The Customer Success Economy
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The Customer Success Economy
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Author : Nick Mehta
language : en
Publisher: John Wiley & Sons
Release Date : 2020-05-19
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 2020-05-19 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.
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 Professional S Handbook
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Author : Ashvin Vaidyanathan
language : en
Publisher: John Wiley & Sons
Release Date : 2020-01-15
The Customer Success Professional S Handbook written by Ashvin Vaidyanathan 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 2020-01-15 with Business & Economics categories.
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.
Scaling Customer Success
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Author : Chitra Madhwacharyula
language : en
Publisher: Apress
Release Date : 2023-04-01
Scaling Customer Success written by Chitra Madhwacharyula and has been published by Apress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-01 with Business & Economics categories.
Customer Success is a relatively a new discipline that focuses on maximizing customer business value and outcomes realization. Practitioners focus on customer adoption, customer experience and then positive correlation, organic growth and retention is achieved. This book will provide a practical guide for operationalizing the Customer Success function and methodologies. As we now step into the next phase of Customer Success, a phase of growth and standardization, it becomes important to start thinking about how to effectively scale this extremely important function. You'll see how to go from just offering a taste of Customer Success experience to your top customers, to offering it to all your customers, irrespective of their tier, spending, and current growth potential. As you expand the scope of Customer Success across all your customers, it becomes very important to understand how to operationalize Customer Success, how to convert the philosophies and ideas and best practices to usable operational models, and how to build a Customer Success Center of Excellence (CoE) focused on standardizing, scaling and expanding Customer Success practices and methodologies to optimize customer and company success and ROI. Scaling Customer Success will show you what kind of operational processes and workflows need to be put in place based on the stage of your company, products, customer engagement model and desired outcomes, what metrics are important to measure and how to capture those metrics. You'll also study what kinds of workflows to establish, how to effectively map and analyze results and most importantly, how to do Customer Success at scale effectively. What You'll Learn • Understand what a Customer Success Center of Excellence is• Establish a blueprint for how to scale and automate a Customer Success practice• Review information on key Customer Success metrics and workflows Who This Book Is For Company leaders and customer success managers
Digital Customer Success
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Author : Nick Mehta
language : en
Publisher: John Wiley & Sons
Release Date : 2024-05-07
Digital 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 2024-05-07 with Business & Economics categories.
Automate your Customer Success efforts to reduce churn and increase profits In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it — without ever needing to reach out to a live Customer Success Manager. The authors provide a detailed “How-To” guide to Digital Customer Success that explains how you can meet the needs of your customers, investors, and team members. You'll explore the basics of the authors' original Digital Customer Success Maturity Model and the core tenets of how to get started. After that, you'll find: Explanations of the ideal organizational structures to enable Digital Customer Success management Case studies and examples from real companies blazing new trails in Customer Success Critical success measurements and metrics you can use to determine if your company is on the right track or if it needs to reorient Perfect for managers, executives, directors, founders, entrepreneurs, and other business leaders involved in the sale of digital and software products, Digital Customer Success is also a can't-miss resource for Customer Success professionals, sales leaders, marketers, product development professionals, and anyone else with a stake in reducing customer churn and increasing revenues.
The Relationship Economy
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Author : John R. DiJulius
language : en
Publisher: Greenleaf Book Group
Release Date : 2019-10-08
The Relationship Economy written by John R. DiJulius and has been published by Greenleaf Book Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-08 with Business & Economics categories.
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.
The Customer Catalyst
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Author : Chris Adlard
language : en
Publisher: John Wiley & Sons
Release Date : 2019-12-16
The Customer Catalyst written by Chris Adlard 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 2019-12-16 with Business & Economics categories.
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.
Struggling With Success
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Author : Anne O. Krueger
language : en
Publisher: World Scientific
Release Date : 2012
Struggling With Success written by Anne O. Krueger and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
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 Membership Economy
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Author :
language : en
Publisher:
Release Date : 2018
The Membership Economy written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with Customer clubs categories.
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.
Business Intelligence Success Factors
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Author : Olivia Parr Rud
language : en
Publisher: John Wiley & Sons
Release Date : 2009-06-02
Business Intelligence Success Factors written by Olivia Parr Rud 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 2009-06-02 with Business & Economics categories.
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.