THOUGHT LEADERSHIP INTERVIEW


  •  4/30/2021 01:21 AM

Continuing my interview with Nate Brown, Chief Experience Officer at Officium Labs, we discussed why CX has helped drive growth, success, and loyalty.

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  •  4/30/2021 01:09 AM

In this interview, Nate Brown, Chief Experience Officer at Officium Labs, discusses why CX has become the cornerstone of a customer's growth, success, and loyalty.

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  •  4/9/2021 12:49 AM

Continuing my interview with Kristi Faltorusso, Founder of CS Real Simple, we talked about the key to improving customer satisfaction and making them loyal to our business

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  •  4/7/2021 12:28 AM

I spoke with Kristi Faltorusso, Founder of CS Real Simple, about how businesses can rise above the challenges posed by COVID-19 and ways to strengthen this emotional connection when there are fewer human interactions (since most of it now takes place through digital channels)?

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4 min read
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  •  4/6/2021 02:11 AM

I spoke with Anita Toth about how businesses can avoid painful pitfalls that will cost them more time and money. Anita also shares practical steps to manage and guide customers into a type of relationship they can appreciate, trust, and value.

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3 min read
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  •  3/23/2021 12:30 PM

I had a fun chat with my book editor, Mary Poppen, CCO at Glint. In this quick interview, we talk about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?

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  •  3/16/2021 12:36 AM

I spoke with Annette Franz, CCXP, Founder and CEO at CX Journey Inc., to discuss the role of customer experience today and some of the foundational elements of delivering a great customer experience.

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  •  3/9/2021 12:15 AM

In this interview, Emilia D’Anzica, a Customer Success and Account Management partner at Winning by Design, shares her insights on driving growth across the organization (from a cost center to a growth driver).

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6 min read
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  •  3/1/2021 02:06 AM

In this interview, Keri Keeling, Global Head of Customer Success at Innovation & Intelligence at VMware, talks about the importance of establishing a value-driven business model and why it needs to be the central focus of the conversation.

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4 min read
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  •  2/26/2021 01:12 AM

In this interview, Jeanne Hopkins, Chief Marketing Officer at Lola.com, talks about why it is necessary to build a brand experience based on the individual needs and why CSMs must enable the right outcomes to the different persona they're working [with].

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5 min read
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  •  2/24/2021 03:59 AM

I spoke with Josh Zamora, Director of Customer Success at ServiceNow, to share his thoughts on the impact of the pandemic [in relationship building] and how CS should play its part while adapting to these changes?

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3 min read
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  •  2/23/2021 03:28 AM

Continuing my interview with Elaine Cobb, Vice President of Customer Success at Coveo, we talked about the challenges the organization faces, the strategic value of CS, and some ideas to rise above this challenge (pandemic).

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Blogs


Where does your organization currently sit in CX efforts? I wrote an article to guide companies by following simple iota using a CX Framework.

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What does the CX strategy mean, and how does it work? How do organizations integrate CX into the overall business strategy that drives improvement and fosters innovation?"

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The Root Cause of Service Failure (my 4th book in CS). Understanding the service failure is NOT about changing or replacing the value customers already received but establishing it even more. We should not confuse service with the value customers are looking for and what they expect from us.

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To survive and thrive in dynamic environments, a successful business partnership requires a fundamental change in customer behavior and business mindset.

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The Service-based Paradigm Mindset



Suppose you are looking for new ideas about transforming your CS organizations into a brand that customers think is right and appropriate for them. This book delves into understanding customers’ behavior and how a service-based organization’s mindset can position the brand value and relationship to meet customer needs.

I share a new concept, which I call The Service-Based Paradigm Mindset! This framework will show you how to succeed and become a growing and profitable business with happy and loyal customers.

You can get your copy of this book on Amazon.

The Service-based Paradigm Mindset

Praise for The Service-based Paradigm Mindset


 As a continuation of his first two books that assemble the puzzle of Customer Success transformation, Vincent captures the essence of the mindset shift that must occur for organizations to truly be customer-first. This book is a guide for how to move from providing reactive customer support to proactive customer value. One key takeaway is to involve your customers in their own success! Surprisingly, many organizations don’t do this today. Are you working for one of them? Find out how to shift this mindset, among others, in this excellent read."

