Wayne Ball: This is a three year journey for me, definitely a labor of love. The reason I did the book initially was because I pivoted into customer success after spending nearly two decades in training and education in B2B software companies. People keep asking me, what does customer success do? What value do you bring? Like you get these same questions from all different organizations and people. And so the book was originally written for me to solve my problem that I couldn't work out how to make this really efficient and be effective.
This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success.
Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer experience.
With some practical examples, Wayne shares how companies who build for success through optimizing processes internally while still focusing on the customer's definition of success create the most impactful experiences.
Connect with Wayne
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