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Book of the Month2022-07-20T10:24:30+01:00

Book Of The Month

August 2022: Customer Success Mindset by Jyo Shukla

Unlock unlimited growth potential for your business using your biggest advocates: your customers.

Being a truly customer-centric organization goes beyond just having a customer success function. This book talks about some strategies that will help you adopt a company-wide customer-first mindset to fuel your growth.

“In her book, Jyo lays out what I believe is one of the clearest blueprints on how to design, execute, and benefit from a company-wide mindset of customer-led growth. Customer Success Mindset is a must-read for customer success leaders and other executives who aspire to deliver sustainable growth to the organizations.”

– Alex Farmer, VP of Customer Success, Cognite and Founder of Customer Excellence -The Customer Success Awards

Book Club Live Interview with Jyo Shukla

CONVERSATION AGENDA

PART 1
00:00 Introduction and about the book
06:33 Customer Centricity

PART 2
13:04 Customer Value is the “perceived worth”
16:52 Increase Retention, Increase Expansion, and Increase Advocacy – Asking the right questions for meaningful metrics

PART 3
21:33 Delivering value at scale

PART 4
32:51 Questions from the audience
Q1 Advice for breaking into CS for the first time
Q2 Gathering feedback from customers on a large scale, enabling CSMs to be the expert – thoughts on surveys
Q3 Renewal surveys (intent to renew)
Q4 Who owns renewals and the skills?
Q5 (Audience) Renewals and struggle with CS getting recognized – advice?

47:29 Wrap up

Advance praise for Customer Success Mindset

“This book captures the essence of customer-centricity, defining a clear path for businesses to bring continual value to customers throughout their customer success journey.”
– Dickey Singh, Founder and CEO, cast.app

“This is like a 5-star cookbook for Customer Success – it’s filled with recipes and the ingredients you need to create a value-filled journey for your customers.”
– Laura E. Beavin Yates, SVP of Customer Success, Immersion Neuroscience

Buy Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy by Jyo Shukla on Amazon.

Hardcover & Paperback

About the Author

Our author this month is Jyo Shukla

Award-winning SaaS leader and author of the book “Customer success mindset”. I have spent most of my career helping start-ups and enterprises across the globe build scalable, meaningful customer journeys and reap commercial benefits out of their customer-centric approach.

I am also an active mentor and volunteer for organizations supporting the professional development of migrant women in Australia, as well as diversity and inclusion in the workplace.

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forward to hearing from you!

All the very best to you from  the book club managers,

Jade, Claire, Gillian, and Rasika

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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

March/April 2022: The Startup’s Guide to Customer Success by Jennifer Chiang

Are you looking to start or grow a customer success team?

Customer success is no longer just for companies with large teams and resources. It’s a company mindset that can unlock the biggest opportunities in business. Customer success can help streamline experiences, grow product engagement and loyalty, and more importantly — retain business.

In The Startup’s Guide to Customer Success, Jennifer Chiang presents a guide on how to plan, execute, and grow your own customer success team and the actionable steps that you can take to champion the customer at your company.

Book Club live conversation with Jennifer Chiang

Part 1: Book writing process & CS not just for B2B
Part 2: Product Complexity & User Complexity Quizz
Part 3: When to start a CS function
Part 4: How to balance strategy & building everything else in CS
Part 5: Customer Journey & Customer Feedback
Part 6: Getting Buy-in from Executives for CS
Part 4: How to balance strategy & building everything else in CS

Learn insights such as:

* The four attributes Shreesha Ramdas, CEO and Co-Founder of Strikedeck, says are must-haves when hiring your first customer success team

* How Jamey Jeff, Managing Director of Customer Success Solutions at Coastal Cloud, reevaluated QBRs to derive more value for his customers with less work

* How Maranda Dziekonski, VP of Customer Success at Pared, manages her time wisely to not only get everything done, but fight fires and plan ahead

This book is for everyone from new customer success leaders, CEOs and VPs who want their company to be more customer-centric, to start-ups who are starting their own customer success teams.

Buy The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company by Jennifer Chiang on Amazon.

Paperback & e-book

About the Author

Our author this month is Jennifer Chiang

Jennifer Chiang is the CEO of DWDG Consulting and the Director of Customer Success at Yup Technologies, where she was the architect behind the customer success team.

She is deeply passionate about helping others by being a voice for those who don’t have a voice. From 2012 -2015, Jennifer interned and volunteered at the White House. She supported President Obama’s efforts to maintain dialogue with the American people by being on the front line of email, letter, and phone correspondence.

