Twelve chapters. Twelve big ideas.
Test your knowledge against these concepts and explore them in practice.
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Chapter 01
Start with Customer Experience
Tool · Start with Customer Experience
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Chapter 02
The Hardest Mile
Tool · Industry Technology Trends Report
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Chapter 03
The Loop and the Tie
Tool · Net Dollar Retention
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Chapter 04
The Four Quadrants and the Five Levels
Tool · Client Segmentation
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Chapter 05
The Six Disciplines
Tool · Customer Success Assessment
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Chapter 06
CS Strategy: Designing the Blueprint
Tool · Strategy Canvas
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Chapter 07
CS Health: Measuring What Matters
Tool · Customer Health Scorecard
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Chapter 08
CS Deliverables: Making Value Visible
Tool · Client Discovery & Goals
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Chapter 09
CS Process: Orchestrating Success
Tool · Customer Success Playbook
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Chapter 10
CS People: Building the Human Element
Tool · Roles & Onboarding Planner
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Chapter 11
CS Technology: Enabling Scale with Insight
Tool · Tech Stack Builder
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Chapter 12
The Journey and the Loop
Tool · Customer Success Action Plan
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