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The Seven Pillars of Customer Success

A Proven Framework to Drive Impactful Client Outcomes for Your Company

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The Seven Pillars of Customer Success

By: Wayne McCulloch
Narrated by: Nick Hardcastle
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As a customer success leader, whose insight do you rely on for success?

Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust?

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you’ll learn about detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective — this book provides both, and more.

©2021 Wayne McCulloch (P)2021 Wayne McCulloch Consumer Behavior & Market Research Customer Service Marketing & Sales Marketing Success Business Customer Success
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So many takeaways and tons of actionable insights for anyone in the customer success world.

Great for customer success

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I loved it. It made sense when you’re actually working as a CSM on a daily basis.

Easy to apply immediately

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I’ve been a CSM for 2 years now and I wish I had read this book earlier.

Amazing learning resource

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Customer Success is an organizational imperative. When delegated to a departmental function, Customer Success ends up being a catch-all for the shortcomings of the rest of the company and ironically is rarely about the customer and even less about their success.

Wayne does an excellent job at laying out the case for Customer Success as a philosophy and not just a departmental function. There is a ton practical information that a Customer Success leader can operationalize immediately.

The 7 1/2 pillars of Customer Success should be the outline for every Customer Success organization.

Amust-read for every Customer Success leader

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I really loved this book. The way that it is laid out is perfect and it’s easy to apply to the company in which you work at. It evokes thinking about things differently which is exactly what is needed

WOW - Actionable Steps

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