
  • organization, impact, 62
  • tracking, 205
• Lee, Samuel, 241, 245
• Lenfest, Paul, 28
• Licenses, customer addition, 247
• Lifecycle management, 182
• LinkedIn
  • CS community, joining, 342, 343
  • CS manager jobs listing, 35–36, 36f
• Listen, Act, Analyze (VoC components), 128
• Logo retention rate, 48
• Long-tail scenario, 233–234
• Low-cost location, hiring, 298
• Loyalty (building), personal relationships (impact), 16

• M
• Malik, Neil, 85–86
• Management consultants, CS candidates, 40
• Margin loss, 82f
• Marketing, 113–120
  • automation, 198
  • blame, 129–130
  • bucket, 255
  • budgeting misalignment, 257
  • customer marketing, 123–125
  • Customer Service Manager (CSM), comparison, 292–293
  • engagement, 284
    • health, 279
  • examination, 209
  • focus, 125
  • helix approach, 121–122
  • importance, 121
  • information, 205
  • marketing-CS transformation, phases, 125
  • purchase, approach, 10
  • tools, 125
• Marketing Qualified Lead (MQL), 54
• Marketing questions, 93–94
• Markets
  • customer-centric company wins, 235–236
  • focus, 130
• MBAs, CS candidates, 40
• McGregor, Lindsay, 186
• Meeks, Kevin, 11, 244, 274
• Mehta, Nick, 86, 92, 100, 185
• Mergers and acquisitions (M&As), 51
• Metrics, 303
  • metrics-driven team, impact, 19
  • standardization, 218–219
  • usage, 273
• Meyers-Briggs personality types, 95
• Mid-touch customer success management, 203
• Minimum viable product (MVP), 206
• Monetization, 263
  • beta program, creation, 267
  • motivation, 264
• Money
  • raising (problems), churn rates (impact), 62
  • spending, reduction, 260
• Monsanto, acquisitions, 25
• Mosgofian, Karl, 171
• Mutual empathy, fostering, 119–120
• Myers-Briggs test, 187

• N
• Nanus, Phil, 252, 260, 263, 272
• Net churn rate, 49
• Net dollar renewal rate, 48–49
• Net Dollar Retention, 165
• Net Promoter Score, 125, 135, 181, 207
  • creation, 274
  • increase, 204
  • strengthening, 67
  • surveys
    • experience, appearance, 193–194
    • usage, 32
  • usage, 193
• Net Retention, 341
  • achievement, 324
  • gross retention, contrast, 163–164
  • increase, 301
• Net Retention Rate (NRR), 74, 163, 272
  • optimization decision, 165
  • problem, dimensions, 164
• Networking, training, 327
• New logo
  • growth, Customer Success (impact), 59–61
  • lead, 55
• New Logo Sales, ownership, 234
• Noise, ignoring, 3
• Norris, Lucy, 231, 252

• O
• Onboarding
  • experience, 283
    • problems, 282
  • time, 283
• On-boarding experience, customer problems, 50
• One-time sale business models, 12
• One-to-many communications, 123, 124f
• Online community, leveraging, 117–118
• Online reviews, basis, 97
• Online support, 198
• Open data model, usage, 310–311
• Operations managers, CS candidates, 40
• Opportunity Cost of Churn (OCC), 80–81, 82f
• Organizational silos, Customer Success (relationship), 302
• Organizational structure, 227
• Outages, 283
• Outcomes, 143. See also Customer Outcomes
  • tracking, 268
• Out-of-the-box value, 111
• Overrides, usage, 288

