Designing Customer Success for Scale

Chitra Madhwacharyula and Shreesha Ramdas

Chapter Chapter 7 in Scaling Customer Success, 2023, pp 147-181 from Springer

Abstract: Abstract A mid-size IT company was dealing with stagnating growth of revenues from its biggest customers. Many of those customers were not happy. They would have switched to a competitor at the first opportunity. The main things holding them back were the significant cost of switching to a competitor and certain differentiating product features that they liked. To deal with this situation, the company introduced a Customer Success (CS) practice to focus solely on increasing the engagement and improving the experience of these top customers. Once that goal was achieved, the company decided to expand the footprint of CS to the rest of its customers. The challenge was, how much to invest to scale Customer Success, where to start, which areas to focus on, and how to do it properly. In this chapter, we explore what is required to build a Customer Success practice designed for scale, and driven by a digital-touch approach.

Date: 2023
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DOI: 10.1007/978-1-4842-9192-4_7

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