Digital Customer Success: Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Newark
John Wiley & Sons, Incorporated
2024
|
| Ausgabe: | 1st ed |
| Schlagworte: | |
| Online-Zugang: | DE-2070s |
| Beschreibung: | Description based on publisher supplied metadata and other sources |
| Beschreibung: | 1 Online-Ressource (238 Seiten) |
| ISBN: | 9781394205899 |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV049875488 | ||
| 003 | DE-604 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 240919s2024 xx o|||| 00||| eng d | ||
| 020 | |a 9781394205899 |9 978-1-394-20589-9 | ||
| 035 | |a (ZDB-30-PQE)EBC31317903 | ||
| 035 | |a (ZDB-30-PAD)EBC31317903 | ||
| 035 | |a (ZDB-89-EBL)EBL31317903 | ||
| 035 | |a (OCoLC)1432601680 | ||
| 035 | |a (DE-599)BVBBV049875488 | ||
| 040 | |a DE-604 |b ger |e rda | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-2070s | ||
| 082 | 0 | |a 658.8120285 | |
| 084 | |a QP 620 |0 (DE-625)141911: |2 rvk | ||
| 100 | 1 | |a Mehta, Nick |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Digital Customer Success |b Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| 250 | |a 1st ed | ||
| 264 | 1 | |a Newark |b John Wiley & Sons, Incorporated |c 2024 | |
| 264 | 4 | |c ©2024 | |
| 300 | |a 1 Online-Ressource (238 Seiten) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 500 | |a Description based on publisher supplied metadata and other sources | ||
| 505 | 8 | |a Cover -- Title Page -- Copyright Page -- Contents -- Foreword -- Chapter 1 The High-Speed Evolution of Customer Success -- The Human vs. Digital Dilemma -- How We Got Here -- From Churn Busters to Revenue Boosters -- CS Has Become a Company-Wide Imperative -- Escape from the Twilight Zone -- The Peloton Paradigm -- The Time Has Come for CS to Reinvent Itself -- Summary -- Chapter 2 Durable Business Strategies to Fuel Long-Term Success -- CS Is a Durable Growth Engine -- Strategy #1: Avoid Surprises -- Strategy #2: Scale through Digital CS -- Strategy #3: Keep the Customer in Customer Success -- Strategy #4: Go on Offense -- Strategy #5: Grow Through Your Product -- Strategy #6: Be Human-First -- Make Customers the Center of Your Universe -- Summary -- Chapter 3 Digital Customer Success Is a Strategic Program -- The Quest to Scale and Improve Value -- From Tech Touch to Bionic CSMs -- Digital CS Defined -- Integrating Digital CE with Digital CS -- Launch Your CS Program with Digital -- Your Community as a Third Place -- Where Are You on the Spectrum? -- Testing Your Digital CS Program -- Summary -- Chapter 4 The Digital Customer Success Maturity Model -- The Three P's of Digital CS Success -- Proactive Phase: Get Customers to Self-Serve -- Personalized Phase: Get the Right Information to the Right Person -- Predictive Phase: Get Customers to Value Faster -- You Can Occupy Multiple Levels of Maturity -- Okta's Journey to Digital Maturity -- Chapter 5 Launching the Proactive Phase of Your Digital CS Program -- Self-Service Enablement -- Four Steps to Better Self Service -- Unqork Uncorks the Power of a Customer Hub -- One-to-Many Customer Communications -- You Don't Build a Relationship with an Inbox -- Digital-Led Onboarding -- Digital-Led Onboarding: Best Practices from Samsara -- Ongoing Education and Engagement -- Summary | |
| 505 | 8 | |a Chapter 6 Evolving to the Personalized Phase -- Closed-Loop Feedback Programs -- What Problem Are You Trying to Solve? -- Automated Advocacy Programs -- Prescriptive Adoption Journeys -- Strangers in a Strange Land -- Summary -- Chapter 7 Evolving to the Predictive Phase -- AI-Driven Risk Management -- Programmatic Value Realization -- Optimized Expansion Selling -- The Role of AI-Today and Tomorrow -- Summary -- Chapter 8 Launching Your First Digital Initiative -- Choose a Single Life Cycle Moment -- Measuring Impact -- Choose a Leading (Not a Lagging) Indicator -- Pick a Milestone That Matters Most to You -- Keep It