Summary of Wayne McCulloch's The Seven Pillars of Customer Success

By IRB Media

Please note: This is a companion version & not the original book.

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#1 When you’re a single mother, your grandparents are your guardians. In customer success, we want our customer success team to be self-sufficient. We want them to be able to navigate to a better place when things go wrong, and they should be prepared to find their way home. In this chapter, we’re going to start talking about the customer success tools and language you can use to help you get yourself out of whatever situation you find yourself in. You’re going to learn how customer success is different from other roles in the company, and you’re going to find out what it takes to become a customer success rockstar. -> In customer success, we want our customer success team to be self-sufficient.

#2 Customer success is about getting yourself out of whatever situation you find yourself in, and it involves both logo and revenue churn.

#3 Customer lifetime value is a metric that measures customer profitability. The breakeven point for a customer to start generating a profit is typically around the 18-month mark.

#4 Customer lifetime value is a metric that measures customer profitability. It takes into account both logo and revenue churn.

• Language: English
• Publisher: IRB Media
• Release date: Oct 7, 2022
• ISBN: 9798350039276

IRB Media

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Insights on Wayne McCulloch's The Seven Pillars of Customer Success

Contents

Insights from Chapter 1

Insights from Chapter 2

Insights from Chapter 3

Insights from Chapter 4

Insights from Chapter 5

Insights from Chapter 6

Insights from Chapter 7

Insights from Chapter 8

Insights from Chapter 9

Insights from Chapter 10

Insights from Chapter 11

Insights from Chapter 12

Insights from Chapter 13

Insights from Chapter 14

Insights from Chapter 15

Insights from Chapter 16

Insights from Chapter 17

Insights from Chapter 18

Insights from Chapter 19

Insights from Chapter 20

Insights from Chapter 1

#1

In customer success, we want our customer success team to be self-sufficient. When things are bleak, we want them to be able to navigate to a better place. They should be armed with the ability to find their way home, so that they can create the best experience for the customer.

#2

There are two types of churn. Logo churn occurs when a customer leaves and doesn't renew their subscription. Revenue churn occurs when a customer stays but pays you less. It can be because the customer no longer finds your product or service valuable.

#3

Reducing churn means higher profits. Customer lifetime value is a metric that measures customer profitability. The longer you keep a customer, the more profit they generate.

#4

Customer success is driven by value, and the better the value, the better the sales team is set up to close new business.

#5

Customer success professionals are not the owners of every interaction your customers have with your company, but they do have the responsibility to point out other areas of the company that aren’t living up to their promises or creating positive moments of truth for the customer.

#6

If you can create, find, and nurture advocates inside your customer base, marketing can amplify their voices via blogs, conferences, case studies, and references. Advocates are another asset that sales professionals can leverage to improve their sales process.

#7

The customer journey is the entire time a customer spends with you as a vendor. It is a path you have either researched or captured. Five of the seven pillars represent stages that happen along the journey, but they aren’t always linear.

#8

When you understand the journey from the customer’s perspective, you can relate to their painful experiences and potentially lessen the negative impact because you’re aware of the problem ahead of time.

#9

A churn journey map is a simple but effective way to identify where focus is needed to solve negative customer experiences. It makes it clear