Practical Customer Success Management
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Practical Customer Success Management
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Author : Rick Adams
language : en
Publisher: CRC Press
Release Date : 2019-06-14
Practical Customer Success Management written by Rick Adams and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-06-14 with Business & Economics categories.
"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
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Author : Nick Mehta
language : en
Publisher: John Wiley & Sons
Release Date : 2016-02-29
Customer Success written by Nick Mehta and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-02-29 with Business & Economics categories.
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 Economy
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Author : Nick Mehta
language : en
Publisher: John Wiley & Sons
Release Date : 2020-04-10
The Customer Success Economy written by Nick Mehta and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-10 with Business & Economics categories.
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.
Practical Customer Success Management
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Author : Rick Adams
language : en
Publisher: CRC Press
Release Date : 2019-06-14
Practical Customer Success Management written by Rick Adams and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-06-14 with Business & Economics categories.
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.
Designed For Digital
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Author : Jeanne W. Ross
language : en
Publisher: MIT Press
Release Date : 2021-09-21
Designed For Digital written by Jeanne W. Ross and has been published by MIT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-09-21 with Business & Economics categories.
One of Forbes's Top Ten Technology Books of the Year How to redesign ‘big, old’ companies for digital transformation and success—with examples from 300+ business leaders and 30+ organizations, including Amazon Uber, LEGO, and Toyota. Most established companies have deployed such digital technologies as the cloud, mobile apps, the internet of things, and artificial intelligence. But few established companies are designed for digital. Full of practical advice and real-life examples of digital transformation, this book is an essential guide for retooling organizations for digital success through 5 key building blocks: • Shared Customer Insights • Operational Backbone • Digital Platform • Accountability Framework • External Developer Platform In the digital economy, rapid pace of change in technology capabilities and customer desires means that business strategy must be fluid. As a result, business design has become a critical management responsibility. Effective business design enables a company to quickly pivot in response to new competitive threats and opportunities. Most leaders today, however, rely on organizational structure to implement strategy, unaware that structure inhibits, rather than enables, agility. In companies that are designed for digital, people, processes, data, and technology are synchronized to identify and deliver innovative customer solutions—and redefine strategy. Digital design, not strategy, is what separates winners from losers in the digital economy. Designed for Digital includes case studies from Amazon, BNY Mellon, DBS Bank, LEGO, Philips, Schneider Electric, USAA, and many other global organizations. Drawing on 5 years of research, the book is an essential guide for companies that want to disrupt rather than be disrupted in the new digital landscape.
Managing For Success
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Author : Steven R. Smith
language : en
Publisher:
Release Date : 2014-02-03
Managing For Success written by Steven R. Smith and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02-03 with categories.
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
Practical E Manufacturing And Supply Chain Management
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Author : Gerhard Greeff
language : en
Publisher: Elsevier
Release Date : 2004-08-11
Practical E Manufacturing And Supply Chain Management written by Gerhard Greeff and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-08-11 with Business & Economics categories.
New technologies are revolutionising the way manufacturing and supply chain management are implemented. These changes are delivering manufacturing firms the competitive advantage of a highly flexible and responsive supply chain and manufacturing system to ensure that they meet the high expectations of their customers, who, in today's economy, demand absolutely the best service, price, delivery time and product quality.To make e-manufacturing and supply chain technologies effective, integration is needed between various, often disparate systems. To understand why this is such an issue, one needs to understand what the different systems or system components do, their objectives, their specific focus areas and how they interact with other systems. It is also required to understand how these systems evolved to their current state, as the concepts used during the early development of systems and technology tend to remain in place throughout the life-cycle of the systems/technology. This book explores various standards, concepts and techniques used over the years to model systems and hierarchies in order to understand where they fit into the organization and supply chain. It looks at the specific system components and the ways in which they can be designed and graphically depicted for easy understanding by both information technology (IT) and non-IT personnel.Without a good implementation philosophy, very few systems add any real benefit to an organization, and for this reason the ways in which systems are implemented and installation projects managed are also explored and recommendations are made as to possible methods that have proven successful in the past. The human factor and how that impacts on system success are also addressed, as is the motivation for system investment and subsequent benefit measurement processes.Finally, the vendor/user supply/demand within the e-manufacturing domain is explored and a method is put forward that enables the reduction of vendor bias during the vendor selection process.The objective of this book is to provide the reader with a good understanding regarding the four critical factors (business/physical processes, systems supporting the processes, company personnel and company/personal performance measures) that influence the success of any e-manufacturing implementation, and the synchronization required between these factors.· Discover how to implement the flexible and responsive supply chain and manufacturing execution systems required for competitive and customer-focused manufacturing· Build a working knowledge of the latest plant automation, manufacturing execution systems (MES) and supply chain management (SCM) design techniques· Gain a fuller understanding of the four critical factors (business and physical processes, systems supporting the processes, company personnel, performance measurement) that influence the success of any e-manufacturing implementation, and how to evaluate and optimize all four factors
Set Them Up For Success
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Author : Ernest Mhande
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2017-07-21
Set Them Up For Success written by Ernest Mhande and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-21 with categories.
Set them up for success Set them up for Success outlines the root causes of dysfunction teams and the keys to building and overcoming them. Contrary to conventional wisdom, the causes of dysfunction are both identifiable and curable. However, they don't die easily. Making a team functional and cohesive requires levels of courage and discipline that many groups cannot seem to easily understand.
Literally
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Author : Marnie Stockman
language : en
Publisher:
Release Date : 2021-11
Literally written by Marnie Stockman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-11 with categories.
Customer Education
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Author : Adam Avramescu
language : en
Publisher: Independently Published
Release Date : 2019-01-10
Customer Education written by Adam Avramescu and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-10 with Business & Economics categories.
Today's software companies can't afford to be passive with their customers. As software moves to the web and becomes more consumerized, software companies can only grow if their current customers renew and grow over time. Otherwise those customers will leave, creating a "leaky bucket" of revenue.So, what are smart, innovative companies doing before they end up with severe churn problems? Forward-thinking companies invest in Customer Education early as a way to drive customer growth and maximize lifetime value in a scalable way. Over time, this function has the potential to differentiate a company in the market.Consider this book a survival guide to investing in a Customer Education function, including: -How to drive a Customer Education strategy across your customer lifecycle-Tips for creating killer content that will actually lead to customer performance-What tools to implement as part of your technology stack-Measurement strategies for improving your content and showing ROI-And more...