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_7

7. Designing Customer Success for Scale

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

A mid-size IT company was dealing with stagnating growth of revenues from its biggest customers. Many of those customers were not happy. They would have switched to a competitor at the first opportunity. The main things holding them back were the significant cost of switching to a competitor and certain differentiating product features that they liked.

That’s why the company introduced a Customer Success practice to focus solely on increasing the engagement ...