Practical Customer Success Management

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Practical Customer Success Management

Author : Rick Adams
Publisher : CRC Press
Page : 396 pages
File Size : 46,8 Mb
Release : 2019-06-14
Category : Business & Economics
ISBN : 9780429594199

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Practical Customer Success Management by Rick Adams Pdf

"This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often." Peter Armaly, Senior Director Customer Success, Oracle "...a comprehensive review of the Customer Success role and responsibilities..." Anne Marie Ponder, Senior Manager, IT Infrastructure, Astellas Pharma US "...a must read playbook for all business leaders and customer success-focused professionals." Jason Noble, Global Customer Success and SaaS Leader "I wish a book like this existed when I started in Customer Success!" Cyn Taylor, Enterprise Customer Success Manager, LogicMonitor "...provides all the ingredients to create the right customer success strategy." Baptiste Debever, Head of Growth & Co Founder, Alkalab "...an invaluable resource for anyone with an interest in Customer Success." Adam Joseph, CEO, CSM insight "A structured and logical approach that will help new and experienced CSMs to bridge the gap between Customer Success theory and practical application." James Scott, General Partner, Success Hacker Customer success management is "the practice of helping customers to generate value from using our products" and it is a relatively new and fast-growing profession with many new CSMs coming into it from other customer-facing professions. Due to the speed with which the profession is undergoing change as it matures and expands, both new and existing CSMs need to keep abreast of customer success best practice. However there are relatively few books that provide much in the way of practical guidance for customer success practitioners and even less options for resources such as tools, templates and checklists that enable a consistently high quality approach whilst increasing the CSM’s productivity. Practical Customer Success Management is a practical guide book and comprehensive training manual for CSMs that provides a simple to follow, best practice framework that lays out the core steps at every stage of the customer journey to business outcome success. 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 guidance for successfully completing those activities. The book also includes a suite of tools and templates that enable rapid completion of tasks whilst ensuring consistency of approach both across multiple customer engagements and by multiple CSMs within a team.

Customer Success

Author : Nick Mehta,Dan Steinman,Lincoln Murphy
Publisher : John Wiley & Sons
Page : 256 pages
File Size : 43,5 Mb
Release : 2016-02-29
Category : Business & Economics
ISBN : 9781119167969

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Customer Success by Nick Mehta,Dan Steinman,Lincoln Murphy Pdf

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.

The Customer Success Professional's Handbook

Author : Ashvin Vaidyanathan,Ruben Rabago
Publisher : John Wiley & Sons
Page : 297 pages
File Size : 43,9 Mb
Release : 2020-01-15
Category : Business & Economics
ISBN : 9781119624615

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The Customer Success Professional's Handbook by Ashvin Vaidyanathan,Ruben Rabago Pdf

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.

The Customer Success Economy

Author : Nick Mehta,Allison Pickens
Publisher : John Wiley & Sons
Page : 392 pages
File Size : 41,7 Mb
Release : 2020-05-19
Category : Business & Economics
ISBN : 9781119572763

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The Customer Success Economy by Nick Mehta,Allison Pickens Pdf

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.

The Art of Support

Author : Francoise Tourniaire
Publisher : Lulu.com
Page : 389 pages
File Size : 53,5 Mb
Release : 2016-02-02
Category : Business & Economics
ISBN : 9781329873315

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The Art of Support by Francoise Tourniaire Pdf

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.

Farm Don't Hunt

Author : Guy Nirpaz,Fernando Pizarro
Publisher : Guy Nirpaz
Page : 140 pages
File Size : 46,6 Mb
Release : 2016-02-21
Category : Customer relations
ISBN : 0692620931

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Farm Don't Hunt by Guy Nirpaz,Fernando Pizarro Pdf

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

Managing Six Sigma

Author : Forrest W. Breyfogle, III,James M. Cupello,Becki Meadows
Publisher : John Wiley & Sons
Page : 296 pages
File Size : 50,9 Mb
Release : 2000-10-11
Category : Technology & Engineering
ISBN : 0471396737

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Managing Six Sigma by Forrest W. Breyfogle, III,James M. Cupello,Becki Meadows Pdf

Advance Praise for Managing Six Sigma "This book is a unique blend of practical knowledge and cultural change, revolution and evolution strategies. I recommend that serious managers buy the book, spend some serious time reading, and then go out and use its lessons to make a name for themselves."-William Baker, Benchmarking/Knowledge Transfer Office, Raytheon Corporation "I believe Managing Six Sigma will be the new reference standard for the quality movement in coming years."-Robert T. Hunter, Executive Vice President, Rehnborg Center for Nutrition and Wellness "[The authors'] step-by-step process for integrating the tools of Six Sigma takes the mystery out of this methodology and, by itself, makes this book worth having."-Dennis Adsit, PhD, Vice President, Quality, Intuit "Breyfogle's Six Sigma deployment methodology is explained in detail for four different business processes: manufacturing, service, transactional, and development. . . . His 21-step plan for each business process is explained in a way that allows any type of company to perform a successful implementation."-Mark Feller, Director of Quality, Baker Electronics "Breyfogle teaches not only the wider application but also the deeper implications and in-depth implementation of Six Sigma deployment in organizations large and small."-Ram Josyula, President, gelrad.com Managing Six Sigma is the only book that provides both detailed coverage of Six Sigma techniques and effective methods for managing those who implement Six Sigma. With real-world case studies recounting the triumphs and pitfalls encountered during successful implementations at Motorola and General Electric-plus plans, checklists, and metrics to speed up the implementation process-this rich resource helps managers solve problems effectively and ensure a fast, smooth, and successful Six Sigma implementation.

