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In today’s competitive business landscape, companies face a sobering reality: the average organization loses between 10-30% of its customers annually.
This challenging statistic underscores the critical importance of customer success – especially in the SaaS industry, where customers typically need to use a product for 12-15 months just to compensate for acquisition costs.
Wayne McCulloch, with over 25 years of experience leading global customer success teams at companies like Google Cloud, addresses this pressing business problem in his book “The Seven Pillars of Customer Success.”
Drawing from his experience managing a 7.1 million customer SaaS portfolio, McCulloch provides a comprehensive framework designed to transform how businesses nurture customer relationships.
