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Wayne McCulloch
The Seven Pillars of Customer Success
Build a rock-solid customer success strategy that drives retention, growth, and long-term impact—one pillar at a time.
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What's You Learn?
Customer success philosophy must permeate entire organizations, not isolated departments – The Seven Pillars by Wayne McCulloch builds success cultures company-wide.
This comprehensive customer success summary and key takeaways outline:
The hidden gem: McCulloch's Google Cloud experience proves customer success drives 10x better retention than support alone.
Build success with Click.Apply.Grow™: Identify three moments of truth tomorrow. Train all departments monthly. Measure customer outcomes quarterly. Companies embracing success philosophy achieve 92% net revenue retention.
Support fixes. Success prevents.
This comprehensive customer success summary and key takeaways outline:
- Success Operationalization - Build systematic processes ensuring consistent customer outcomes
- Onboarding Excellence - First impressions determine entire customer lifecycle success rates
- Moments of Truth - Every department must optimize their specific customer interaction points
- Cultural Integration - Spread success philosophy beyond dedicated teams throughout organizations
The hidden gem: McCulloch's Google Cloud experience proves customer success drives 10x better retention than support alone.
Build success with Click.Apply.Grow™: Identify three moments of truth tomorrow. Train all departments monthly. Measure customer outcomes quarterly. Companies embracing success philosophy achieve 92% net revenue retention.
Support fixes. Success prevents.
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About the Author
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5
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Aim at the Smallest Viable Audience
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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
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