Jennifer graduated with honors from Georgetown University with a degree in International Political Economy, and a certificate in International Development. Currently, she is the digital content manager for Subconscious, a mental health non-profit organization. During her free time, she enjoys exploring the great outdoors, solving sudoku puzzles, and learning about the world around her.

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forward to hearing from you!

All the very best to you from  the book club managers,

Jade, Claire, Gillian, and Rasika

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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

February 2022: Customer Education by Adam Avramescu

Today’s software companies can’t afford to be passive with their customers. As software moves to the web and becomes more consumerized, software companies can only grow if their current customers renew and grow over time. Otherwise, those customers will leave, creating a “leaky bucket” of revenue.

So, what are smart, innovative companies doing before they end up with severe churn problems? Forward-thinking companies invest in Customer Education early as a way to drive customer growth and maximize lifetime value in a scalable way. Over time, this function has the potential to differentiate a company in the market.

Consider this book a survival guide to investing in a Customer Education function, including:

  • How to drive a Customer Education strategy across your customer lifecycle
  • Tips for creating killer content that will actually lead to customer performance
  • What tools to implement as part of your technology stack
  • Measurement strategies for improving your content and showing ROI
  • And more…

Interview with the Author

About the Author

Our author this month is Adam Avramescu

Adam Avramescu is a Customer Education leader with over 10 years of experience working with software companies across finance, marketing, HR, and other industries. Since starting his career as an instructional designer working with organizations ranging from Fortune 500 companies to higher-education and nonprofits, he has built and grown Customer Education programs for companies such as Optimizely, Kasasa, and Checkr.

In 2014, he started the Bay Area Customer Education Meetup, which currently has around 800 members. He also co-hosts the podcast CELab: The Customer Education Laboratory, and is active in speaking and writing about the role of Customer Education for modern technology companies.

Additional Content

Learn more about the book:

Learn More

Buy Customer Education by Adam Avramescu on Amazon.

Adam offers a 50% discount for the Kindle version of his book on Amazon from January 31 to February 7, 2022.

Paperback & e-book

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…

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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

January 2022: Customer-Led Growth by David Jackson

Successful B2B SaaS CEOs master a powerful dynamic; the link between value to customers and revenue for their company. This book, written by someone with first hand experience, unpacks the seven principles on which a true company-wide approach to customer focus is built. Questioning many of the concepts on which B2B SaaS companies have been built, the book provides practical advice and a sprinkling of philosophy to CEOs facing the challenge of building a customer-centric, growth-focused organisation.

“Customer Success books just keep coming. And that’s a good thing because the discipline is still young and constantly changing. David Jackson has added a gem to the collection with this insightful book. I always enjoy David’s view of the world because he’s actually gotten his hands dirty on this topic and is never afraid to challenge the status quo. Definitely a valuable read.”
Dan Steinman, Chief Evangelist, Gainsight

“If you’re a SaaS CEO or Founder you need to read this book, in fact you need to read this book if you’re not a SaaS CEO but you’re interested in making your organisation more customer focussed! Dave injects new thinking into organisational design and value delivery as well as introducing some new, and sometimes radical thinking. This book will challenge what you think you already know!”
Chris Mitchell, Chief Operating Officer, Intrado

About the Author

Our author this month is David Jackson

In 2000, following a varied career in industry, academia and consulting, David founded Clicktools, one of the UK’s first SaaS companies. As CEO he led the company through continuous organically funded growth and two liquidity transactions. David is now CEO of TheCustomer.Co, which helps B2B SaaS companies profitably win, satisfy, retain and grow their chosen customers better than the competition.

David is a recognised expert in customer focused organisations and was named as a Global Top 25 Customer Success Influencer in 2020. David works with B2B SaaS CEOs, executive teams and investors to deliver profitable growth through customer focus.

Here’s what the CEO of one of David’s customers has to say about his work:

“Dave’s experience and patience have been instrumental to the maturity of our organisation. While he works directly with the CS leadership team, the insight and perspective he brings me are just as important to our success. I’m sure he’ll do wonders for your organization.”

Michal Magdziarz, CEO, Deepcrawl

In the free time he is able to scrape together, David enjoys time with his family and pursuing his interest in food and wine. He has recently taken up watercolour painting, at which he needs much practice!

Interview with the Author

Additional Content

Buy Customer-Led Growth by David Jackson from Amazon.

Dave Jackson offers a 50% discount on the Kindle edition, which will be available at £4.99 instead of £9.99 (50% discount) from 17th to 24th January.

Paperback & e-book

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…

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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

If you don’t have a customer onboarding plan set up for your business, you’re losing customers and burning future revenues. It’s as simple as that.

