Table of Contents

Chapter 1: The Customer Success Center of Excellence.- Chapter 2: CS Business and Operational Models.- Chapter 3: Key Customer Success Workflows and Processes.- Chapter 4: Customer Onboarding: A Methodology..- Chapter 5: Key Metrics and Beyond.- Chapter 6: Making Sense of Data.- Chapter 7: Designing for Scale.- Chapter 8: Role of CS Operations in Scaling a CS Practice.- Chapter 9: Extending CS CoE.- Chapter 10: Where are We Heading?.- Appendix A: The Evolution of Customer Service.

About the Author

​Chitra Madhwacharyula is a self-directed and driven technology and business leader with comprehensive accomplishments leading post-sale customer and partner strategy, technical advisory, onboarding, adoption, retention, service monetization, and global cross-functional teams to maximize business goals. She has 20 years of global professional experience combined with innovative thinking and execution with strong hi-tech, finance, insurance, retail, manufacturing, and health care industry acumen. She has demonstrated success in developing and executing programs in complex, fast-paced organizations.
She has a highly organized, creative problem-solver who excels at leading teams through challenging projects and translating complicated technology into easy-to-understand concepts and have proven expertise in retaining and growing multimillion-dollar contracts, budgets, products, and advising C-level executives.
Chitra hold a Masters in Computer Science from National University of Singapore and a Masters in Information Management from University of California at Berkeley. Herprofessional experiences includes working for companies like TIBCO, LinkedIn, Motorola, Ayla Networks, Couchbase and HPE. She is currently the head of Worldwide Customer Success Center of Excellence at HPE and responsible for enabling and supporting our 10+ worldwide geographies (geos) and all the Customer Success Managers (CSMs).
Shreesha Ramdas is SVP and GM at Medallia-Strikedeck.  Previously he was the CEO and Co-founder of Strikedeck, customer success automation company. Before Strikedeck, Shreesha was the GM of the Marketing Cloud at CallidusCloud, Co-founder at LeadFormix (acquired by CallidusCloud) & OuterJoin, and General Manager at Yodlee. Prior to that, Shreesha led teams in Sales and Marketing at Catalytic Software, MW2 Consulting, and Tata. Shreesha is also active in the startup community as an advisor/investor- Workato, Enact, RevvSales, Elastica (Symantec), DX Continuum (ServiceNow), EmpInfo, Fullcast, ObeoHealth.