Index

A

  1. Adobe Echosign
  2. Amazon
  3. Andreesen, Marc
  4. Annual recurring revenue (ARR)
  5. Apple
    1. attitudinal loyalty to
    2. CarPlay
  6. At-risk churn, measuring
  7. Attitudinal loyalty
    1. creation
    2. loyalty programs for
    3. overview

B

  1. BarnesandNoble.com
  2. Behavioral loyalty
  3. Benioff, Marc
  4. Bessemer Venture Partners
  5. Blackwell, Trevor
  6. Bright Horizons
  7. Business dependency, organizational change and
  8. Business Objects

C

  1. Capability Maturity Model for Software (CMM)
  2. Carnegie Mellon
  3. CarPlay (Apple)
  4. Change, organizational. See Organizational change
  5. Chief customer officers (CIO)
    1. “before cloud”
    2. customer support and
    3. defined
    4. implementation (onboarding) and
    5. marketing and
    6. new role of
    7. professional services and
    8. retention of customers
    9. sales and
    10. sales consulting and
    11. training and
  6. Churn
    1. avoiding (See also Sell to the Right Customer (Law 1))
    2. of customers
    3. “death and marriage” (unavoidable churn)
    4. example
    5. identifying suspected/at-risk churn
    6. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2) and
    7. partial
    8. reducing and managing
    9. understanding
  7. Clarizen
  8. Classic Customer Success, defined
  9. Cloud computing
    1. change and
    2. chief customer officers’ (CIO) role and
    3. music consumption and
    4. software consumption and
    5. Ten Laws of Cloud Computing (Bessemer Venture Partners)
  10. Collaboration, improving
  11. Committed monthly recurring revenue (CMRR)
    1. CMRR and categories of churn
    2. defined
    3. measurement of
    4. See also Deeply Understand Your Customer Metrics (Law 8)
  12. Communication
    1. customer success technology for
    2. loyalty and strategy of
  13. Communities of practice (COPs)
  14. Community feedback
  15. Contract value, increasing
  16. Cornerstone OnDemand
  17. Customer acquisition cost (CAC)
  18. Customer advocacy
  19. Customer coverage model
  20. Customer experience (CX)
  21. Customer health. See Relentlessly Monitor and Manage Customer Health (Law 4)
  22. Customer interaction categories
  23. Customer relationship management (CRM)
    1. defined
    2. technology for
    3. See also You Can No Longer Build Loyalty through Personal Relationships (Law 5)
  24. Customers
    1. customer economy
    2. increasing contract value of
    3. lifetime value (LV) of
    4. retention of
    5. See also Ten Laws of Customer Success
  25. Customers Expect You to Make Them Wildly Successful (Law 3)
    1. executive summary
    2. high-touch businesses and
    3. low-touch businesses and
    4. practice versus theory
    5. relevance
    6. return on investment for
    7. success as journey versus destination
    8. tech-touch businesses and
    9. tracking progress for
    10. understanding customers’ view of success
  26. Customer success
    1. attitudinal versus behavioral loyalty
    2. Classic Customer Success, defined
    3. defined
    4. importance of
    5. software as service (SaaS) and
    6. See also Chief customer officers (CIO); Customer success future; Customer success managers (CSMs); Customer success strategy; Customer success technology; Ten Laws of Customer Success
  27. Customer success future
    1. areas of change for
    2. customer economy and
    3. ideal modern-day customer success
    4. Starbucks example
  28. Customer success managers (CSMs)
    1. activity metrics for
    2. customer support by
    3. defined
    4. high-touch model and
    5. low-touch model and
  29. Customer success strategy
    1. cross-functional impact of customer success
    2. customer experience terminology
    3. customer support versus customer success
    4. elements of customer success
    5. importance of organizational approach
    6. organizational change
  30. Customer success technology
    1. for better team management
    2. improving collaboration, communication, visibility
    3. increasing intelligence of every customer touch
    4. information technology (IT) and organizational change
    5. optimizing customer success management time with
    6. overview
    7. for scalability
  31. Customer support
    1. customer success versus
    2. efficiency
    3. technology for

