Description
Book Synopsis*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.
Trade ReviewThe book provides a thorough overview on what is customer success. Most of the book expands on the author’s experience in building a customer success organization from the ground up. It’s rich with examples, including questions you should ask yourself, how to measure your success, how to scale your team etc.
Definitely worth a good read.
* Amazon.com *
Table of ContentsList of figures xiii
Acknowledgements xv
Foreword xvii
Part I Welcome to your journey 1
Customer Success is…? 3
How to use this book 19
Part II Design. Implement. Measure. Evolve (DIME) 29
1.0 DIME cycle stage: Design 31
1.1 Research 32
1.2 Success is made of strong foundations and firm beliefs 45
1.3 Planning for Implementation 75
2.0 DIME cycle stage: Implement 129
2.1 Commit and communicate 130
2.2 Portfolio management 145
2.3 Roles and resources 157
3.0 DIME cycle stage: Measure 165
3.1 Analysis and review 166
3.2 Customer Health 173
3.3 Demonstrating Value 188
4.0 DIME cycle stage: Evolve 205
4.1 Iterate 206
4.2 Scale Customer Success 219
4.3 Team development 233
Key imperatives for your journey 249
Glossary 253
Resources 263
About the author 267