Simple -- Beware of Scope Creep -- Which Customers and Personas? -- Use Different Channels -- Choose Channels Best Suited for the Target Audience -- Keep an Eye on Your Bandwidth -- Strive for Runaway Accretion -- Ready to Scale? -- Meet Your Customers Where They Are -- Summary -- Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration -- Cross-Functional Collaboration Gathers Steam -- Collaborating through a Digital CS Programs Team -- The Elements of Effective Collaboration -- Appoint a Dedicated Leader -- Getting Executive Buy-in -- Share Your Results with Everyone -- CS Technology and Data -- Share Your Data -- No Excuses -- Summary -- Chapter 10 Optimizing Your Digital Toolkit -- Community/Customer Hub -- Determine Your Goals and Priorities and Then Map Them to Community Use Cases -- Too Much of a Good Thing Can Produce a Disjointed CX -- Know Your Audience and Key Personas -- Prime the Pump -- Reflect Your Culture and Values -- Examine Your Ecosystem -- Compile Your Learnings into a Community Strategy and Action Plan -- Strive to Develop Human Connections -- Consider Driving Prospects and At-Risk Customers to Community -- Automated Email and In-App Messaging -- CS Journey Automation | |
| 505 | 8 | |a Amplify Human Voices -- When Choosing Channels, Consider the Persona and Life Cycle Moment of the User -- Target Your Messaging Based on Usage, Behavior, and Health Data -- Throttle to Avoid Spamming Customers -- Employ a Knowledge Center Bot to Keep Users from Having to Leave the Product -- Avoid Interrupting Key Workflows with In-App Messages -- Avoid Blatantly Self-Serving Communications -- View Email and In App in Tandem -- Summary -- Chapter 11 The Ability to Be More Human -- Digital CS Is About Building Customer Loyalty -- Do More with Less by Reinventing Your Organization -- From Science Fiction to CS Fact -- Digital Enables a More Human Experience -- Acknowledgments -- About the Authors -- Notes -- Index -- EULA. | |
| 650 | 0 | 7 | |a Beziehungsmarketing |0 (DE-588)4789127-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Digitalisierung |0 (DE-588)4123065-6 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Erfolgsfaktor |0 (DE-588)4197034-2 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Beziehungsmarketing |0 (DE-588)4789127-0 |D s |
| 689 | 0 | 1 | |a Digitalisierung |0 (DE-588)4123065-6 |D s |
| 689 | 0 | 2 | |a Erfolgsfaktor |0 (DE-588)4197034-2 |D s |
| 689 | 0 | 3 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a Capote, Kellie |e Sonstige |4 oth | |
| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |a Mehta, Nick |t Digital Customer Success |d Newark : John Wiley & Sons, Incorporated,c2024 |z 9781394205875 |
| 912 | |a ZDB-30-PQE | ||
| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-035214946 | |
| 966 | e | |u https://ebookcentral.proquest.com/lib/hwr/detail.action?docID=31317903 |l DE-2070s |p ZDB-30-PQE |q HWR_PDA_PQE |x Aggregator |3 Volltext | |
Datensatz im Suchindex
| _version_ | 1820882938769702912 |
|---|---|
| adam_text | |
| any_adam_object | |
| author | Mehta, Nick |
| author_facet | Mehta, Nick |
| author_role | aut |
| author_sort | Mehta, Nick |
| author_variant | n m nm |
| building | Verbundindex |
| bvnumber | BV049875488 |
| classification_rvk | QP 620 |
| collection | ZDB-30-PQE |
| contents | Cover -- Title Page -- Copyright Page -- Contents -- Foreword -- Chapter 1 The High-Speed Evolution of Customer Success -- The Human vs. Digital Dilemma -- How We Got Here -- From Churn Busters to Revenue Boosters -- CS Has Become a Company-Wide Imperative -- Escape from the Twilight Zone -- The Peloton Paradigm -- The Time Has Come for CS to Reinvent Itself -- Summary -- Chapter 2 Durable Business Strategies to Fuel Long-Term Success -- CS Is a Durable Growth Engine -- Strategy #1: Avoid Surprises -- Strategy #2: Scale through Digital CS -- Strategy #3: Keep the Customer in Customer Success -- Strategy #4: Go on Offense -- Strategy #5: Grow Through Your Product -- Strategy #6: Be Human-First -- Make Customers the Center of Your Universe -- Summary -- Chapter 3 Digital Customer Success Is a Strategic Program -- The Quest to Scale and Improve Value -- From Tech Touch to Bionic CSMs -- Digital CS Defined -- Integrating Digital CE with Digital CS -- Launch Your CS Program with Digital -- Your Community as a Third Place -- Where Are You on the Spectrum? -- Testing Your Digital CS Program -- Summary -- Chapter 4 The Digital Customer Success Maturity Model -- The Three P's of Digital CS Success -- Proactive Phase: Get Customers to Self-Serve -- Personalized Phase: Get the Right Information to the Right Person -- Predictive Phase: Get Customers to Value Faster -- You Can Occupy Multiple Levels of Maturity -- Okta's Journey to Digital Maturity -- Chapter 5 Launching the Proactive Phase of Your Digital CS Program -- Self-Service Enablement -- Four Steps to Better Self Service -- Unqork Uncorks the Power of a Customer Hub -- One-to-Many Customer Communications -- You Don't Build a Relationship with an Inbox -- Digital-Led Onboarding -- Digital-Led Onboarding: Best Practices from Samsara -- Ongoing Education and Engagement -- Summary Chapter 6 Evolving to the Personalized Phase -- Closed-Loop Feedback Programs -- What Problem Are You Trying to Solve? -- Automated Advocacy Programs -- Prescriptive Adoption Journeys -- Strangers in a Strange Land -- Summary -- Chapter 7 Evolving to the Predictive Phase -- AI-Driven Risk Management -- Programmatic Value Realization -- Optimized Expansion Selling -- The Role of AI-Today and Tomorrow -- Summary -- Chapter 8 Launching Your First Digital Initiative -- Choose a Single Life Cycle Moment -- Measuring Impact -- Choose a Leading (Not a Lagging) Indicator -- Pick a Milestone That Matters Most to You -- Keep It Simple -- Beware of Scope Creep -- Which Customers and Personas? -- Use Different Channels -- Choose Channels Best Suited for the Target Audience -- Keep an Eye on Your Bandwidth -- Strive for Runaway Accretion -- Ready to Scale? -- Meet Your Customers Where They Are -- Summary -- Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration -- Cross-Functional Collaboration Gathers Steam -- Collaborating through a Digital CS Programs Team -- The Elements of Effective Collaboration -- Appoint a Dedicated Leader -- Getting Executive Buy-in -- Share Your Results with Everyone -- CS Technology and Data -- Share Your Data -- No Excuses -- Summary -- Chapter 10 Optimizing Your Digital Toolkit -- Community/Customer Hub -- Determine Your Goals and Priorities and Then Map Them to Community Use Cases -- Too Much of a Good Thing Can Produce a Disjointed CX -- Know Your Audience and Key Personas -- Prime the Pump -- Reflect Your Culture and Values -- Examine Your Ecosystem -- Compile Your Learnings into a Community Strategy and Action Plan -- Strive to Develop Human Connections -- Consider Driving Prospects and At-Risk Customers to Community -- Automated Email and In-App Messaging -- CS Journey Automation Amplify Human Voices -- When Choosing Channels, Consider the Persona and Life Cycle Moment of the User -- Target Your Messaging Based on Usage, Behavior, and Health Data -- Throttle to Avoid Spamming Customers -- Employ a Knowledge Center Bot to Keep Users from Having to Leave the Product -- Avoid Interrupting Key Workflows with In-App Messages -- Avoid Blatantly Self-Serving Communications -- View Email and In App in Tandem -- Summary -- Chapter 11 The Ability to Be More Human -- Digital CS Is About Building Customer Loyalty -- Do More with Less by Reinventing Your Organization -- From Science Fiction to CS Fact -- Digital Enables a More Human Experience -- Acknowledgments -- About the Authors -- Notes -- Index -- EULA. |
| ctrlnum | (ZDB-30-PQE)EBC31317903 (ZDB-30-PAD)EBC31317903 (ZDB-89-EBL)EBL31317903 (OCoLC)1432601680 (DE-599)BVBBV049875488 |