• P
• Page layouts, tailoring, 311
• Parallel processing, usage (recommendation), 289
• Partners
  • collaboration, 135–138
  • customer insights, sharing, 137
  • effectiveness, measurement, 138
  • interaction, steps, 135–138
  • profiling, 136
  • responsibility/toolset, 135
  • ROI, defining, 136–137
• Path forward, stages, 108–109
• Patterson, Bill, 156
• Peak-End-Rule, 193
• Pearl, Judeah, 290–291
• People
  • helping, 5–6
  • scheduling flexibility, 186
• Peretti, Kim, 254
• Personal development, 219
• Personal relationships, usage, 16–17
• Peterson, J.D., 77, 181, 189
• Pfeiffer, Wendy, 75
• Pink, Dan, 108
• Platform
  • TCO management, 310–312
• Platform, construction, 77
• Point-of-use data, usage, 31
• Porter, Michael, 30
• Post-sales function, 37
  • consolidation, 229
• Predictability, opportunity, 12
• Predictive CSM, intuitive CSM (contrast), 304
• Premier Support Representative, designation, 269
• Pre-sales, Customer Service Manager (comparison), 292
• Prescriptive behaviors, adoption, 69, 74–76
• Price
  • impact, 51
  • increase, 248
• Primed to Perform (Doshi/McGregor), 186
• Private equity (PE) companies, innovation, 86
• Private equity (PE) firms
  • CS enjoyment, 84–87
  • VCs, contrast, 84
• Proactive, Personal, Proven (CS team branding), 218–219
• Productization, enabling, 116–117
• Product Management teams, Support assistance, 157
• Product managers (PMs), focus, 115
• Products
  • adoption health, 279
  • adoption rate, delay, 51
  • clarification, 267
  • CSM expertise, 39
  • customer need, misalignment, 50
  • Customer Success, relationship, 113–120
  • defining, 201–202
  • design, 103
  • division purchase, 247
  • engagement, 284
  • features
    • commodization, 66
    • updates, usage, 118
  • health, 279
  • impact, 105
  • improvement, 297
  • knowledge, 200
  • leveraging, 297
  • management, 124, 208
  • priorities, 17
  • product-centric models, change, 219
  • product-led growth, usage, 143–144
  • product-market fit, discovery, 220
  • quality issues, 283
  • questions, 93
  • releases, announcement, 208
  • risk process, creation, 117
  • roadmap, publication, 118–119
  • subscription, 271
  • teams, change (reasons), 103–107
  • telemetry, 275
  • threshold, PS team adoption, 145
  • vision, 106–107
• Product Success (Pr), 73f, 74
• Professional development, 317
• Professional Services (PS), 279
  • CSM/Sales, interactions, 154–155
  • role, 142
  • team, product threshold adoption, 145
• Profitability
  • increase, CS charge (question), 263
• Profitability (reduction), churn rates (impact), 62
• Profit and loss (P&L), impact, 162
• Profit margin, improvement, 82
• Progress-blockers, 172
• Project managers, CS candidates, 40
• Projects
  • orientation, 201
  • plan, 304–306
  • scope, effectiveness, 210
• Proof of Concept (POC), usage, 305, 314–315
• Proxy, usage, 275
• PTC, IoT leadership, 28
• Pulse+, 35
• Purpose (servant leader framework component), 184, 186–187
• Purpose-driven organization, 77

• Q
• Questioning, usage, 328

• R
• Rabago, Ruben, 35, 39
• RACI. See Responsible Accountable Consulted Informed
• Raman, Prakash, 325
• Razavi, Omid, 264–269, 271
• Recession, preparation, 260–261
• Recurring revenue, 271
  • focus, 339
• Reference checks, usage, 305, 314–315
• Reference score, 278
• Relationship skills, 200
• Renewal
  • date, information storage, 205
  • event, lead, 55
  • rate, 272
• Renewal Management (Rm), 182
  • Element, 71, 72f, 73f
• Renewals, 163–164
  • absence, 49
  • at-risk renewals, management, 209
  • CSM ownership, arguments, 240–243
  • executive ownership, CSM ownership (contrast), 243–244
  • growth, 131
  • loss, impact, 62
  • ownership, 239
  • ownership, trail-off, 235
  • specialization, advantage, 242–243
  • team, complement, 244
• Rep capacity models, 130
• Repeat repurchasing, 61
• Request for Proposal (RFP), usage, 305, 308–313
• Research and development (R&D)
  • spending, 296
  • support collaboration, 157
• ResMed, Customer Success, 23
• Responsible Accountable Consulted Informed (RACI) decision-making framework, usage, 306, 306f
• Retention, 47, 277
  • details, understanding, 18–19
  • increase, 290
  • indicators, 278
  • problems, 83
  • rates, 47–49, 166
  • risk, 278
• Return on investment (ROI), 67, 291
  • client ROI, 272
  • defining, 136–137, 306–307
  • driving, 308–310
  • focus, 164
  • increase, 198
  • measurement, 263–264, 274–275
  • metric, clarity, 275
  • quantification, point-of-use data (usage), 31–32
  • scorecards, usage, 282
• Revenue
  • companies
    • growth pattern, 56–57
    • investment, 252
  • growth
    • driving, 264
    • example, 81f
    • gross retention, impact, 62
    • helix model, 54–57
    • partner collaboration, impact, 135–138
  • incremental revenue, growth, 81f
  • metrics (CSM candidate quality), 221
  • one-to-many communications, 123, 124f
  • ownership, 239
  • preservation, 82
  • problem, 112–113
  • signals, recurrence, 82–83
  • source, 55f
  • streams, synthesis, 163–164
  • valuation multiple, increase, 82
• Reynolds, Anthony, 138, 239, 242
• Risk
  • indicators, identification, 329
  • types, 12–13
• Risk Escalation, 182
  • trigger, 155
• Roadmap. See Feedback; Products
  • review, 313
• Roberge, Mark, 51, 340
• Rockwell Automation, 21
• Role-based access, 311–312
• Rolls Royce, IoT (usage), 31
• Rule of 40, 296