Mary PoppenChief Customer Officer at Glint

 In Vincent’s 3rd book, The Service-Based Paradigm Mindset: Unlocking Value, Growth and Transforming CS Organizations, he has taken the insights from his last two books and has developed a thought process that is geared to organizations that are moving towards a customer-centric mindset. Vincent states, “To drive meaningful and relevant success, organizations must NOT view customer involvement as a means to an end, but a continuation of a great story to nurture and grow over time." His interpretation of customer success is tied to understanding a customers’ why, which will ultimately lead to long-term business success for any organization. Vincent lays out great suggestions to help any organization to review their current philosophies and/or implement new ones. I would highly recommend this book to anyone that is looking to sharpen their skills in Customer Success.”"

Tom KiriakouDirector of Customer Success at Achievers

 The Service-Based Paradigm" by Vincent Manlapaz struck me as inspirational in the first few chapters. His "Mindset" heuristic features INTENTION (the impact of the brand efforts), which marketers typically overlook to define their customer success programs. This ties into the Communication Gap (outlined further into the book). If marketers spent time understanding intention and how to close the communication gap with their customers, it would definitely be a win/win. Lots of data and references in this book to make it a must-have for your virtual bookshelf."

Jeanne HopkinsChief Revenue Officer at SquadLocker

 I have never read such a detailed breakdown of customers in any other Customer Success book, or you might more accurately call this a Business Success book. The keyword in Customer Success is "Customer." Vincent uses a Service-Based Paradigm mindset to show you how to succeed and become a growing and profitable business with happy customers. There are also many layers that Vincent peels back on the customer’s emotion, commitment, involvement, expectations, confidence, and more. He keeps it relevant to the current economics and pandemic we face as CS professionals and leaders today. This book will navigate you through how to change how you think, behave, and manage as a company in a Customer King’s world."

Kim OslobSr. Director of Customer Engagement at MeasuringU

 Vincent's new book is a fresh look at the state of customer success in a new learning and working world where protecting customer experience and revenue is increasingly important. 2020 has thrown so many unknowns to companies and forced them to look inward and prioritize what matters. At the center, it is people, both the customer and the employee, who make the product possible. I recommend this book when thinking about what has impacted the customer journey to date and how the new user experience is impacting how and what companies develop and deliver when it comes to customer implementation, adoption and growth."

Emilia D'AnzicaAdvisor, author, and speaker at GrowthMolecules

 Vincent's new book is bursting with thought-provoking ideas validated by trustworthy sources. The content encourages critical thinking throughout and includes the introduction of his Service-Based Paradigm Mindset: a logical formula to help us arrive at the Customer's Truth. You'll also want to check out Vincent's take on Google's HEART Framework. I recommend using his template to plug n' play and see how you score! Overall, there is a lot of opportunities to expand your knowledge of customer success, and I recommend you do."

Ronni GaunEnterprise CSM at Zoom, Top 100 Customer Success Strategist 2020

 In Vincent’s third book, The Service-Based Paradigm Mindset: Unlocking Value, Growth and Transforming CS Organizations, Vincent delivers solid reasoning for an organization to understand the behavior of customers and how the mindset of a service-based organization can position the brand value and relationship to meet customer needs. Creating an emotional connection to customers is necessary for the growth of an organization’s business. One area of the book that resonated with me is that Vincent creates clarity around Customer Success being an organization-wide effort. In creating those emotional connections, Vincent says, “It’s about helping all the other teams [within an organization] see the importance of customer emotion and its impact once it becomes a core value (or focus) of an organization.” Further in his book, Vincent says, “…CS becomes an integral part of the business operation, not just for survival and growth, but to discover new outcomes or business opportunities…”. I’ve read many books on Customer Success and while some address the cross-functional nature of Customer Success, few address it head-on and almost none address the need for the Customer’s perspective to have a seat at executive meetings. The lack of C-suite representation places CS below other functions within an organization. After all, how can an organization claim to be customer-centric when the customer’s perspective does not have a seat in the C-suite? This book is a great read for senior leadership and frontline workers alike."

David EllinChief Customer Officer at Centric Leadership Strategies

 “The content in The Service-Based Paradigm by Vincent Malapaz is so relevant as now is the time to double down on Customer Success and to reevaluate how well your organization is delivering that success. The role of a CSM can feel like a catch-all position that requires a myriad of disparate skills and traits. I really enjoyed the framework for a strategic Customer Success organization rather than a catchall department.”"

