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?