• S
• Sabino, John, 114
• Sales
  • asset, Customer Success (impact), 132–134
  • bucket, 255
  • budgeting misalignment, 257
  • CS candidates, 39
  • CS importance, 129
  • CS report, requirement, 233–234
  • Customer Service Manager (CSM), comparison, 293
  • development representatives, CS candidates, 40
  • examination, 209
  • expectations, 50
  • feedback, 128
  • focus, shift, 240–241
  • funnel, 57
  • investment, 163
  • opportunities, 209
  • questions, 94
  • reinvention, Customer Success (connection), 27
  • success, reasons, 130–132
  • training, 326–327
  • usage, 138–139
  • visibility, 209
• Sales engineer (SE), justification, 292
• Salesforce, integration, 311
• Sales Operations, role, 42, 256
• Sawatzky, Jill, 204
• Scale, 101
• Scaling, 295
  • leader process, 297–298
  • problem, 110–111
• Scope (Customer Health Scores metric), 147
• Scorecards, defining, 287
• Scores, grading scheme (defining), 287
• Scrum meetings, 207
• Security
  • posture, assessment/management, 174
  • trust, 312
• Segments, service (absence), 330
• Self-compassion (servant leader framework component), 184, 187–188
• Self-service, usage, 311
• Selling
  • game, change, 133
  • importance, change, 4–5
  • opportunity, 280
• Senior Vice President (SVP), 22, 26, 60, 114, 174, 215, 219
  • Customer Success, presence, 229, 230f
• Sentiment
  • Customer Health Scores metric, 147
  • score, 278
• Servant leaders, framework, 184
• Servant leadership
  • application, 182–189
  • impact, 189–190
• Services, 141
  • adoption health, 279
  • company sale, 148
  • Customer Service Manager (CSM), comparison, 291–292
  • Customer Success layers, 30–32
  • deployment-oriented services, 142
  • engagement, 284
  • health, 279
  • history, 142–143
  • identification, 209–210
  • impact, 31
  • organization, design, 144
  • quality issues, 283
  • questions, 94
  • reconciliation, 143–144
  • sales, driving, 144, 147–149
  • selling, 298
    • opportunities, identification, 209
• Shared goals, adoption, 122–123
• Shoshin, 224–225
• Siebel, Tom, 175–176
• Siemens, Customer Success, 24
• Siemens, Erin, 24
• Silos. See Customer Success
  • avoidance, See Customers,
    • feature adoption, 192–193
• Situations/patterns, bridge, 115–116
• Skok, David, 220
• Sloan, Steve, 115, 116
• SMB, 138, 145, 162, 223
  • customers, sale, 165f
  • expansion, 257
  • pyramid, 202f, 203f
• Smith, Dale, 219
• Social media, impact, 66
• Sodhi, Raj, 23
• Software
  • interface, inflexibility, 107
  • maturity, 264
  • products, problems, 106
  • tradition, 142
• Software as a Service (SaaS), 23, 61, 129, 336
  • business model, 13, 79
  • company, vice president (presence), 229
  • documents, filing, 49
  • example, 81
  • model (success), expansion (impact), 131–132
  • sales, 2
  • usage, 192
  • vendors
    • program creation, 17
    • time frame, 18
• Solution
  • design/scoping, 315
  • presentations, 305, 313–314
• Special (human-first product principle), 108, 109, 109f
• Specialization, 101
• Sponsor change, 50, 51
• Stakeholders
  • communication program, defining, 206–207
  • cross-stakeholder sale, 248
  • meetings, 96–97
• Standardization, 101
  • fragmentation, contrast, 232–233
• Starting point organization, defining, 199–201
• Startup scenario, 234
• Steinman, Dan, 46
• Strategic Advisory Board (SAB), usage, 98
• Strategic Advisory Services, 307
• Strategic thinking, 200
• Subject Matter Expert (SME) program, usage, 118
• Subscription-based company, sustaining, 18
• Success. See Customer Success
  • criteria, defining, 207
  • customer measurement, 16
• Summers, Marlene Lee, 152
• Support, 151, 210
  • career paths, 158
  • Customer Health Scores metric, 147
  • Customer Service Manager (CSM), comparison, 290
  • data, 205
  • evolution, 156
  • experience, problems, 283
  • frequency, 283
  • health, 279
  • labor, division, 152–153
  • questions, 94
  • R&D, collaboration, 157
  • representatives, CS candidates, 40
  • SME teams, impact, 155
  • teams
    • expansion, 298
    • proactive stance, 155–156
  • tickets, usage, 32
• Surveys. See Net Promoter Score
  • feedback, usage, 97
  • usage, 309
• Sustainable funding model, absence, 214
• System reimplementation, 174

