Scaling Customer Success: Building the Customer Success Center of Excellence

© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2023

C. Madhwacharyula, S. RamdasScaling Customer Successhttps://doi.org/10.1007/978-1-4842-9192-4_1

1. Customer Success Center of Excellence (CS CoE)

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

Enhancing and standardizing the customer experience for all customers is key to reducing churn and increasing the annual recurring revenue (ARR) and customer loyalty. But how can this be done? Let’s return to SoftCorp, the fictional company we introduced in the Introduction. SoftCorp was fortunate to have a Chief Customer Officer (let’s call her Janice) who understood that the company needed to expand its customer success footprint beyond its top ...