Angela CarmackDirector of Client Success at Awardco

 Understanding how to bridge your service and potential customer emotional gaps is a key component in creating customer loyalty. Vincent tackles this with the Service-Based mindset. He focuses on the dynamic design and nature of customer success that is comprised of a continuous stream of interactions. He even incorporates UX concepts from the Google Heart framework to help CS professionals align customer emotion with a vendor’s product capabilities. You will come away understanding that building lasting relationships is not linear. And you will also be equipped with emotional literacy basics to win the customer loyalty game."

Michael FerryDirector of Customer Success at Successware

Rediscovering Customer Success


Rediscovering Customer Success
In this era where customers are competing against their own limited time, changing priorities and their coveted success, we want answers to the following questions: How do I provide the best experience for my customers? How do I make sure my customers feel heard? How do I make sure customers see value in our solution or service? How to build meaningful relationships? What does it take to build a lasting relationship?

This book will help you get there. It provides easy and actionable steps to get you started, in the right way. This book will help you understand the strategies that make people's lives easier, including yours. It is important to remember, that the customer should be your partner through the journey.

This book is available on Amazon. You can get your copy here.





Praise for Rediscovering Customer Success


 Vincent's new book "Rediscovering Customer Success" touches on all the key aspects needed to become a company that truly values their customers' and gives them a voice. He clearly lays out the paths and steps you need to take to ensure companies are aligning with their customers and meeting their business objectives and goals. The book is a must-read for CEO, COOs, CROs, and CS Leaders in a SaaS organization that wants to move to the next level or start out on the right path. It is a clear justification for the value and need for a solid Customer Success Organization in companies with a recurring revenue model.”"

Kim Oslob, Sr. Director of Customer Engagement

 The customer isn't successful until they agree they are receiving value or what we call impact from engaging in a partnership with a company or leveraging a platform. This is where customer success comes in. Vincent's book is a good segway into why customer success matters to growing revenue through improved customer experiences. He explores why starting in your customer shoes will lead to better business results. A refreshing perspective on Customer Success!”"

Emilia D'Anzica, Chief Customer Officer

 Vincent captures the essence of Customer Success in his new book, which focuses on how companies bring true value to their customers vs. simply implementing a product or delivering a service. Customer Success is not about a one and done transaction, but about ongoing relationships and true customer intimacy that evolves from knowing your customer better than anyone else. In this new book, Vincent reveals the insights that show Customer Success is the key to unlocking value and transformation with your customers.”"

Mary Poppen, Chief Customer Officer

 Vincent is one of the most passionate advocates for the Customer Success profession and in "Rediscovering Customer Success" he continues his meticulous and detailed examination of why Customer Success needs to be at the heart of every successful business. Thoroughly researched with perspectives and learning from practitioners around the globe, this book is an invaluable resource for founders, executives, and practitioners alike, especially in the challenging macroeconomic climate we all find ourselves in today.”"

Rav Dhaliwal, Investor and Partner

 Vincent’s new book, Rediscovering Customer Success, provides the reader a clear and concise perspective on the principles of Customer Success and why this ‘customer first’ methodology provides a framework for any organization to build a community of supporters that trust and believe in a company that listens and continuously provides value. He offers a unique point of view, with helpful examples, along with insights from industry experts. An enjoyable read!”"

Tom Kiriakou, Director, Customer Success

 Customer Success is the value and the business growth that a customer realizes from their journey and investment in people and technology. Rediscovering Customer Success described as important is to create the best customer experience focused on strategic account planning, customer insights together with a value realization process. This book is a must read!”"

Maurizio Canton, VP Customer Success

 Vincent’s new book is a refreshing take on the customer success movement and on why it’s so important in today’s subscription economy. He cuts through the what of customer success and gives C-suite executives and customer success leaders a deep dive into the strategic motivators behind the urgent need for a true “customer first” mindset. This book should be required reading for executives in any company that has a subscription-based revenue model.”"

Jim Jones, Vice President of Customer Experience

 Vincent was talking to many of the influential Customer Success leaders in the industry. Reading about the different approaches to Customer Success as well as how different leaders are dealing with similar challenges and opportunities is very inspiring and gives food for thought.”"

