Description
Book SynopsisYour 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.
Table of ContentsGainsight Book Foreword xi
PART I Customer Success: The History, Organization, and Imperative 1
Chapter 1 The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial 3
Chapter 2 The Customer Success Strategy: The New Organization versus the Traditional Business Model 25
Chapter 3 Customer Success for Traditional Nonrecurring Revenue Businesses 45
PART II The Ten Laws of Customer Success 63
Chapter 4 The Practice of Customer Success 65
Chapter 5 Law 1: Sell to the Right Customer 69
Chapter 6 Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart 79
Chapter 7 Law 3: Customers Expect You to Make ThemWildly Successful 91
Chapter 8 Law 4: Relentlessly Monitor and Manage Customer Health 103
Chapter 9 Law 5: You Can No Longer Build Loyalty through Personal Relationships 113
Chapter 10 Law 6: Product Is Your Only Scalable Differentiator 125
Chapter 11 Law 7: Obsessively Improve Time-to-Value 137
Chapter 12 Law 8: Deeply Understand Your Customer Metrics 147
Chapter 13 Law 9: Drive Customer Success through Hard Metrics 159
Chapter 14 Law 10: It’s a Top-Down, Company-Wide Commitment 171
PART III Chief Customer Officer, Technology, and Future 181
Chapter 15 The Rise of the Chief Customer Officer 183
Chapter 16 Customer Success Technology 199
Chapter 17 Where Do We Go from Here? 215
Index 229
