Apple Podcasts | Spotify | Google Podcasts | Stitcher   What's one of the keys to creating loyal, lifelong customers? Your Customer Success (CS) team. To accomplish this, they must help deliver on the promise of why the customer became a customer in the first place. This requires deep investment into the entire customer journey. In fact, it means being so immersed in the customer's journey, CS becomes more than simply available and trusted. It becomes deeply strategic and valued. In the role of strategic advisor, CS becomes so much more than a problem solver or even afterthought to performing any function that serves your customers' best interests. Beyond onboarding and adoption and beyond retention and expansion, we must become true partners in our customers' success. Today's guest, Wayne McCulloch, literally wrote the book on reimagining a new CS framework, The Seven Pillars of Customer Success. Wayne recognizes what's missing in customer success - that it doesn't swoop in to fix problems. It permeates every role with a perspective of ownership of the customer experience. Wayne worked in CS and education for companies like Salesforce, IBM, HP Enterprise, Looker, and Kony. He currently serves as Global Head of Customer ...