Practical Customer Success Management
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| Author | : Nick Mehta |
| Publisher | : John Wiley & Sons |
| Total Pages | : 256 |
| Release | : 2016-02-29 |
| Genre | : Business & Economics |
| ISBN | : 1119167965 |
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
| Author | : Ashvin Vaidyanathan |
| Publisher | : John Wiley & Sons |
| Total Pages | : 297 |
| Release | : 2020-01-15 |
| Genre | : Business & Economics |
| ISBN | : 1119624614 |
The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.
| Author | : Nick Mehta |
| Publisher | : John Wiley & Sons |
| Total Pages | : 392 |
| Release | : 2020-05-19 |
| Genre | : Business & Economics |
| ISBN | : 1119572762 |
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of "churning" less Get that competitive advantage in the most relevant and important arena today—making and cultivating happy customers.
| Author | : Guy Nirpaz |
| Publisher | : Guy Nirpaz |
| Total Pages | : 140 |
| Release | : 2016-02-21 |
| Genre | : Customer relations |
| ISBN | : 9780692620939 |
Across entire verticals of the economy the new normal is the recurring revenue business. Charging customers on a monthly basis, firms with this model have to play by an entirely new set of rules, rules which generally favor the customer over the seller. But this new model also opens up fantastic opportunities to provide and extract more value from the relationship as well. To create that value business needs to move away from a hunting mindset to a farming mindset. That change is the new paradigm of Customer Success. Many business leaders have heard of Customer Success but few understand what it really means to run their business from the Customer Success standpoint. Even fewer have the experience to build the Customer Success function and optimize its performance. As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one of the earliest proponents of this business realignment. In
| Author | : Francoise Tourniaire |
| Publisher | : Lulu.com |
| Total Pages | : 389 |
| Release | : 2016-02-02 |
| Genre | : Business & Economics |
| ISBN | : 1329873319 |
Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.
| Author | : Richard Lepsinger |
| Publisher | : John Wiley & Sons |
| Total Pages | : 85 |
| Release | : 2010-09-09 |
| Genre | : Business & Economics |
| ISBN | : 0470872411 |
In today’s complex organizations it is not uncommon to have as many as 50 percent of employees working on virtual teams. As the “virtual revolution” continues to spread, how can companies ensure that virtual team collaboration is producing the desired results? Highly practical and easy to navigate, Virtual Team Success leverages the authors’ robust global research study and hands-on experience to provide an immediately usable resource for virtual team members and team leaders. This groundbreaking book is a hands-on, practical toolkit filled with down-to-earth examples and insights that can enhance the virtual team experience for everyone involved. The authors’ research study is one of the most comprehensive applied studies ever conducted on virtual teams, and all of the recommendations outlined are based on these findings as well as the authors’ years of experience helping virtual teams and virtual team leaders effectively lead and collaborate from a distance. To help organizations and leaders enhance virtual team performance, the book includes: Why Virtual Teams Fail—outlines the four pitfalls that frequently derail virtual teams Profile of High Performing Teams—addresses the characteristics of the most effective virtual teams and what makes them successful Virtual Team Launch Kit—provides practical guidelines and tools for successfully launching virtual teams How to RAMP Up Your Team’s Effectiveness—introduces a practical research-based model of virtual team effectiveness to improve team performance Profile of Top Performing Virtual Team Leaders—identifies the practices of the most successful virtual team leaders Facilitating High-Impact Virtual Meetings—includes tips and techniques to effectively lead “v-meetings” Virtual Team Success also includes practical resources for virtual team leaders, quick reference guides for diagnosing virtual team problems, and six lessons for virtual team success.
| Author | : Rick Adams |
| Publisher | : CRC Press |
| Total Pages | : 279 |
| Release | : 2019-06-14 |
| Genre | : Business & Economics |
| ISBN | : 0429595484 |
Practical Customer Success Management is a complete "handbook for CSMs", written by a customer success expert who has coached and trained many hundreds of customer success managers across the globe. The book is aimed at increasing both productivity and consistency of quality of output for customer success managers of all levels, from relative newcomers through to seasoned professionals. The book is highly practical in nature and is packed full of good humored but very direct advice and assistance for dealing with exactly the types of real world situations CSMs face every day. Practical Customer Success Management provides a simple-to-follow, best practice framework that explains what the core customer success management steps are at each stage of the customer journey to business outcome success and in what circumstances to apply those steps. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed explanations and step-by-step guidance for successfully completing each activity or task. Included in this book is an entire suite of tools and templates that enable rapid completion of each task and ensure consistency of approach both across multiple customer engagements and by multiple CSMs within a team. Each tool’s use is clearly explained within the book, and CSMs are able to adapt and customize the tools to suit their own specific needs as they see fit.
| Author | : László Károlyi |
| Publisher | : iUniverse |
| Total Pages | : 231 |
| Release | : 2015-01-05 |
| Genre | : Business & Economics |
| ISBN | : 1491753420 |
A successful business executive helps you propel your business forward by sharing the successes and mistakes that hes learned over a thirty-year career. Divided into four sections that coincide with the changing seasons, the lessons allow you to excel when times are good and bad. The fifteenth and final story in each chapter is by a guest writer who provides a different point of view on an important business topic. There are lessons for autumn, when the world is changing; for winter, when new solutions should be sought out; for spring, when its difficult to implement new ideas; and for summer, when its time to reap the rewards of hard work. Get tools and strategies you need to: adjust to change so your business can thrive; keep calm under pressure and manage crises; combine tradition and innovation to achieve better results; strike a healthy balance between work and private life. By being creative, you can keep business surging in the right direction. All it takes is the determination to learn, plan, and adapt to change by being a Business Chameleon.
| Author | : Martin Newman |
| Publisher | : Kogan Page Publishers |
| Total Pages | : 305 |
| Release | : 2018-08-03 |
| Genre | : Business & Economics |
| ISBN | : 0749482680 |
FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
| Author | : Wayne McCulloch |
| Publisher | : Lioncrest Publishing |
| Total Pages | : 344 |
| Release | : 2021-04-27 |
| Genre | : |
| ISBN | : 9781544516608 |
As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust? Wayne McCulloch has more than 25 years of experience in the software industry-years spent in training, adoption, and customer experience, the building blocks for customer success. Now he's sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you'll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective-this book provides both, and more.
