The Book
Customer Success Mindset
Building Customer-Centricity into the DNA of Your Growth Strategy
By Jyo Shukla · Foreword by Rav Dhaliwal
Most companies treat customer success as a department. This book shows why that is the problem — and offers a complete, guided path to building customer-centricity into the way an entire organisation thinks, decides and grows.
What you’ll learn
- 01Why customer-centricity must be a company-wide mindset, not a single team’s job.
- 02Why getting customers to rave about your product isn’t enough — and what to do instead.
- 03How to align product, sales, marketing and service around customer outcomes.
- 04How customer-led growth complements sales-, marketing- and product-led strategies.
- 05How to approach pricing conversations without racing to the bottom.
- 06How to deliver value at scale, including the HEART framework for digital Customer Success.
Written for
Customer Success Managers, CS leaders, Chief Customer Officers, SaaS founders, business executives, and anyone interested in customer-led growth — from entry-level CSMs to experienced leaders.
Endorsements
“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.”
“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.”
“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.”
“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!”
Formats and buying FAQ
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