There are so many nuggets in Kellie Lucas’s book, “The Customer Success Pioneer: The First 12 Months of Your Journey to Growth.” I didn’t know where to start. So I just made a list of things from her book that I wanted to talk about.
The list looked something like this…
You wrote this at the beginning: "This book will walk you through the first months of establishing a customer success function and philosophy which works in alignment with the rest of your organization’s teams to maximize your revenue growth engine …… your customer portfolio."
We put customer success in because a VC told us to do it.
Not seen as revenue target, but Customer Success should own revenue (gross and net retention rate) and track CAC AND CRC.
Theme of the book: Their success = your success AND Customer growth = Revenue growth
Your graphs in the book: Customer Success Inputs, Customer Success Processes, Customer Success Outputs.
The key to success is understanding your customer’s reason for buying and using your service.
The reasons why your customers buy your product is intrinsically linked to their required business outcomes.
MOST PROFOUND STATEMENT IN THE BOOK: "After all, we know that one of the major indicators of a failing project is a lack of adoption.
A lot of customer success programs are based on driving usage and consistent adoption, as a foundational route, to deliver the outcomes and success for which we’re looking.
CS Ops was Kellie’s first hire.
Why they bought your software?
Ask them how they will know if it’s working? I asked her about all of these things.
More about Kellie:
On Linkedin: https://www.linkedin.com/in/kellielucas/
On Twitter: https://twitter.com/thecspioneer
171 Kellie Lucas The Customer Success Pioneer