| dewey-full | 658.8120285 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8120285 |
| dewey-search | 658.8120285 |
| dewey-sort | 3658.8120285 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1st ed |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>00000nam a2200000zc 4500</leader><controlfield tag="001">BV049875488</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">240919s2024 xx o|||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781394205899</subfield><subfield code="9">978-1-394-20589-9</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-30-PQE)EBC31317903</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-30-PAD)EBC31317903</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-89-EBL)EBL31317903</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)1432601680</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV049875488</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rda</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-2070s</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8120285</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Mehta, Nick</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Digital Customer Success</subfield><subfield code="b">Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">1st ed</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Newark</subfield><subfield code="b">John Wiley & Sons, Incorporated</subfield><subfield code="c">2024</subfield></datafield><datafield tag="264" ind1=" " ind2="4"><subfield code="c">©2024</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (238 Seiten)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Description based on publisher supplied metadata and other sources</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Cover -- Title Page -- Copyright Page -- Contents -- Foreword -- Chapter 1 The High-Speed Evolution of Customer Success -- The Human vs. Digital Dilemma -- How We Got Here -- From Churn Busters to Revenue Boosters -- CS Has Become a Company-Wide Imperative -- Escape from the Twilight Zone -- The Peloton Paradigm -- The Time Has Come for CS to Reinvent Itself -- Summary -- Chapter 2 Durable Business Strategies to Fuel Long-Term Success -- CS Is a Durable Growth Engine -- Strategy #1: Avoid Surprises -- Strategy #2: Scale through Digital CS -- Strategy #3: Keep the Customer in Customer Success -- Strategy #4: Go on Offense -- Strategy #5: Grow Through Your Product -- Strategy #6: Be Human-First -- Make Customers the Center of Your Universe -- Summary -- Chapter 3 Digital Customer Success Is a Strategic Program -- The Quest to Scale and Improve Value -- From Tech Touch to Bionic CSMs -- Digital CS Defined -- Integrating Digital CE with Digital CS -- Launch Your CS Program with Digital -- Your Community as a Third Place -- Where Are You on the Spectrum? -- Testing Your Digital CS Program -- Summary -- Chapter 4 The Digital Customer Success Maturity Model -- The Three P's of Digital CS Success -- Proactive Phase: Get Customers to Self-Serve -- Personalized Phase: Get the Right Information to the Right Person -- Predictive Phase: Get Customers to Value Faster -- You Can Occupy Multiple Levels of Maturity -- Okta's Journey to Digital Maturity -- Chapter 5 Launching the Proactive Phase of Your Digital CS Program -- Self-Service Enablement -- Four Steps to Better Self Service -- Unqork Uncorks the Power of a Customer Hub -- One-to-Many Customer Communications -- You Don't Build a Relationship with an Inbox -- Digital-Led Onboarding -- Digital-Led Onboarding: Best Practices from Samsara -- Ongoing Education and Engagement -- Summary</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Chapter 6 Evolving to the Personalized Phase -- Closed-Loop Feedback Programs -- What Problem Are You Trying to Solve? -- Automated Advocacy Programs -- Prescriptive Adoption Journeys -- Strangers in a Strange Land -- Summary -- Chapter 7 Evolving to the Predictive Phase -- AI-Driven Risk Management -- Programmatic Value Realization -- Optimized Expansion Selling -- The Role of AI-Today and Tomorrow -- Summary -- Chapter 8 Launching Your First Digital Initiative -- Choose a Single Life Cycle Moment -- Measuring Impact -- Choose a Leading (Not a Lagging) Indicator -- Pick a Milestone That Matters Most to You -- Keep It Simple -- Beware of Scope Creep -- Which Customers and Personas? -- Use Different Channels -- Choose Channels Best Suited for the Target Audience -- Keep an Eye on Your Bandwidth -- Strive for Runaway Accretion -- Ready to Scale? -- Meet Your Customers Where They Are -- Summary -- Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration -- Cross-Functional Collaboration Gathers Steam -- Collaborating through a Digital CS Programs Team -- The Elements of Effective Collaboration -- Appoint a Dedicated Leader -- Getting Executive Buy-in -- Share Your Results with Everyone -- CS Technology and Data -- Share Your Data -- No Excuses -- Summary -- Chapter 10 Optimizing Your Digital Toolkit -- Community/Customer Hub -- Determine Your Goals and Priorities and Then Map Them to Community Use Cases -- Too Much of a Good Thing Can Produce a Disjointed CX -- Know Your Audience and Key Personas -- Prime the Pump -- Reflect Your Culture and Values -- Examine Your Ecosystem -- Compile Your Learnings into a Community Strategy and Action Plan -- Strive to Develop Human Connections -- Consider Driving Prospects and At-Risk Customers to Community -- Automated Email and In-App Messaging -- CS Journey Automation</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Amplify Human Voices -- When Choosing Channels, Consider the Persona and Life Cycle Moment of the User -- Target Your Messaging Based on Usage, Behavior, and Health Data -- Throttle to Avoid Spamming Customers -- Employ a Knowledge Center Bot to Keep Users from Having to Leave the Product -- Avoid Interrupting Key Workflows with In-App Messages -- Avoid Blatantly Self-Serving Communications -- View Email and In App in Tandem -- Summary -- Chapter 11 The Ability to Be More Human -- Digital CS Is About Building Customer Loyalty -- Do More with Less by Reinventing Your Organization -- From Science Fiction to CS Fact -- Digital Enables a More Human Experience -- Acknowledgments -- About the Authors -- Notes -- Index -- EULA.</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Beziehungsmarketing</subfield><subfield code="0">(DE-588)4789127-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Digitalisierung</subfield><subfield code="0">(DE-588)4123065-6</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Erfolgsfaktor</subfield><subfield code="0">(DE-588)4197034-2</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Beziehungsmarketing</subfield><subfield code="0">(DE-588)4789127-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Digitalisierung</subfield><subfield code="0">(DE-588)4123065-6</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Erfolgsfaktor</subfield><subfield code="0">(DE-588)4197034-2</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="3"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Capote, Kellie</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Druck-Ausgabe</subfield><subfield code="a">Mehta, Nick</subfield><subfield code="t">Digital Customer Success</subfield><subfield code="d">Newark : John Wiley & Sons, Incorporated,c2024</subfield><subfield code="z">9781394205875</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-30-PQE</subfield></datafield><datafield tag="943" ind1="1" ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-035214946</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://ebookcentral.proquest.com/lib/hwr/detail.action?docID=31317903</subfield><subfield code="l">DE-2070s</subfield><subfield code="p">ZDB-30-PQE</subfield><subfield code="q">HWR_PDA_PQE</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV049875488 |
