Your journey towards profitability starts with customer-centricity.
A guide to building success into your role and business using the power of a Customer Success Mindset.
A Complete, Guided Path Towards Customer-Centricity
What is Customer Success Mindset?
Customer success mindset is a philosophy for business growth, developed by Jyo Shukla. It is an extension of the concept of growth mindset as it applies to businesses and customer-centricity, and is based on two core principles:
Humans thrive on Shared Knowledge
This is the basic human need to be social and sharing knowledge. If you look at the business world, people thrive on giving and taking recommendations about products or solutions that have saved them time, allowed them to do their job better, build better relationships with their team and customers, and those are the things they talk about in business and social gatherings. Introductions are made and people win business.
But people only recommend things they have had a delightful experience with. They have to believe in it to recommend it. And if you want to convert a not a few but a majority of your customers into raving fans and have them talk about you and help you grow, then customer-centricty should be left, right and center of your business strategy.
A Customer-Led Growth Model
This is the growth model a company follows, which is mostly either sales-led, marketing-led or product-led growth. Companies often think they have to do one or the other in certain phases of their growth journey but the fact is that when done right, customer-led growth seamless ties into any one of the other growth models.
In fact the entire premise of Customer-led growth is based on how the work of all departments, such as, product, sales and marketing is driven by a common understanding of what the customers’ most favourable outcomes would be.
About The Author
Jyo Shukla is an award-winning SaaS leader who has spent most of her career helping start-ups and enterprises across the globe build scalable, meaningful customer journeys.
Jyo is an active mentor and volunteer for organizations supporting the professional development of migrant women in Australia, as well as diversity and inclusion in the workplace.
Feedback from Experts
It’s clear reading Jyo’s book that she embraces a Customer Success Mindset and she does an awesome job sharing her knowledge with the community. It is a wonderful guide of information for everyone from the entry level CSM to the experienced Chief Customer Officer. I highly recommend adding Customer Success Mindset to your library!
Brian Nicholls, Vice President of Customer Success, UserIQ This is a must read for anyone looking for a step by step guide to creating a truly customer centric culture. I’ve been lucky to watch Jyo translate her passion, skills and mindset into our daily activities, across our team and this book captures the spirit in which she does it!
James Ellender , CEO, ActiveXchange Customer Success Mindset dives into some important questions companies need to answer. Why is getting your customers to rave about your products not enough ? Why are some companies struggling with pricing conversations even as they race to the bottom ? Jyo’s language is crisp and clear with specific examples and tools. Highly recommended
Jesus Jimenez Berrocal , Director, Customer Success, Cisco APJC Jyo is pushing customer success thinking forward by providing a practical guide for companies to use a customer success mindset as a growth strategy. A must-read for folks – regardless if you are in customer success or not – who want to supercharge their growth strategies!
Jennifer Chiang, Author of The Startup's Guide to Customer Success, Top 50 CS Woman Leader and Head of Customer Success at Seso This book captures the essence of customer-centricity, defining a clear path for businesses to bring continual value to customers throughout their customer success journey.
Dickey Singh, Founder and CEO / cast.app This is like a 5-star cookbook for Customer Success – it’s filled with recipes and the ingredients you need to create a value-filled journey for your customers.
Laura E. Beavin Yates, SVP of Customer Success In her book, Jyo lays out what I believe is one of the clearest blueprints on how to design, execute, and benefit from a company-wide mindset of customer-led growth.
Alex Farmer, VP of Customer Success / Founder of Customer Excellence