D

  1. “Death and marriage” (unavoidable churn)
  2. Deeply Understand Your Customer Metrics (Law 8)
    1. CMRR expectation and categories of churn
    2. committed monthly recurring revenue (CMRR), defined
    3. defining measurement and CMRR
    4. executive leadership alignment
    5. executive summary
    6. high-touch businesses and
    7. identifying suspected/at-risk churn
    8. low-touch businesses and
    9. measurement and frequency
    10. relevance
    11. tech-touch businesses and
  3. Delayed value scenario
  4. Dempsey, David
  5. Drive Customer Success through Hard Metrics (Law 9)
    1. business outcomes
    2. customer and user behavior
    3. customer success manager activity
    4. executive summary
    5. high-touch businesses and
    6. low-touch businesses and
    7. relevance
    8. tech-touch businesses and

E

  1. Earnings per share (EPS)
  2. Efficiency
  3. Eloqua
  4. E-mail marketing, targeted
  5. Exact Target
  6. Expectations, of customers. See Customers Expect You to Make Them Wildly Successful (Law 3)

F

  1. Facebook
  2. Feedback
    1. customer feedback loop
    2. need for
    3. product metrics and feedback
  3. Forecasting
    1. customer success strategy and
    2. technology for
  4. Frequent shopper programs

G

  1. Genius Bar (Apple)
  2. Google
  3. Graham, Paul

H

  1. High-touch customer-success model
    1. Customers Expect You to Make Them Wildly Successful (Law 3) and
    2. Deeply Understand Your Customer Metrics (Law 8) and
    3. defined
    4. Drive Customer Success through Hard Metrics (Law 9) and
    5. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2) and
    6. Obsessively Improve Time-to-Value (Law 7) and
    7. Product Is Your Only Scalable Differentiator (Law 6) and
    8. Relentlessly Monitor and Manage Customer Health (Law 4) and
    9. Sell to the Right Customer (Law 1) and
    10. Top-Down, Company-Wide Commitment (Law 10) and
    11. You Can No Longer Build Loyalty through Personal Relationships (Law 5) and
    12. See also Customer success technology
  2. Horowitz, Ben
  3. Host Analytics
  4. Hubspot

I

  1. Implementation (onboarding)
    1. chief customer officers (CIO) and
    2. iterative implementation
    3. top-down, company-wide commitment for
  2. Improved value scenario
  3. Incentives
  4. Information technology (IT), organizational change and. See also Customer success technology

J

  1. Jobs, Steve
  2. Just-in-time (JIT) customer success

K

  1. Kellogg, Dave

L

  1. Leadership
    1. change in, and loss of business
    2. customer metrics and executive leadership alignment
    3. technology for executives
    4. top-down, company-wide commitment to customer success
  2. Lemkin, Jason
  3. Lifetime value (LV). See also Relentlessly Monitor and Manage Customer Health (Law 4)
  4. Low-touch customer-success model
    1. Customers Expect You to Make Them Wildly Successful (Law 3) and
    2. Deeply Understand Your Customer Metrics (Law 8) and
    3. defined
    4. Drive Customer Success through Hard Metrics (Law 9) and
    5. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2) and
    6. Obsessively Improve Time-to-Value (Law 7) and
    7. Product Is Your Only Scalable Differentiator (Law 6) and
    8. Relentlessly Monitor and Manage Customer Health (Law 4) and
    9. Sell to the Right Customer (Law 1) and
    10. Top-Down, Company-Wide Commitment (Law 10) and
    11. You Can No Longer Build Loyalty through Personal Relationships (Law 5) and
  5. Loyalty
    1. attitudinal loyalty and loyalty programs
    2. attitudinal versus behavioral
    3. creation