Fit for Growth

Author : Vinay Couto,John Plansky,Deniz Caglar
Publisher : John Wiley & Sons
Page : 296 pages
File Size : 46,7 Mb
Release : 2017-01-10
Category : Business & Economics
ISBN : 9781119268536

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Fit for Growth by Vinay Couto,John Plansky,Deniz Caglar Pdf

A practical approach to business transformation Fit for Growth* is a unique approach to business transformation that explicitly connects growth strategy with cost management and organization restructuring. Drawing on 70-plus years of strategy consulting experience and in-depth research, the experts at PwC’s Strategy& lay out a winning framework that helps CEOs and senior executives transform their organizations for sustainable, profitable growth. This approach gives structure to strategy while promoting lasting change. Examples from Strategy&’s hundreds of clients illustrate successful transformation on the ground, and illuminate how senior and middle managers are able to take ownership and even thrive during difficult periods of transition. Throughout the Fit for Growth process, the focus is on maintaining consistent high-value performance while enabling fundamental change. Strategy& has helped major clients around the globe achieve significant and sustained results with its research-backed approach to restructuring and cost reduction. This book provides practical guidance for leveraging that expertise to make the choices that allow companies to: Achieve growth while reducing costs Manage transformation and transition productively Create lasting competitive advantage Deliver reliable, high-value performance Sustainable success is founded on efficiency and high performance. Companies are always looking to do more with less, but their efforts often work against them in the long run. Total business transformation requires total buy-in, and it entails a series of decisions that must not be made lightly. The Fit for Growth approach provides a clear strategy and practical framework for growth-oriented change, with expert guidance on getting it right. *Fit for Growth is a registered service mark of PwC Strategy& Inc. in the United States

Business Process Management

Author : John Jeston,Johan Nelis
Publisher : Routledge
Page : 689 pages
File Size : 46,9 Mb
Release : 2014-01-21
Category : Business & Economics
ISBN : 9781136172984

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Business Process Management by John Jeston,Johan Nelis Pdf

This textbook provides organisational leadership with an understanding of business process management and its benefits to an organisation. It provides a practical framework, complete with a set of tools and techniques, to successfully implement business process management projects.

Managing for Success

Author : Steven R. Smith
Publisher : Unknown
Page : 150 pages
File Size : 52,8 Mb
Release : 2014-02-03
Category : Electronic
ISBN : 0989748804

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Managing for Success by Steven R. Smith Pdf

MYOU TOO CAN BECOME A SUCCESSFUL MANAGER"Practical Advice on the Most Important Components of Your Job as Manager or Supervisor" This, concise, 150-page guide is for open-minded people anxious to learn what they really should be doing (and how) as a managers of people and departments. It includes the best ideas I have discovered and applied throughout my 42-year career working for 15 companies of all sizes. Most of us never receive the training we need to be a good manager; but this book fills that void and covers a manager's most important duties and responsibilities, Included are chapters on how to manage your department, individual employees and even your boss. Take a look at the table of contents inside the book to get a better idea of all that is covered including how to hire, motivate, enrich jobs, set goals, delegate, coach, make decisions, conduct performance reviews, hold staff meetings, build trust, and much more. Like you, I was not trained to be a manager either. But I learned how through a lot of reading, studying, trial and error. It would have been much easier if I had a book like this early in my management career. But, YOU do have it. For a small price you can benefit from my experience, knowledge and advice. If you study and apply the practical advice in this guide, you too can jump-start your successful career as a manager or supervisor. Don't wait. Buy it now

Fostering Independent Learning

Author : Virginia Smith Harvey,Louise A. Chickie-Wolfe
Publisher : Guilford Press
Page : 273 pages
File Size : 52,5 Mb
Release : 2007-03-02
Category : Education
ISBN : 9781593854515

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Fostering Independent Learning by Virginia Smith Harvey,Louise A. Chickie-Wolfe Pdf

Accessible, practical, and empowering, this book gives school professionals the tools to put students in charge of their own learning. Going beyond traditional "study skills" guides that focus on the mechanics of homework completion and test taking, the authors address the underlying psychological factors that influence academic success and lifelong learning. They provide step-by-step guidance and data-based interventions for helping each student develop a repertoire of problem-solving strategies in the areas of motivation, emotional responses to learning, behavior, time management, organization, memory, reading, writing, math, and more. In a large-size format with lay-flat binding to facilitate photocopying, the volume includes dozens of reproducible handouts and forms. This book is in The Guilford Practical Intervention in the Schools Series.

