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

<p><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">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. </span></p> <p></p> <p><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">Joining me on this episode is </span><a href="https://www.linkedin.com/in/waynemcculloch/" target="_self"><span style="color: rgb(17,85,204);background-color: transparent;font-size: 12pt;font-family: Arial;"><ins>Wayne McCulloch</ins></span></a><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">, Global Head of Customer Success at </span><a href="https://cloud.google.com/saas" target="_self"><span style="color: rgb(17,85,204);background-color: transparent;font-size: 12pt;font-family: Arial;"><ins>Google Cloud (Saas)</ins></span></a><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;"> and author of </span><a href="https://www.amazon.com/Seven-Pillars-Customer-Success-Framework/dp/1544516614" target="_self"><span style="color: rgb(17,85,204);background-color: transparent;font-size: 12pt;font-family: Arial;"><ins>The Seven Pillars of Customer Success</ins></span></a><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">, to talk about the relationship between CS and CX:</span></p> <p></p> <p><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">Wayne and I also discussed:</span></p> <p></p> <p><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">- How there were 5-12 pillars in the beginning of the book</span></p> <p></p> <p><span style="color: rgb(0,0,0);background-color: transparent;font-size: 12pt;font-family: Arial;">- What the 7 pillars are, i