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Customer Success : How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Dan Steinman, Nick Mehta and Lincoln Murphy (2016, Hardcover)

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Customer success. How innovative companies are reducing churn and growing recurring revenue. Hard back book. Brand new

About this product

Product Information

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.

Product Identifiers

Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1119167965
ISBN-13
9781119167969
eBay Product ID (ePID)
212881185

Product Key Features

Book Title
Customer Success : How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Author
Nick Mehta, Dan Steinman, Lincoln Murphy
Format
Hardcover
Language
English
Topic
Personal Success, Customer Relations, General, E-Commerce / General (See Also Computers / Electronic Commerce)
Publication Year
2016
Genre
Business & Economics
Number of Pages
256 Pages

Dimensions

Item Length
9in
Item Height
1.2in
Item Width
6.3in
Item Weight
15.2 Oz

Additional Product Features

Lc Classification Number
Hf5415.5.M4344 2016
Table of Content
Gainsight 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
Copyright Date
2016
Lccn
2015-040939
Intended Audience
Trade
Illustrated
Yes

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Customer Success : How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Dan Steinman, Nick Mehta and Lincoln Murphy (2016, Hardcover)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

All listings for this product

item 1 Customer Success: How Innovative Companies Are Reducing Churn and Growing - GOOD

item 2 Customer Success: How Innovative Companies Are Reducing Churn and Growing - GOOD

item 3 Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurr

item 4 Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurr

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Outlive Gifford Bil (2023,Paperback)

For Love of Country : Leave the Democrat Party Behind by Tulsi Gabbard (2024, Hardcover)

The Empyrean Ser.: Iron Flame by Rebecca Yarros (2023, Hardcover)

Ugly's Electrical References, 2023 Edition by Charles R. Miller (2023, Spiral)

Clydesdale Classics Ser.: Meditations : Complete and Unabridged by Marcus Aurelius (2018, Trade Paperback)

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