M

  1. Macro-communication strategy
  2. Marketing
    1. chief customer officers (CIO) and
    2. cross-functional impact of customer success
    3. customer health and
    4. technology for
    5. top-down, company-wide commitment to customer success
  3. Marketo
  4. Maturation, toward measurement. See Drive Customer Success through Hard Metrics (Law 9)
  5. McCaskey, John
  6. McDonald’s
  7. Mehta, Nick
  8. Metrics
    1. business outcomes
    2. CMRR expectation and categories of churn
    3. creating customer health score
    4. cross-functional impact
    5. CSM activity
    6. customer and user behavior
    7. customer expectations and
    8. customer segmentation
    9. defining measurement
    10. executive leadership alignment for
    11. frequency for
    12. for high–, low–, and tech-touch businesses
    13. identifying suspected/at-risk churn
    14. for organizational change
    15. overview
    16. product metrics and feedback
    17. revenue and
    18. for time-to-value process
    19. top-down, company-wide commitment to customer success
  9. Miller, Adam
  10. Monitoring. See Relentlessly Monitor and Manage Customer Health (Law 4)
  11. Morris, Robert
  12. Music, consumption of
  13. MYOB Lite

N

  1. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2)
    1. acquisition by company that uses different solution
    2. executive summary
    3. financial return or business value not realized
    4. high-touch businesses and
    5. lack of product features
    6. leadership change
    7. loss of project sponsor or power user
    8. low-touch businesses and
    9. personality differences
    10. product adoption rate
    11. product or performance issues
    12. relevance
    13. solution and product mismatch
    14. stalled or prolonged implementation
    15. tech-touch businesses and
  2. Netflix
  3. Nipro Diagnostics

O

  1. Obsessively Improve Time-to-Value (Law 7)
    1. chief customer officer role and time-to-value
    2. concrete success measures for
    3. executive summary
    4. high-touch businesses and
    5. iterative implementation
    6. low-touch businesses and
    7. “obsessive,”
    8. real time adjustment
    9. relevance
    10. tech-touch businesses and
  2. Oracle
  3. Organizational change
    1. chief customer officer role and
    2. cloud computing and
    3. future of customer success and areas of change
    4. leadership change and loss of business
    5. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2) and
    6. traditional business model versus new organization

P

  1. Partial churn concept
  2. Pay-as-you-go models, defined
  3. Perpetual license
  4. Personality, differences in
  5. Product Is Your Only Scalable Differentiator (Law 6)
    1. communities of practice (COPs)
    2. executive summary
    3. high-touch businesses and
    4. low-touch businesses and
    5. product advisory councils (PACs)
    6. product metrics and feedback
    7. relevance
    8. tech-touch businesses and
  6. Product(s)
    1. lack of features in product
    2. managing usage data for (See also Customer success technology)
    3. product adoption and customer health
    4. product adoption rate problems
    5. product advisory councils (PACs) (See also Product Is Your Only Scalable Differentiator (Law 6))
    6. product market fit (PMF)
    7. product performance issues
    8. product/solution mismatch
    9. product team and cross-functional impact of customer success
    10. top-down, company-wide commitment to customer success
    11. training and number of products delivered
  7. Professional services
    1. chief customer officers (CIO) and
    2. cross-functional impact of customer success
    3. technology for

R

  1. Relentlessly Monitor and Manage Customer Health (Law 4)
    1. customer health management
    2. customer health monitoring
    3. customer health needs
    4. customer lifetime value (LV)
    5. executive summary
    6. high-touch businesses and
    7. low-touch businesses and
    8. relevance
    9. technology used for customer information
    10. tech-touch businesses and
  2. Renewals, for revenue
  3. Responsys
  4. Retention, of customers
  5. Return on investment (ROI), quantifying
  6. Revenue
    1. customer success for
    2. top-down, company-wide commitment to customer success
    3. See also Committed monthly recurring revenue (CMRR); Sales