The Customer Success Pioneer

Author : Kellie Lucas
Publisher : Practical Inspiration Publishing
Page : 192 pages
File Size : 46,5 Mb
Release : 2019-10-25
Category : Business & Economics
ISBN : 9781788600408

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The Customer Success Pioneer by Kellie Lucas Pdf

*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!* Are you a Customer Success Executive or making your way up the Customer Success ladder? Do you want to transform churn into maximum recurring revenue and growth? Are you looking for a clear route to an established framework? Are you determined to be proactive, rather than constantly firefighting, with your customers? Is your company invested in or implementing a customer-focused philosophy? If you answered yes to any of these questions, this book is for you! Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals. The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

Virtual Team Success

Author : Richard Lepsinger,Darleen DeRosa
Publisher : John Wiley & Sons
Page : 224 pages
File Size : 55,6 Mb
Release : 2010-09-09
Category : Business & Economics
ISBN : 0470872411

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Virtual Team Success by Richard Lepsinger,Darleen DeRosa Pdf

Praise for VIRTUAL TEAM SUCCESS "There's no school for this yet, but when the first is established, Virtual Team Success: A Practical Guide for Working and Leading from a Distance will certainly be the core curriculum." —JESSICA LIPNACK AND JEFFREY STAMPS, CEO and co-founders, NetAge "Virtual Team Success is a must have for anyone managing geographically-dispersed teams. DeRosa and Lepsinger bring experience and credentials to guide us all through the labyrinth of problems that so often derail virtual teams. As our global businesses become increasingly complex, I can't imagine a more timely or better resource." —JAY MOLDENHAUER-SALAZAR, vice president, talent management, The Gap "For global teams that want to be top-performing, Virtual Team Success should be their team handbook. It's loaded with tools, checklists, models, and practical recommendations for working and leading from a distance. This is the kind of book virtual teams really need to be successful. I've been waiting for a book like this and look forward to recommending it as a resource that can help improve the performance of our teams!" —KATHLEEN MCGUIRE, manager organizational development, Bayer Healthcare HR Global Leadership Development "Virtual teams are intended to make optimal use of expertise spread across the world, but performance excellence is the exception and mediocrity the rule. After extensive and careful study of real teams, DeRosa and Lepsinger have captured essential information, principles of operation, and tools in a highly readable volume that can help thoughtful readers elevate the performance of the teams significantly. The practical focus, collection of techniques and tools, and "how to" tips provide an essential foundation for anyone with virtual team responsibility. The organization of the book centered around challenges, differentiators, and lessons will facilitate finding answers to any problem the team faces. The RAMP model makes it easy to focus on what's important in enabling top performance." —MIKE BEYERLEIN, professor, Organizational Leadership, Purdue University

Five Good Ideas

Author : Alan Broadbent,Ratna Omidvar
Publisher : Coach House Books
Page : 270 pages
File Size : 49,7 Mb
Release : 2011-11-29
Category : Business & Economics
ISBN : 9781770563032

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Five Good Ideas by Alan Broadbent,Ratna Omidvar Pdf

Non-profits are big business. As the sector expands to embrace new issues, there is increased pressure for accountability, relevancy, and efficiency. Practitioners are expected to be experts in a variety of fields. In Five Good Ideas, forty professionals from successful non-profits large and small offer information, strategies for action, and management solutions that are easy to implement and will improve how organizations function. Alan Broadbent is the chair of Avana Capital, Tides Canada Foundation, and Maytree, and is the author of Urban Nation. Ratna Omidvar is the president of Maytree and is The Globe and Mail's 2010 Nation Builder of the Decade for Citizenship.

The Practical Guide to Project Management Documentation

Author : John Rakos,Karen Dhanraj,Scott Kennedy,Laverne Fleck,Steve Jackson,James Harris
Publisher : John Wiley & Sons
Page : 336 pages
File Size : 43,7 Mb
Release : 2015-03-17
Category : Technology & Engineering
ISBN : 9781119120247

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The Practical Guide to Project Management Documentation by John Rakos,Karen Dhanraj,Scott Kennedy,Laverne Fleck,Steve Jackson,James Harris Pdf

Project Management The one-stop resource for project management documentation and templates for all projects The success of any project is crucially dependent on the documents produced for it. The Practical Guide to Project Management Documentation provides a complete and reliable source of explanations and examples for every possible project-related document-from the proposal, business case, and project plan, to the status report and final post-project review. The Practical Guide to Project Management Documentation is packed with material that slashes the time and effort expended on producing new documents from scratch. Following the processes in the Project Management Institute's PMBOK® Guide, this one-stop, full-service book also offers tips and techniques for working with documents in each project process. Documentation for several project/client scenarios is addressed, including internal and externally contracted projects. A single project-the construction of a water theme park-is used as the case study for all the document examples. An included CD-ROM provides all the documents from the book as Microsoft Word(r) files. Readers can use these as a framework to develop their own project documents. The Practical Guide to Project Management Documentation is an unmatched reference for the numerous documents essential to project managers in all industries. (PMBOK is a registered mark of the Project Management Institute, Inc.)