The Customer Experience Podcast
The Customer Experience Podcast

Episode 147 · 1 week ago

147. The 7 Pillars of Customer Success w/ Wayne McCulloch


The role of customer success is to build value on the promise of what the customer became a customer in the first place. Being so deeply invested in the customer’s journey, CS must become more than trusted. It must become strategic.

Joining me on this episode is Wayne McCulloch, Global Head of Customer Success at Google Cloud (Saas) and author of The Seven Pillars of Customer Success, to talk about the relationship between CS and CX:

Wayne and I also discussed:

- How there were 5-12 pillars in the beginning of the book

- What the 7 pillars are, including strategic advisor

- Why CS is similar to both parents and police

- How a 1940s movie perfectly illustrates CS

- Why you should use a 3rd party for customer exit interviews

Check out these resources we mentioned during the podcast:

- Wayne McCulloch on LinkedIn

- Customer Success Pillars

- Tom Hogan on LinkedIn

- Maria Martinez on LinkedIn


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Episodes (149)