S

  1. Sales
    1. chief customer officers (CIO) and
    2. cross-functional impact of customer success
    3. technology for
    4. top-down, company-wide commitment to customer success
  2. Salesforce
  3. Scalability
    1. customer success technology for
    2. targeting customers and
    3. See also Product Is Your Only Scalable Differentiator (Law 6)
  4. Second-order revenue
  5. Segmentation, of customers
  6. Sell to the Right Customer (Law 1)
    1. avoiding churn
    2. defining “right” customers
    3. executive summary
    4. high-touch businesses and
    5. low-touch businesses and
    6. relevance
    7. tech-touch businesses and
  7. Services, professional. See Professional services
  8. Siebel
  9. Silicon Graphics (SGI)
  10. Skills, adding
  11. Software as service (SaaS)
    1. customer success for
    2. as delivery model
    3. inception of
    4. Salesforce example
    5. software consumption before and after cloud
    6. “subscription tsunami” of
    7. Ten Laws of Cloud Computing (Bessemer Venture Partners)
  12. Software Engineering Institute (Carnegie Mellon)
  13. Starbucks
  14. Steele, Jim
  15. Subscription economy
    1. expansion of
    2. overview
    3. pay-as-you-go models
    4. See also Software as service (SaaS); Ten Laws of Customer Success
  16. Surveys

T

  1. Targeted e-mail marketing
  2. Targeting, of customers. See Sell to the Right Customer (Law 1)
  3. Team management, technology for
  4. Technology. See Customer success technology; Tech-touch customer-success model
  5. Tech-touch customer-success model
    1. Customers Expect You to Make Them Wildly Successful (Law 3) and
    2. Deeply Understand Your Customer Metrics (Law 8) and
    3. Drive Customer Success through Hard Metrics (Law 9) and
    4. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2) and
    5. Obsessively Improve Time-to-Value (Law 7) and
    6. Product Is Your Only Scalable Differentiator (Law 6) and
    7. Relentlessly Monitor and Manage Customer Health (Law 4) and
    8. selling to the right customers and
    9. Sell to the Right Customer (Law 1) and
    10. Top-Down, Company-Wide Commitment (Law 10) and
    11. You Can No Longer Build Loyalty through Personal Relationships (Law 5) and
    12. See also Customer success technology
  6. Ten Laws of Cloud Computing (Bessemer Venture Partners)
  7. Ten Laws of Customer Success
    1. Customers Expect You to Make Them Wildly Successful (Law 3)
    2. Deeply Understand Your Customer Metrics (Law 8)
    3. Drive Customer Success through Hard Metrics (Law 9)
    4. Natural Tendency for Customers and Vendors Is to Drift Apart (Law 2)
    5. Obsessively Improve Time-to-Value (Law 7)
    6. overview
    7. Product Is Your Only Scalable Differentiator (Law 6)
    8. Relentlessly Monitor and Manage Customer Health (Law 4)
    9. Sell to the Right Customer (Law 1)
    10. Top-Down, Company-Wide Commitment (Law 10)
    11. You Can No Longer Build Loyalty through Personal Relationships (Law 5)
  8. 360 degree view of customers
  9. Time management, customer success technology for
  10. Time-to-value process. See Obsessively Improve Time-to-Value (Law 7)
  11. Top-Down, Company-Wide Commitment (Law 10)
    1. customer success as inevitable
    2. driving customer success with
    3. executive summary
    4. as foundation for other laws
    5. for high–, low–, and tech-touch businesses
    6. implementation
    7. relevance
    8. value and
  12. Toyota Production System (TPS)
  13. Traditional nonrecurring revenue business
    1. average selling price (ASP) models
    2. high-touch customer-success model
    3. low-touch customer-success model
    4. overview
    5. subscription economy expansion for
    6. tech-touch customer-success model
  14. Training, chief customer officers (CIO) and
  15. Trough of disillusionment
  16. Tzuo, Tien

U

  1. United Airlines
  2. Upselling

V

  1. Value, customer success and
  2. Viaweb
  3. Volkswagen

W

  1. “Why Software Is Eating the World” (Andreesen)
  2. Workday
  3. Workflow, improving

Y

  1. Yahoo Stores
  2. Y Combinator
  3. You Can No Longer Build Loyalty through Personal Relationships (Law 5)
  1. community building
  2. customer coverage model
  3. customer feedback loop
  4. customer interaction categories
  5. executive summary
  6. high-touch businesses and
  7. low-touch businesses and
  8. relevance
  9. segmenting customers
  10. tech-touch businesses and
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