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, Customer Success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. The reactive approach is a problem for your Customer Success teams, your revenues, and your customers.

Customer onboarding matters. More than you may think. A successful customer onboarding program results in more satisfied customer and employees, higher solution adoption, and increased customer lifetime value.

In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

Buy this book today and use its practical guidance and detailed templates to start building your own customer onboarding practice.

“Onboarding Matters provides an impactful framework as well as practical tips and valuable resources to perfect the art and science of a superior onboarding process. It’s a must read for anyone who cares about Customer Success.”

~ Ashvin Vaidyanathan, Chief Customer Officer, Gainsight

“Onboarding Matters, by Donna Weber, is the leading guide for anyone seeking to create a high-impact onboarding program. The book is a step-by-step blueprint for orchestrating Customer Success from day one. I always say that customer onboarding is the beginning of churn or success, and Donna’s book takes you through the why and the how. A must-read with clear examples and resources to apply to your organization.”

~ Emilia D’Anzica, Founder, Growth Molecules

Donna is providing 0.99$ discount on the eBook/Kindle version of her book for the first week of November (updated price is applied directly by the publisher).

Buy Now!

Interview with the Author

How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…

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Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

October 2021: The Customer Success Pioneer by Kellie Lucas

The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners – delighted, committed, and renewing – by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue, and growth, build a productive and balanced team, and excel as a Customer Success professional.

  • Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.
  • Are you a Customer Success Executive or making your way up the Customer Success ladder?
  • Do you want to transform churn into maximum recurring revenue and growth?
  • Are you looking for a clear route to an established framework?
  • Are you determined to be proactive, rather than constantly firefighting, with your customers?
  • Is your company invested in or implementing a customer-focused philosophy?

If you answered yes to any of these questions, this book is for you!

Interview with the Author

Our author this month is Kellie Lucas

The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners – delighted, committed, and renewing – by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue, and growth, build a productive and balanced team, and excel as a Customer Success professional.

Additional Content

Kellie Lucas author for the interview of the month provides a 20% discount to the community on her e-book and paperback of The Customer Success Pioneer.

For a 2 week period from October 25th (interview release date). Discount will be applied via links and these links will expire on October 8th.

Here are the links:

e-Book
Paperback

NB: No discount is possible for EU countries due to the new Brexit rules; these members may still purchase the book through local and online suppliers – unfortunately, they are unable to provide a discount mechanism through these alternate channels.

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…

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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

September 2021: The Practical CSM Framework: Manager’s Overview

This book provides Business Decision Makers and CS Leaders not just with an understanding of the core components of the Practical CSM Framework but also with an explanation for why frameworks are such powerful tools and detail of the specific context in which frameworks can be deployed by Customer Success teams. It is the companion book to its sister publication “Practical Customer Success Management: A best practice framework for rapid generation of customer success” which is aimed at CS Managers rather than CS leaders.

Interview with Rick Adams

Download for free from Practical CSM

Download Now

How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice.  Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Comment On This Book

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What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

June/July 2021: The Customer Success Economy by Nick Mehta and Allison Pickens

Our “Book of the Month” for June/July 2021 is The Customer Success Economy by Nick Mehta and Allison Pickens.

I’ve chosen this book because it’s only fairly recently been published – in fact it came out in June of 2020 – and also because it is written by perhaps two of the most influential individuals within the Customer Success profession to date, namely Nick Mehta, CEO of Gainsight, and Allison Pickens, formerly COO at Gainsight, and now an independent investor in B2B SaaS startups.

Back in 2014, Mehta co-wrote another book, simple titled Customer Success which proved o be one of or perhaps even the number one top selling book on the topic of Customer Success Management. This new book is a little different in that rather than addressing itself to the role of Customer Success Management it instead focuses upon the need for it, and hence the title The Customer Success Economy.

purchase this book
comment on the book
review this book
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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice.  Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Purchase This Book

TitleThe Customer Success Economy
Author/sNick Mehta | Allison Pickens
PublisherWiley
Date PublishedJune 2020
No. of Pages360
ISBN / ASINASIN B087137K2K
Purchase USAmazon US
Purchase UKAmazon UK

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Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

June/July 2021: The Customer Success Economy by Nick Mehta and Allison Pickens

Our “Book of the Month” for June/July 2021 is The Customer Success Economy by Nick Mehta and Allison Pickens.

I’ve chosen this book because it’s only fairly recently been published – in fact it came out in June of 2020 – and also because it is written by perhaps two of the most influential individuals within the Customer Success profession to date, namely Nick Mehta, CEO of Gainsight, and Allison Pickens, formerly COO at Gainsight, and now an independent investor in B2B SaaS startups.