| illustrated | Not Illustrated |
| indexdate | 2025-01-10T17:14:51Z |
| institution | BVB |
| isbn | 9781394205899 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-035214946 |
| oclc_num | 1432601680 |
| open_access_boolean | |
| owner | DE-2070s |
| owner_facet | DE-2070s |
| physical | 1 Online-Ressource (238 Seiten) |
| psigel | ZDB-30-PQE ZDB-30-PQE HWR_PDA_PQE |
| publishDate | 2024 |
| publishDateSearch | 2024 |
| publishDateSort | 2024 |
| publisher | John Wiley & Sons, Incorporated |
| record_format | marc |
| spelling | Mehta, Nick Verfasser aut Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth 1st ed Newark John Wiley & Sons, Incorporated 2024 ©2024 1 Online-Ressource (238 Seiten) txt rdacontent c rdamedia cr rdacarrier Description based on publisher supplied metadata and other sources Cover -- Title Page -- Copyright Page -- Contents -- Foreword -- Chapter 1 The High-Speed Evolution of Customer Success -- The Human vs. Digital Dilemma -- How We Got Here -- From Churn Busters to Revenue Boosters -- CS Has Become a Company-Wide Imperative -- Escape from the Twilight Zone -- The Peloton Paradigm -- The Time Has Come for CS to Reinvent Itself -- Summary -- Chapter 2 Durable Business Strategies to Fuel Long-Term Success -- CS Is a Durable Growth Engine -- Strategy #1: Avoid Surprises -- Strategy #2: Scale through Digital CS -- Strategy #3: Keep the Customer in Customer Success -- Strategy #4: Go on Offense -- Strategy #5: Grow Through Your Product -- Strategy #6: Be Human-First -- Make Customers the Center of Your Universe -- Summary -- Chapter 3 Digital Customer Success Is a Strategic Program -- The Quest to Scale and Improve Value -- From Tech Touch to Bionic CSMs -- Digital CS Defined -- Integrating Digital CE with Digital CS -- Launch Your CS Program with Digital -- Your Community as a Third Place -- Where Are You on the Spectrum? -- Testing Your Digital CS Program -- Summary -- Chapter 4 The Digital Customer Success Maturity Model -- The Three P's of Digital CS Success -- Proactive Phase: Get Customers to Self-Serve -- Personalized Phase: Get the Right Information to the Right Person -- Predictive Phase: Get Customers to Value Faster -- You Can Occupy Multiple Levels of Maturity -- Okta's Journey to Digital Maturity -- Chapter 5 Launching the Proactive Phase of Your Digital CS Program -- Self-Service Enablement -- Four Steps to Better Self Service -- Unqork Uncorks the Power of a Customer Hub -- One-to-Many Customer Communications -- You Don't Build a Relationship with an Inbox -- Digital-Led Onboarding -- Digital-Led Onboarding: Best Practices from Samsara -- Ongoing Education and Engagement -- Summary Chapter 6 Evolving to the Personalized Phase -- Closed-Loop Feedback Programs -- What Problem Are You Trying to Solve? -- Automated Advocacy Programs -- Prescriptive Adoption Journeys -- Strangers in a Strange Land -- Summary -- Chapter 7 Evolving to the Predictive Phase -- AI-Driven Risk Management -- Programmatic Value Realization -- Optimized Expansion Selling -- The Role of AI-Today and Tomorrow -- Summary -- Chapter 8 Launching Your First Digital Initiative -- Choose a Single Life Cycle Moment -- Measuring Impact -- Choose a Leading (Not a Lagging) Indicator -- Pick a Milestone That Matters Most to You -- Keep It Simple -- Beware of Scope Creep -- Which Customers and Personas? -- Use Different Channels -- Choose Channels Best Suited for the Target Audience -- Keep an Eye on Your Bandwidth -- Strive for Runaway Accretion -- Ready to Scale? -- Meet Your Customers Where They Are -- Summary -- Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration -- Cross-Functional Collaboration Gathers Steam -- Collaborating through a Digital CS Programs Team -- The Elements of Effective Collaboration -- Appoint a Dedicated Leader -- Getting Executive Buy-in -- Share Your Results with Everyone -- CS Technology and Data -- Share Your Data -- No Excuses -- Summary -- Chapter 10 Optimizing Your Digital Toolkit -- Community/Customer Hub -- Determine Your Goals and Priorities and Then Map Them to Community Use Cases -- Too Much of a Good Thing Can Produce a Disjointed CX -- Know Your Audience and Key Personas -- Prime the Pump -- Reflect Your Culture and Values -- Examine Your Ecosystem -- Compile Your Learnings into a Community Strategy and Action Plan -- Strive to Develop Human Connections -- Consider Driving Prospects and At-Risk Customers to Community -- Automated Email and In-App Messaging -- CS Journey Automation Amplify Human Voices -- When Choosing Channels, Consider the Persona and Life Cycle Moment of the User -- Target Your Messaging Based on Usage, Behavior, and Health Data -- Throttle to Avoid Spamming Customers -- Employ a Knowledge Center Bot to Keep Users from Having to Leave the Product -- Avoid Interrupting Key Workflows with In-App Messages -- Avoid Blatantly Self-Serving Communications -- View Email and In App in Tandem -- Summary -- Chapter 11 The Ability to Be More Human -- Digital CS Is About Building Customer Loyalty -- Do More with Less by Reinventing Your Organization -- From Science Fiction to CS Fact -- Digital Enables a More Human Experience -- Acknowledgments -- About the Authors -- Notes -- Index -- EULA. Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Digitalisierung (DE-588)4123065-6 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Erfolgsfaktor (DE-588)4197034-2 gnd rswk-swf Beziehungsmarketing (DE-588)4789127-0 s Digitalisierung (DE-588)4123065-6 s Erfolgsfaktor (DE-588)4197034-2 s Kundenmanagement (DE-588)4236865-0 s DE-604 Capote, Kellie Sonstige oth Erscheint auch als Druck-Ausgabe Mehta, Nick Digital Customer Success Newark : John Wiley & Sons, Incorporated,c2024 9781394205875 |
| spellingShingle | Mehta, Nick Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth Cover -- Title Page -- Copyright Page -- Contents -- Foreword -- Chapter 1 The High-Speed Evolution of Customer Success -- The Human vs. Digital Dilemma -- How We Got Here -- From Churn Busters to Revenue Boosters -- CS Has Become a Company-Wide Imperative -- Escape from the Twilight Zone -- The Peloton Paradigm -- The Time Has Come for CS to Reinvent Itself -- Summary -- Chapter 2 Durable Business Strategies to Fuel Long-Term Success -- CS Is a Durable Growth Engine -- Strategy #1: Avoid Surprises -- Strategy #2: Scale through Digital CS -- Strategy #3: Keep the Customer in Customer Success -- Strategy #4: Go on Offense -- Strategy #5: Grow Through Your Product -- Strategy #6: Be Human-First -- Make Customers the Center of Your Universe -- Summary -- Chapter 3 Digital Customer Success Is a Strategic Program -- The Quest to Scale and Improve Value -- From Tech Touch to Bionic CSMs -- Digital CS Defined -- Integrating Digital CE with Digital CS -- Launch Your CS Program with Digital -- Your Community as a Third Place -- Where Are You on the Spectrum? -- Testing Your Digital CS Program -- Summary -- Chapter 4 The Digital Customer Success Maturity Model -- The Three P's of Digital CS Success -- Proactive Phase: Get Customers to Self-Serve -- Personalized Phase: Get the Right Information to the Right Person -- Predictive Phase: Get Customers to Value Faster -- You Can Occupy Multiple Levels of Maturity -- Okta's Journey to Digital Maturity -- Chapter 5 Launching the Proactive Phase of Your Digital CS Program -- Self-Service Enablement -- Four Steps to Better Self Service -- Unqork Uncorks the Power of a Customer Hub -- One-to-Many Customer Communications -- You Don't Build a Relationship with an Inbox -- Digital-Led Onboarding -- Digital-Led Onboarding: Best Practices from Samsara -- Ongoing Education and Engagement -- Summary Chapter 6 Evolving to the Personalized Phase -- Closed-Loop Feedback Programs -- What Problem Are You Trying to