Daniel Goldfeld, VP Customer Success

 Vincent has put together a great read outlining the blueprint for a customer to be successful and help grow their business through the use of proven strategies from organizations around the globe. In his latest book “Rediscovering Customer Success” he starts to move away from the Land and Expand motion onto how we can build positive lasting relationships with our customers. In order to win in today's fast-paced ever-evolving world of cloud solutions, you have to be ready to adapt on the fly and move with the needs of the customer. Vincent’s book will give you some of the tools to do that.”"

Trent Peterson – APAC Head of Customers Success

 Vincent’s latest masterpiece Rediscovering Customer Success explores the profound and business-critical issues that customer success solves for in the subscription economy. Quoting from customer success aristocrats across the globe, we are introduced to “customer mindshare” and “company spirit” while being reminded of the importance of “getting personal”. Throughout the book, Vincent expertly weaves these insights together and brings it all to life with case studies and infographics that could easily translate to a playbook or workshop. If I were answering an NPS survey on this, it is a 10 all the way!”"

Ronni Gaun, Senior Director, Customer Experience

 Rediscovering Customer Success is the essential read in imagining what the next generation of customer stickiness, loyalty, and engagement will be. Learning from the voices of industry experts through the written prose of Vincent, opened my eyes to different mindsets and approaches to deliver ultimate value to my clients and customers. I recommend this read for any leader in or outside of customer success, that is looking to up their game in building and delivering value.”"

Jerry Leisure, CEO

 Rediscovering Customer Success lays out a compelling call to action for businesses to embrace the customer success movement or risk being left behind. The book establishes key principles for companies looking to make this transition, which starts with truly putting the customer at the heart of what they do – going back to basics and realigning their entire business around what the customer is trying to achieve. Manlapaz provides clear takeaways for businesses to put this into practice and drive customer-led growth.”"

Alex Farmer, Vice President of Customer Success

 Purpose-driven organizations continually evaluate their customer's needs, their challenges, and keep developing their customer relationships to stay relevant as customers' expectations change." Vincent hits the nail on the head by describing how we as CS leaders need to level up our teams to build long-term partner level relationships. A must-read for today's ever-changing economy.”"

Tyler Wonderlic VP Customer Success

 Vincent’s book is a great starting point to understand the nuts and bolts of Customer Success, with a focus on SaaS businesses. For a non-fiction business book, it’s quite an interesting read and that's probably because it contains excerpts of the interviews that Vincent did in the last one year with Customer Success leaders across the globe. Depending on your experience, you might feel that the book is stating the obvious at certain places but you will equally acknowledge the fact that it also creates actionable steps towards better retention, growth, and advocacy. In my opinion, the content of the book is valuable to all that have any stake in the customer success department of any company and is surely worth the read.”"

Nimesh Mathur, Head of Customer Success (APAC)

 Sales brings in the money, Customer Success keeps it. Vincent and guests outline why a successful customer partnership is so much more than just picking up phones or answering an email.”"

Kyle Winward, Head of Customer Success/Support

 Vincent Manlapaz’s insight and dedication to Customer Successful is awe-inspiring! If you want to understand what your customers truly care about, grab this book today. His book will reveal small, simple changes in customer success that will exponentially grow your revenue in no time.”"

Gaurav Chawla, Manager of Customer Success

 You are reading this because you want to learn more about Customer Success. You want answers to big questions like, “How do I provide the best experience for my customers?” AND “How do I ensure my customers feel like they are heard?” This book will help get you there; it did for me. Vincent will step you through some of the core tenets of Customer Success, and you should notice some underlying themes. This book will help you understand strategies that make people’s lives, including yours, easier."

Sean Whitsitt, Head of Customer Success --Integration Services

Customer Success For A Whole New World


In today’s marketplace, if you don’t focus on helping your customers realize the value of WHY they bought your product, then why would they ever stick around and become loyal customers? After reading this book, you’ll be able to transform your organizational culture to the kind of company that customers obsess over!

Additionally, you will learn:

  • An essential blueprint for winning, retaining, and delighting your customers.
  • Strategic advice to help you understand where you are now, what to do, and how to improve your existing Customer Success strategy.
  • New metrics and measurable outcomes to achieve consistent growth.
  • New approaches for developing an ongoing Sales and Customer Success conversation.

This book is available on Amazon. You can get your copy here.
Customer Success For A Whole New World

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