The Customer Success Economy: Essential read for businesses

By Martin Eastwood 

The Customer Success Economy is an essential read for anyone involved in a SaaS or subscription-based business.

It reads and serves as a comprehensive manual to implementing Customer Success into a company. The book is broken down into 3 parts – 1. Why Customer Success Became Standard. 2. Baking Customer Success Into Every Aspect of Your Business Model. 3. Implementation Issues.

Many of the suggestions in this book would be best suited to medium to large-sized companies with considerable budgets.

However, there is a lot of value packed in here which I feel would be of great benefit to smaller businesses and start-ups who may have a more limited budget.

The Customer Success Economy teaches you how you can place Customer Success at the heart of your business operations which in turn will allow you to achieve recurring revenue with less churn and increased customer retention.

My favourite part of the book was an introduction to a new concept of how B2B recurring revenue companies grow: the Helix.

This concept explains how Customer Success will unlock massive growth for your company and it will motivate you to invest in Customer Success, even if you were previously sceptical to do so. The following quote explains the Helix concept:

‘’If you make your customers successful, you can turn one new lead into 3+ leads. And in turn those 3 incremental leads result in 3 x 3 = 9+ new leads. And those 9+ leads result in 9 x 3 – 27+ new leads. That’s exponential growth. You’re not just looping around. You’re looping around and moving on up’’. Now that’s powerful!

If you are involved in a SaaS or subscription-based business, I would recommend you pick up a copy of The Customer Success Economy and take advantage of these great ideas.

Prepared by Patrick O’Brien

About the author

MARTIN Eastwood is an Entrepreneur, TV & Social Media Personality & Public Speaker. His company Wide Variety manages the online marketing of businesses across Ireland and abroad. You can connect with Martin on the social media links below.

Get in touch with him via Twitter and Linkedin:

Twitter: twitter.com/martineastwood1
LinkedIn: linkedin.com/in/martineastwoodentrepreneur

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