Customer Success

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 ...