Chapter 3:
Page 77: Report to customer on all benefits, features used, etc so they are less likely to stop service.
Page 94: “We don’t need to explain why these are important.”
Chapter 7:
Page 199: levels of adoption to measure
Page 213: cost for new customer vs upsell or renew
Page 216: measured->managed
Page 233: Customer business objectives often not passed to customer success.
Page 235: Customer outcome chain
Page 237: Deeply understand how most successful customers are successful and help all customers copy
Chapter 10:
Page
331: “If the customer is not ready to do what they need to do to
succeed with you Xaas offer, then you should not take the deal.” They
must be willing to adapt their business
processes, train their end users, utilize their expertise, and run the
customer success playbook given to them. Frontline sales must identify
and spend little time on unwilling customers.
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