Competing for Customers: Why Delivering Business Outcomes is Critical in the Customer First Revolution

Index

adoption optimization, 106-108

aligning customers and employees, 52

Amazon, 18

Apple, 1

Ashton, Kevin, 54

automation, role in customer engagement, 90. See also AWS (Amazon Web Services), 18

B2B (business-to-business) companies, 1-2, 14

customer success management

economic justification for, 30-31

first-mover advantage, 28-29

investing in, 38-39

listening to customers, 43-54

pillars of, 39-41

seller versus customer perception, 37

snowball effect, 29-30

revenue

collecting, 33-34

extending with referrals, 36-37

impact of subscription economy on, 27-28

protecting, 31-34

B2C (business-to-consumer) companies, 1-2, 12

barriers to success, overcoming, 21-23

Bell, Ganesh, 120, 127-128

Blaisdell, Mikael, 32

blueprint for success, creating,

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