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Author: Jeff Mar
Publisher: Packt Publishing Ltd
ISBN: 183546677X
Category : Business & Economics
Languages : en
Pages : 171
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Book Description
Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy Key Features Master the art of driving measurable customer value, a cornerstone of business success Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business Ratchet up your understanding of building and operating dynamic and resilient CS organizations Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionThe rapidly evolving customer success landscape has left many Customer Success Managers (CSMs) struggling to keep pace with the complexities of this dynamic role. This Customer Success book bridges the gap by providing a comprehensive framework for mastering the essential skills required to excel. You’ll find out why the Customer Success function is indispensable today and gain expert insights into account segmentation, financial tiering, ideal customer profiles, and the complexity of customer engagement process design. You’ll then delve into playbook development, where you’ll find practical guidance for CSMs and Customer Success Operations Managers who want to improve their ability to drive desired business outcomes. Through insightful case studies, the authors illustrate their own experience of successful Customer Success implementation, showing you what it takes to exceed customer expectations with well-designed, proactive services. The journey doesn’t end there—it extends to highlighting the resilience required to build and operate successful Customer Success organizations. By the end of this guide, you’ll be equipped with the tactics and mindset necessary to stand out as a world-class Customer Success leader in your organization, driving growth at every turn.What you will learn Drive higher customer retention and expansion rates with a customer-centric strategy Understand the essential role of measurement in achieving service delivery excellence Recognize the importance of the human dimension in vendor-customer relationships in the age of AI Refine engagement models by incorporating observations of customer behavior Discover techniques for creating ideal customer profiles Leverage technology to boost business relevance of CSMs Identify how to drive successful customer outcomes through collaboration Who this book is for This book is for aspiring and established Customer Success professionals who want to learn how to develop and refine service delivery in customer engagements. Professionals embarking on a journey to excellence will be able to master the evolving business landscape of Customer Success and foster relationships with other internal organizations and external partners. A foundational understanding of business basics, typical B2B structures, and Customer Success concepts is necessary to get started. Intermediate to advanced customer engagement skills from customer-facing roles will prove useful.
Author: Jeff Mar
Publisher: Packt Publishing Ltd
ISBN: 183546677X
Category : Business & Economics
Languages : en
Pages : 171
Get Book Here
Book Description
Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy Key Features Master the art of driving measurable customer value, a cornerstone of business success Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business Ratchet up your understanding of building and operating dynamic and resilient CS organizations Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionThe rapidly evolving customer success landscape has left many Customer Success Managers (CSMs) struggling to keep pace with the complexities of this dynamic role. This Customer Success book bridges the gap by providing a comprehensive framework for mastering the essential skills required to excel. You’ll find out why the Customer Success function is indispensable today and gain expert insights into account segmentation, financial tiering, ideal customer profiles, and the complexity of customer engagement process design. You’ll then delve into playbook development, where you’ll find practical guidance for CSMs and Customer Success Operations Managers who want to improve their ability to drive desired business outcomes. Through insightful case studies, the authors illustrate their own experience of successful Customer Success implementation, showing you what it takes to exceed customer expectations with well-designed, proactive services. The journey doesn’t end there—it extends to highlighting the resilience required to build and operate successful Customer Success organizations. By the end of this guide, you’ll be equipped with the tactics and mindset necessary to stand out as a world-class Customer Success leader in your organization, driving growth at every turn.What you will learn Drive higher customer retention and expansion rates with a customer-centric strategy Understand the essential role of measurement in achieving service delivery excellence Recognize the importance of the human dimension in vendor-customer relationships in the age of AI Refine engagement models by incorporating observations of customer behavior Discover techniques for creating ideal customer profiles Leverage technology to boost business relevance of CSMs Identify how to drive successful customer outcomes through collaboration Who this book is for This book is for aspiring and established Customer Success professionals who want to learn how to develop and refine service delivery in customer engagements. Professionals embarking on a journey to excellence will be able to master the evolving business landscape of Customer Success and foster relationships with other internal organizations and external partners. A foundational understanding of business basics, typical B2B structures, and Customer Success concepts is necessary to get started. Intermediate to advanced customer engagement skills from customer-facing roles will prove useful.
