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We must take change by the hand or rest assuredly, change will take us by the throat.Winston Churchill

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The Customer Success Economy

The Customer Success Economy

Putting customer satisfaction at the heart of the company strategy.

Author(s): Nick Mehta, Allison Pickens

Publisher: Wiley

Date of publication: 2020

Buy this book [amazon.com]


Placing the customer at the heart of the company priorities: albeit the idea is nothing new, the authors of The Customer Success Economy propose to go one step further by deeply reorganizing the company around this concept. For example, by creating cross-functional roles dedicated to customer satisfaction, directly placed under the authority of the CEO and overseeing all the other entities.

At a time when an increasing number of customers subscribe to recurrent services (Netflix, Google Prime, etc.), and whilst this trend will probably further develop in the years to come, ensuring full customer satisfaction is essential. Any decision made must have exceeding clients’ expectations as its core objective. The role of the company is foremost to help them reach their aims, to be partner in their success. Each entity (sales, marketing, customer service, accounting, etc.) must thus place the customer back at the heart of its priorities. This entails taking up a number of challenges, such as the evolution of the leadership, a new financial management, the development or the integration of new technologies.

Without introducing any particularly new concept, this book provides a really complete synopsis of the different facets of customer satisfaction. It especially underlines the increasing importance of placing the customer at the heart of the priorities and strategy of the company, at a time when subscribing to recurrent services is in fashion.