Back in 2014, Mehta co-wrote another book, simple titled Customer Success which proved o be one of or perhaps even the number one top selling book on the topic of Customer Success Management. This new book is a little different in that rather than addressing itself to the role of Customer Success Management it instead focuses upon the need for it, and hence the title The Customer Success Economy.

purchase this book
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How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice.  Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Purchase This Book

TitleThe Customer Success Economy
Author/sNick Mehta | Allison Pickens
PublisherWiley
Date PublishedJune 2020
No. of Pages360
ISBN / ASINASIN B087137K2K
Purchase USAmazon US
Purchase UKAmazon UK

Comment On This Book

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  • You must be logged in to reply to this topic.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks

Book Of The Month

August 2021: The Seven Pillars of Customer Success by Wayne McCulloch

This month’s book will be The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch. Published just this year in April 2021, this book was launched to much success and critical acclaim.  

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 read 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.

Interview with the Author

Our author this month is Wayne McCulloch

Wayne is a senior executive with experience across all aspects of the Customer Experience (CX) Journey including onboarding, adoption, retention, expansion and advocacy. Wayne has been directly responsible for customer success teams, customer support teams, internal/external training/enablement and certification teams, voice of the customer teams, services teams, online customer community sites, and license renewals teams for SaaS businesses (both public and private). He is currently responsible for Customer Success of the entire Google Clouds SaaS portfolio including Workspace (formally GSuite), Looker, Apigee and Chronicle.

FREE PRIZE DRAW WINNERS!

Wayne had been kind enough to offer a prize of up to five books to give away in our prize draw – one for each region, including N America, S&C America, EMEAR, Middle East/India and Far East/Australia. In the end, we only received questions from the N America and the EMEAR regions, so we have two winners. We’ve asked Wayne to randomly select someone from each region from the list of those who submitted their questions to us, and the winners are:

Antoinet Van Dalen – France

Oliver Plane – Switzerland

Congratulations to you both, we will be contacting you for your address information so we can send the books on to you.

Additional Content

Jade’s Thoughts 

The article below is Jade’s own impression of the book and includes the key takeaways that she got from reading it. 

Have a read of what she’s written and use the discussion forum box below to write in to let us know whether you agree or disagree with what she thinks about this month’s “Book of the Month” and also tell us your thoughts. Did you like the book? What lessons will you apply within your own CS practice?

My Impressions of “The Seven Pillars of Customer Success

The Seven Pillars of Customer Success– A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch.

This month’s “Book of the Month” attracted me specifically because its “seven pillars” perfectly match the way I view and explain or talk about and apply customer success– indeed the pillars are what appealed to me first and made me want to read it.

The book was published in April 2021 – and in May I had already seen a lot of posts on LinkedIn praising the author about this jewel of knowledge, so I decided to give it a try, once I started in I found I couldn’t put the book down!

It is well written, easy to read and the framework is adaptable to any company and strategy. As mentioned in the title, it is a proven framework; since not only the author Wayne McCulloch who is one of the profession’s thought leaders, a top 100 Customer Success Strategist, and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles has applied it within companies like Salesforce and lately Google Cloud, but I like how other industry thought leaders have shared how they have successfully applied it as well in their own companies.

Finally, there’s a lot in there, but one of my key takeaways is to never forget to explain how operationalization is important, and that it is the first pillar of a well-defined customer success strategy.

And you? What attracted you to select this book in the first place? And having read it, what do you think of the book now?

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…

     &     

Viewing 3 posts - 1 through 3 (of 3 total)
  • Author
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    Keymaster
    Post count: 14

    Welcome to our Book Review for August 2021. If you have read or are interested in our Book of the Month “The Seven Pillars of Customer Success” we’d love to hear from you. Please feel free to write us a question or tell us your opinion or observation about the book.

    Marek Malinowski
    Keymaster
    Post count: 3

    This is a very practical book which I highly recommend to any Customer Success professional who wants a simple, but powerful methodology for Customer Success Implementation.

    Rick Adams
    Keymaster
    Post count: 10

    Hi everyone I am pleased and proud for us to be hosting Wayne McCulloch’s “Seven Pillars of Customer Success” for our August “Book of the Month”. I would be very interested to know if anyone has been deploying Customer Success based upon these seven pillars, and if so, please do tell us all how it has been going for you…

Viewing 3 posts - 1 through 3 (of 3 total)
  • You must be logged in to reply to this topic.

How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice.  Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

Please login below to nominate a book. Thanks