• T
• Tableau Blueprint, 211
• Target, defining, 267
• Task orientation, 201
• Teammates, clients (equivalence), 182
• Teams. See Customer Success
  • development, 317
  • diversity
    • creation, 333–334
    • increase, Customer Success (impact), 335–337
  • hiring, 304
  • members, account management number (decision), 330–331
  • offsite, conducting, 342
  • training process, 326–328, 342
• Technical Account Management (TAM) service, 168
• Technical Account Manager, access, 266
• Technical architecture/demo, 314
• Technology
  • impact, 11, 104
  • needs, 174–175
  • treadmill, impact, 105
  • usage, 27, 298, 301
  • value, realization, 85
• Technology Services Industry Association (TSIA), 98, 142, 252, 260, 263, 272
• Tech-touch customer success management, 203
• Tech-touch strategy, expansion, 297–298
• Telemetry
  • product telemetry, 275
  • usage, 205
• Tenure, 285
  • CSM candidate quality, 222
• Third-party events, client meetings, 99
• Third Wave, The (Case), 21
• Tickets
  • deflection, 157–158
  • history, support (access), 205
  • prioritization, 210
• Time-based correlation, usage, 290
• Time horizon, differences, 243
• Timeline (Customer Health Scores metric), 146–147
• Time to value
  • generation, 144, 145–146
  • improvement, obsession, 18
• Title, mission conveyance, 232
• Topline financials, 341
• Total Cost of Ownership (TCO)
  • defining, 306–307
  • management, 310–312
• Transform stage, 72, 74
• Transparency (servant leader framework component), 184–185
• Trending, overdoing (avoidance), 289
• Trends, leveraging, 287
• Trusted advisor, CSM argument claim, 240, 241–242, 249
• TrustRadius reviews, usage, 59
• Try-and-buy customers, 12
• Tunguz, Tomasz, 51, 83

• U
• Updates, pace (acceleration), 177
• Upsell, 48, 163–164
  • consideration, 247–249
  • leads, 254
  • levers, 248
  • ownership, 234
  • rate, 271
  • revenue, adoption (equivalence), 245
  • size, 248
• Uptime, 283
• Urban, Tim, 317

• V
• Value
  • capture, CSM role, 168–169
  • customer achievement, 16
  • delivery, CSM role, 41, 112f, 247
  • driving, VoC (impact), 128
  • expansion, CSM role, 41
  • gaps, CSM role, 41, 167–168
• Vendors
  • customer-centric vendors, impact, 340
  • expansion, 276
    • scorecards, 280–281, 281f
  • intervention, 30
  • operations, improvement, 32
  • outcomes
    • scorecards, 277–279, 278f
  • partnership, 312
  • perspective, 8f
  • platform sales, 173
  • proactive stance, 151–152
  • research, 305, 307–308
  • responsibility/toolset, 135
  • risk, 276
    • scorecards, 279, 279f
  • viability, 312
  • vision, 312
• Venture-backed company, 336
• Venture capital (VC) firms
  • CS enjoyment, 82–84
  • PE firms, contrast, 84
• Vice President of Customer Success, hiring, 228–229
• Vinje, Nils, 319, 321
• Virtual customer success, product improvement/leveraging, 297
• Visibility, usage, 154–156
• Vision
  • setting, 69
  • vendor vision, 312
• Voice of the Customer (VOC), 125–128
  • blind spots, 127
  • customer outcome mapping, 127
  • Customer Success, differentiation, 126
  • impact, 128
  • program, components, 128
• Vulnerability (servant leader framework component), 184, 188
• Vulnerable (human-first product principle), 108, 109, 109f

• W
• Waste, reduction, 298
• White, Allyson, 80
• Word of mouth, generation, 60
• Workarounds, productization, 116–117
• Workflows, 308–309
  • optimization, 242

• Y
• Yard Club, Caterpillar acquisition, 25

• Z
• Zoom, product usage, 143