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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.
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 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.
Author : John R. DiJulius Publisher : Greenleaf Book Group Page : 265 pages File Size : 43,8 Mb Release : 2019-10-08 Category : Business & Economics ISBN : 9781626346444
Creating Authentic Customer Connections in a High-Tech World In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever—and they will be the key to success for businesses moving forward. As he aptly states, “Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating the human experience, which is what creates the emotional connections that build true customer loyalty.” This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.
In today’s business world, it takes more than a website to stay competitive. The smartest, most successful companies are using radically new membership models, subscription-based formats, and freemium pricing structures to grow their customer base―and explode their market valuation―in the most disruptive shift in business since the Industrial Revolution. This is The Membership Economy. Written by an expertconsultant, this groundbreaking book will show you how to turn ordinary customers into members for life. Learn how to: Turn digital subscriptions into forever sales Build an online community your customers will love Develop new loyalty programs that really pay off Transform freemium users into superusers Create a self-generating revenue stream Keep memberships and profits growing for years to come Whether you’re a small business with limited resources, an established company using a traditional business model, or a hungry start-up who wants a bigger bang for your buck, this comprehensive guide provides a wealth of membership-building options to suit every need. You’ll learn the best-kept secrets of top industry leaders, from global giants like Am Ex and Weight Watchers to smaller dot-com successes like SurveyMonkey and Pandora. You’ll find proven strategies for creating membership programs for everything from vacation timeshares and car rentals to video streaming and Software-as-a-Service. Most importantly, you’ll discover what works, and what doesn’t, from some of the key players in the new membership economy. It’s not about ownership; it’s about access, options, and freedom. When you join forces with your customers, membership has its rewards―for you, your company, and your continued success.
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.
Author : Steve Lucas Publisher : Greenleaf Book Group Page : 216 pages File Size : 49,9 Mb Release : 2018-09-18 Category : Business & Economics ISBN : 9781626344990
Engagement is the key to success for today’s businesses. The world we live in is radically different today from what it was even just five years ago. It is hyperdigital and becoming more so every day. Ironically, we use connected to describe this new world, yet we are asked to interact increasingly through apps and browsers instead of via face-to-face contact with customers and clients. Even with all the incredible advances, it’s worth pondering whether organizations actually feel more connected to the people and the companies they do business with. In Engage to Win, author Steve Lucas introduces a new model for marketing to address this new hyper-digital world—one founded on engagement. He introduces the idea that embracing and driving engagement throughout organizations and using it with customers, prospects, employees, and partners is what will set companies apart. This digital era demands that marketers understand the science of marketing in order to scale and succeed. But if we embrace mathematics alone, while abandoning feeling, meaning, and authenticity, we will fail to deliver on the desires of our clients: to feel listened to and understood. So how do we win the heart and mind of the buyer in this new world? Develop a real strategy around engagement by practicing these simple steps: listen, learn, and engage. Listening creates insights, insights drive engagement, and engagement drives revenue. Truly engaging with customers will allow businesses to see, in real-time, when customers' wants and needs are changing, so businesses will be able to adapt, survive, and ultimately thrive!
Globalization, by which is meant the increasing economic interdependence among nations, has been a critical ingredient in enabling enormous improvement in mankind''s condition. While progress has not always been smooth, and has not come without dislocation for some, the economic policy challenge has been, and is, to enable the realization of the large potential benefits of globalization while simultaneously reducing the negative side effects and providing safety nets for those whose lives are disrupted in the process. This volume focuses on the successes of globalization, and some of the main economic policy challenges and solutions that arise to enhance the benefits and lower the costs. It covers different aspects of globalization, sovereign debt restructuring, development of the financial sector and financial crises in Asia, Turkey, Brazil, etc. The final part of the book covers multilateral international organizations, namely the World Trade Organization, the IMF and the World Bank.
The Customer Catalyst by Chris Adlard,Daniel Bausor Pdf
How organisations can drive growth in the Customer Economy The Digital Revolution has changed the business landscape in remarkable ways and will continue to do so. Organisations across industries and around the world are being disrupted and digitised at increasing pace – putting far more power in the hands of both customers and end-consumers. The traditional inside-out, functionally-siloed business model, typical of the product and sales-led growth era is over. The Customer Catalyst shows how organisations can put customers truly at the heart of their business and catalyse genuine, sustainable growth. Future business models are no longer about functions – they are beginning to revolve around customers. Customer-led companies will, over time, unpack their static functional activities and transform their structure. Customer advocates already wield massive influence in a customer’s buying process, and this is only set to increase. This is already changing the role and nature of business functions and Sales is no longer seen as the only source of growth. The Customer Economy is placing greater demands on businesses and offers greater rewards to the businesses that meet and exceed customer expectations. This invaluable book will enable readers to: Lead their organisations to more profitable and sustainable growth Transform their organisations to become truly customer-centric with the C-change growth engine Explore in-depth stories from leaders of companies such as Zoom, Signify, Starling Bank, Ritz Carlton, Microsoft and Finastra with frank advice and practical steps to achieve success Help their companies adapt to, and profit from, the new realities of the Customer Economy Gain important insights from business leaders on best practice in key customer-centric growth areas The Customer Catalyst shows businesses how to survive the transition to the Customer Economy, transform to align around today’s dynamic customer needs, and ultimately, drive sustainable business growth.
