Customer Success Center of Excellence (CS CoE)

Chitra Madhwacharyula and Shreesha Ramdas

Chapter Chapter 1 in Scaling Customer Success, 2023, pp 1-12 from Springer

Abstract: Abstract This chapter introduces the Customer Success Center of Excellence(CS CoE), its core and specialized functions, and examines the process of building one from scratch. It provides insights into the different phases involved in building the CS CoE and discusses the importance of aligning the company's culture, processes, and technology with the customer-centric approach. By building a robust and standardized customer success practice powered by a CS CoE, companies can scale their CS practices effectively to reduce churn, increase ARR, and foster customer loyalty, making them more competitive in today's market.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4842-9192-4_1

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DOI: 10.1007/978-1-4842-9192-4_1

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