Author: Nick Mehta
Publisher: John Wiley & Sons
ISBN: 1119167965
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
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.
Author: Anthony W. Ulwick
Publisher:
ISBN: 9780990576747
Category :
Languages : en
Pages :
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Book Description
Why do some innovation projects succeed where others fail? The book reveals the business implications of Jobs Theory and explains how to put Jobs Theory into practice using Outcome-Driven Innovation.
Author: Ray Kordupleski
Publisher: Customer Value Management I
ISBN: 9781893673076
Category : Consumer satisfaction
Languages : en
Pages : 372
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Book Description
There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies that practice it. Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value (educating the market on your value proposition)The concepts of customer value management and the practical tools that have been developed to support them are the subject of this book.
Author: Sharon E. Jones
Publisher:
ISBN: 9780999879207
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
There's nothing more frustrating than playing a game without knowing all the rules. Lawyer and diversity consultant Sharon E. Jones can attest to this in her professional life. As a woman of color, she has spent her entire career navigating the conscious and unconscious biases of her supervisors and peers. Jones demystifies ten unwritten "rules of the game" and provides strategies to help women and other diverse professionals succeed. Jones discusses¿the current trends in diversity in the workplace,¿the importance of visualizing your goals before you even begin,¿the value emotional tenacity will have as you encounter challenging situations,¿the need to identify the metrics for success,¿the difference good sponsorship can make for your career,¿the ways your professional appearance alters others' opinions of you,¿the importance of self-promoting and advertising your strengths, and¿more rules and techniques to help you build your vision of personal and professional success.Jones has discovered that these lessons can apply to every type of organization and industry. She understands that women and people of color need to work twice as hard just to get rewarded, and she wants to help you overcome the challenges you may face in your workplace.
Author: Charles Nehme
Publisher: Charles Nehme
ISBN:
Category : Business & Economics
Languages : en
Pages : 162
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Book Description
Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to "Mastering Customer Service: Strategies for Excellence." Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights.
Author: Robin L Lawton
Publisher: C3 Excellence
ISBN: 9780998420806
Category :
Languages : en
Pages :
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Book Description
This book is for leaders with high expectations, a vision of the possible, urgency to engage employees and impatience for results that improve the lives of many others. If you are looking for the road map to dramatic success, this is it. Mastering Excellence provides you with a new way to think about work and customers, an elegantly simple framework and tools you can immediately apply to transform your organization and your role in it. Based on the author's 30 years of work with organizations of all kinds and sizes, including multi-nationals, small start-ups, government agencies, healthcare, education and defense, you get an engaging and practical speedway to dramatic change you would not think possible. There are many approaches to change. Most emphasize process improvement. They use tools that are mathematical, analytical and operational in nature and assume that the absence of things gone wrong is equivalent to achieving excellence. That focuses on minimums, not optimums. Virtually none provides an integrated strategic system that begins with articulating purpose from the customer's perspective, uses linguistics to reveal and destroy the ambiguities we allow to persist, and redefines knowledge and service work in tangible, countable ways we can design for excellence. This book does that and far more. As the CEO, executive change leader or consultant to leadership, you want customers that are enthused, employees that are engaged and fast, highly visible results. Eye-popping savings, customer wait times cut by 90%, strong revenue growth and an avalanche of customer kudos are the kinds of sustainable and continuing results many Masters of Excellence have achieved. This provides the means and rewires your brain to understand how. Ambiguity, Vital Lies, complexity and the fragmented pursuit of excellence are hidden barriers this book systematically destroys. The reader's mind gets rewired in surprising ways, enabling clarity of thought and purpose that is easily tied to deployment. Practical application reinforces and makes memorable every key idea. Many examples are paired with how-to's the reader can immediately apply. Robin Lawton follows his first book, 5-star ranked on Amazon, with MASTERING EXCELLENCE. This engaging, practical and thought-leading read is for leaders seeking a strategic systems approach to customer-centered organizational transformation.