Solve? -- Automated Advocacy Programs -- Prescriptive Adoption Journeys -- Strangers in a Strange Land -- Summary -- Chapter 7 Evolving to the Predictive Phase -- AI-Driven Risk Management -- Programmatic Value Realization -- Optimized Expansion Selling -- The Role of AI-Today and Tomorrow -- Summary -- Chapter 8 Launching Your First Digital Initiative -- Choose a Single Life Cycle Moment -- Measuring Impact -- Choose a Leading (Not a Lagging) Indicator -- Pick a Milestone That Matters Most to You -- Keep It Simple -- Beware of Scope Creep -- Which Customers and Personas? -- Use Different Channels -- Choose Channels Best Suited for the Target Audience -- Keep an Eye on Your Bandwidth -- Strive for Runaway Accretion -- Ready to Scale? -- Meet Your Customers Where They Are -- Summary -- Chapter 9 Company-Wide Digital Program Governance and Cross-Functional Collaboration -- Cross-Functional Collaboration Gathers Steam -- Collaborating through a Digital CS Programs Team -- The Elements of Effective Collaboration -- Appoint a Dedicated Leader -- Getting Executive Buy-in -- Share Your Results with Everyone -- CS Technology and Data -- Share Your Data -- No Excuses -- Summary -- Chapter 10 Optimizing Your Digital Toolkit -- Community/Customer Hub -- Determine Your Goals and Priorities and Then Map Them to Community Use Cases -- Too Much of a Good Thing Can Produce a Disjointed CX -- Know Your Audience and Key Personas -- Prime the Pump -- Reflect Your Culture and Values -- Examine Your Ecosystem -- Compile Your Learnings into a Community Strategy and Action Plan -- Strive to Develop Human Connections -- Consider Driving Prospects and At-Risk Customers to Community -- Automated Email and In-App Messaging -- CS Journey Automation Amplify Human Voices -- When Choosing Channels, Consider the Persona and Life Cycle Moment of the User -- Target Your Messaging Based on Usage, Behavior, and Health Data -- Throttle to Avoid Spamming Customers -- Employ a Knowledge Center Bot to Keep Users from Having to Leave the Product -- Avoid Interrupting Key Workflows with In-App Messages -- Avoid Blatantly Self-Serving Communications -- View Email and In App in Tandem -- Summary -- Chapter 11 The Ability to Be More Human -- Digital CS Is About Building Customer Loyalty -- Do More with Less by Reinventing Your Organization -- From Science Fiction to CS Fact -- Digital Enables a More Human Experience -- Acknowledgments -- About the Authors -- Notes -- Index -- EULA. Beziehungsmarketing (DE-588)4789127-0 gnd Digitalisierung (DE-588)4123065-6 gnd Kundenmanagement (DE-588)4236865-0 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| subject_GND | (DE-588)4789127-0 (DE-588)4123065-6 (DE-588)4236865-0 (DE-588)4197034-2 |
| title | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_auth | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_exact_search | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_full | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_fullStr | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_full_unstemmed | Digital Customer Success Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| title_short | Digital Customer Success |
| title_sort | digital customer success why the next frontier of cs is digital and how you can leverage it to drive durable growth |
| title_sub | Why the Next Frontier of CS Is Digital and How You Can Leverage It to Drive Durable Growth |
| topic | Beziehungsmarketing (DE-588)4789127-0 gnd Digitalisierung (DE-588)4123065-6 gnd Kundenmanagement (DE-588)4236865-0 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| topic_facet | Beziehungsmarketing Digitalisierung Kundenmanagement Erfolgsfaktor |
| work_keys_str_mv | AT mehtanick digitalcustomersuccesswhythenextfrontierofcsisdigitalandhowyoucanleverageittodrivedurablegrowth AT capotekellie digitalcustomersuccesswhythenextfrontierofcsisdigitalandhowyoucanleverageittodrivedurablegrowth |