147. The 7 Pillars of Customer Success w/ Wayne McCulloch

The role of customer success is to build value on the promise of what the customer became a customer in the first place. Being so deeply invested in the customer’s journey, CS must become more than trusted. It must become strategic. Joining me on this episode is Wayne McCulloch, Global Head of Customer Success at Google Cloud (Saas) and author of The Seven Pillars of Customer Success, to talk about the relationship between CS and CX:Wayne and I also discussed:- How there were 5-12 pillars in the beginning of the book- What the 7 pillars are, including strategic advisor- Why CS is similar to both parents and police- How a 1940s movie perfectly illustrates CS- Why you should use a 3rd party for customer exit interviewsCheck out these resources we mentioned during the podcast:- Wayne McCulloch on LinkedIn- Customer Success Pillars- Tom Hogan on LinkedIn- Maria Martinez on LinkedIn- CLEARSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for Customer Experience in your favorite podcast player.

Om Podcasten

Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.