Author: Jeffrey Ray Rogers
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 0
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Book Description
Jump-start your customer success journey with "The Customer Success Handbook," your go-to guide for mastering customer-centric business. This handbook offers 50 curated strategies to revolutionize your customer success, nurture lasting relationships with customers, and propel your business to new heights. Filled with real-world success stories, this book equips you with the knowledge and tools to adopt a customer-centric mindset, adapt to evolving customer needs, and build a top-tier customer success department. Get your copy now and unlock the secrets of becoming a customer-centric business: Benefits of this book: - Get the inside scoop on mastering customer-centric business - Enjoy a wealth of actionable strategies and real-world success stories - Elevate your customer success efforts to new heights What's Included: - 50 curated strategies for revolutionizing customer success - Real-world success stories from industry leaders and startups - Insights on how to adopt a customer-centric mindset - Strategies on adapting to evolving customer needs - Tools for building a top-tier customer success department Start your customer success journey today-buy your copy of "The Customer Success Handbook" now before the price changes!
Author: Jeff Thull
Publisher: John Wiley and Sons
ISBN: 0470632593
Category : Business & Economics
Languages : en
Pages : 311
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Book Description
Praise for Mastering the Complex Sale "Jeff Thull's process plays a key role in helping companies and their customers cross the chasm with disruptive innovations and succeed with game-changing initiatives." —Geoffrey A. Moore, author of Crossing the Chasm and Dealing with Darwin "This is the first book that lays out a solid method for selling cross-company, cross-border, even cross-culturally where you have multiple decision makers with multiple agendas. This is far more than a 'selling process'—it is a survival guide—a truly outstanding approach to bringing all the pieces of the puzzle together." —Ed Daniels, EVP, Shell Global Solutions Downstream, President, CRI/Criterion, Inc. "Mastering the Complex Sale brilliantly sets up value from the customer's perspective. A must-read for all those who are managing multinational business teams in a complex and highly competitive environment." —Samik Mukherjee, Vice President, Onshore Business, Technip "Customers need to know the value they will receive and how they will receive it. Thull's insights into the complex sale and how to clarify and quantify this value are remarkable—Mastering the Complex Sale will be required reading for years to come!" —Lee Tschanz, Vice President, North American Sales, Rockwell Automation "Jeff Thull is winning the war against commoditization. In his world, value trumps price and commoditization isn't a given, it's a choice. This is a proven alternative to the price-driven sale. We've spoken to his clients. This stuff really works, folks." —Dave Stein, CEO and Founder, ES Research Group, Inc. "Our business depends on delivering breakthrough thinking to our executive clients. Jeff Thull has significantly redefined sales and marketing strategies that clearly connect to our global audience. Read it, act on it, and take your results to exceptional levels." —Sven Kroneberg, President, Seminarium Internacional "Jeff's main thesis—that professional customer guidance is the key to success—rings true in every global market today. Mastering the Complex Sale is the essential read for any organization looking to transform their business for long-term, value-driven growth." —Jon T. Lindekugel, President, 3M Health Information Systems, Inc. "Jeff Thull has re-engineered the conventional sales process to create predictable and profitable growth in today's competitive marketplace. It's no longer about selling; it's about guiding quality decisions and creating collaborative value. This is one of those rare books that will make a difference." —Carol Pudnos, Executive director, Healthcare Industry, Dow Corning Corporation
Author: Nick Nanton
Publisher:
ISBN: 9780998369044
Category : Business & Economics
Languages : en
Pages : 424
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Book Description
The starting point of all achievement is desire. Napoleon Hill Mastering a job means we are proficient at performing that particular task successfully. It is also useful to note here that the word "success" has different meanings to different people. Success can mean, among other things: fame, fortune, emotional or skillful achievement. Proceeding through our growth years to maturity, we spend time and effort accumulating knowledge and resources, assessing our strengths and limitations, and taking action based on what we have learned. As we grow, so does our appetite for adventure and success. So, fortified with our initial progress, we set out to test our strength against the world. For those who achieve mastery of one job, the taste of success and the confidence it generates often propels them to attempt to master other tasks. To accomplish a chosen undertaking is synonymous with success; however, learning to master more significant tasks is often our real challenge. That's where the Celebrity Experts(R) in this book come in. They have achieved mastery in their various fields and are willing to share their secrets and methods of mastery with you. An integral quality of successful people is their willingness to help others succeed. One of the finest secrets for Mastering the Art of Success can be found in the following quote: I have not failed. I've just found 10,000 ways that won't work. Thomas Edison