Building the Green Economy by Kevin Danaher,Shannon Biggs,Jason Mark Pdf
After centuries of economic activity based on extraction, exploitation, and depletion, we now face undeniable environmental threats. New business models that save or restore natural resources are critical. But how can we translate that insight into more sustainable practices? Building the Green Economy shows how community groups, families, and individual citizens have taken action to protect their food and water, clean up their neighborhoods, and strengthen their local economies. Their unlikely victories—over polluters, unresponsive bureaucracies, and unexamined routines—dramatize the opportunities and challenges facing the local green economy movement. Drawing on their extensive experience at Global Exchange and elsewhere, the authors also: Lay out strategies for a more successful green movement Describe how communities have protected their victories from legal and political challenges Provide key resources for local activists Include conversations with Rocky Anderson, Lois Gibbs, Anuradha Mittal, David Morris, Michael Shuman, and other activists and leaders.
Winning in the Trust and Value Economy by Meridith Elliott Powell Pdf
If you want to be successful in this economy, the first thing to realize is just how incredibly different it is. No matter what the experts and business gurus are saying or predicting, the truth is that no matter what the economy does - whether it goes up or goes down - your customer has forever changed and that change will impact you and your entire business. Winning in the Trust and Value Economy is a practical how-to book for business owners, entrepreneurs, sales managers and other professionals looking to stay competitive in today's market. It offers insights into the psychology of today's customer, and reasons why the importance of customer engagement, experience, and personal connection has increased. It offers specific tips and techniques to guide a business through changes necessary to not only stay afloat, but to thrive in a way that is enjoyable for all involved. It's a book written on the principle that today's change must not be ignored, that this change is different, an economy we've never experienced before.
The Experience Economy by B. Joseph Pine,James H. Gilmore Pdf
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
Right Relationship by Peter Brown,Peter G. Brown,Geoffrey Garver Pdf
Our current economic system is unsustainable. Its fundamental elements, unlimited growth, and endless wealth accumulation fly in the face of the fact that the Earth's resources are clearly finite. In this work, the authors offer a comprehensive new economic model.
Business Intelligence Success Factors by Olivia Parr Rud Pdf
Over the last few decades, the growth of Business Intelligence has enabled companies to streamline many processes and expand into new markets on an unprecedented scale. New BI technologies are also enabling mass collaboration and innovation. However, implementation of these BI solutions often gives rise to new challenges. Business Intelligence Success Factors shows you how to turn those challenges into opportunities by mastering five key skills. Olivia Parr Rud shares insights gained from her two decades of experience in Business Intelligence to offer the latest practices that are emerging in organizational development. Written to help enhance your understanding of the current business climate and to provide the tools necessary to thrive in this new global economy, Business Intelligence Success Factors examines the components of chaos theory, complex adaptive systems, quantum physics, and evolutionary biology. A scientific framework for these new corporate issues helps explain why developing these key competencies are critical, given the speed of change, globalization, as well as advancements in technology and Business Intelligence. Divided into four cohesive parts, Business Intelligence Success Factors explores: The current business landscape as well as the latest scientific research: today's business realities and how and why they can lead to chaos New scientific models for viewing the global economy The five essential competencies—Communication, Collaboration, Innovation, Adaptability, and Leadership—that improve an organization's ability to leverage the new opportunities in a volatile global economy Profiles of several amazing leaders who are working to make a difference Cutting-edge research and case studies via invited contributors offering a wealth of knowledge and experience Move beyond mere survival to realize breakaway success in the global economy with the practical guidance found in Business Intelligence Success Factors.
Lessons from the Titans: What Companies in the New Economy Can Learn from the Great Industrial Giants to Drive Sustainable Success by Scott Davis,Carter Copeland,Rob Wertheimer Pdf
Three top Wall Street analysts reveal enduring lessons in sustainable success from the great industrial titans—the high-tech companies of their day—to the disruptors that now dominate the economy. Before Silicon Valley disrupted the world with new technologies and business models, America’s industrial giants paved the way. Companies like General Electric, United Technologies, and Caterpillar were the Google and Amazon of their day, setting gold standards in innovation, growth, and profitability. Today’s leaders can learn a great deal from their successes, as well as their missteps. In this essential guide, three veteran Wall Street analysts reveal timeless lessons from the titans of industry—and offer battle-tested survival tactics for an ever-changing world. You’ll learn: how GE became the largest company on earth—only for a culture of arrogance to set in motion the largest collapse in history how Boeing reassessed risks, raised profits—and tragically lost its balance how Danaher avoided the pitfalls of tremendous success—by continually reinventing itself how Honeywell experienced a near-fatal cultural breakdown—and executed a flawless turnaround how Caterpillar relied too much on forecasting, lost billions—and rallied by recommitting to the basics Filled with illuminating case studies and brilliant in-depth analysis, this invaluable book provides a multitude of insights that will help you weather market upheavals, adapt to disruptions, and optimize your resources to your best advantage. You’ll learn hard-won lessons in innovation, growth, resilience, and operational excellence, as well as the time-proven fundamentals of continuous improvement for lasting success. In the end, you’ll have your own personal toolbox of useful takeaways from more than a century’s worth of data, experience, wisdom, and can-do spirit, courtesy of some of the greatest business enterprises of all time. This is how manufacturers survived the first disruptors of technology—and how today’s giants can survive and thrive during continuous cycles of disruption.