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* Membership
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* Main Pages
* The Customer Success Directory
* Customer Success Library
* Library Main Page
* Library Contents by Title and Publication Date
* The Customer Success Index
* Searching the Index
* Creating Index Entries
* Reviewing CS Index Entries
* The Customer Success FAQ
* The Customer Success Forum
* The Customer Success Wiki
* Wiki Index
* Add a New Wiki Article
* Customer Success Central
* Customer Success Research
* Customer Success Resources
* Office Hours
* Customer Success Technology
* CSTECH Vendors Registry
* CSTECH TechMap
* Customer Success Consultants
* Consultants Registry
* Services Catalog
* Customer Success Training
* Trainers Registry
* Catalogue
* Customer Success Recruiting
* Recruiters Registry
* Recruiting Map
* Due Diligence For Customer Success Group Executives
* Getting Hired As A CSM
* Customer Success Outsourcing
* CS Outsourcers Registry
* Outsourcing Catalog
* Customer Success Books
* Recommended Reading
* Is Your Customer Success Group At-Risk?
* The Customer Success Blueprint
* The CSM Competency Standard
* The Definition of Customer Success
* The Mission of Customer Success
* The History of Customer Success – Part 1
* The History of Customer Success – Part 2
* Contact Us
* Send an email
* Office Hours
* Membership
* Partnering with the CSA
Select Page
* Main Pages
* The Customer Success Directory
* Customer Success Library
* Library Main Page
* Library Contents by Title and Publication Date
* The Customer Success Index
* Searching the Index
* Creating Index Entries
* Reviewing CS Index Entries
* The Customer Success FAQ
* The Customer Success Forum
* The Customer Success Wiki
* Wiki Index
* Add a New Wiki Article
* Customer Success Central
* Customer Success Research
* Customer Success Resources
* Office Hours
* Customer Success Technology
* CSTECH Vendors Registry
* CSTECH TechMap
* Customer Success Consultants
* Consultants Registry
* Services Catalog
* Customer Success Training
* Trainers Registry
* Catalogue
* Customer Success Recruiting
* Recruiters Registry
* Recruiting Map
* Due Diligence For Customer Success Group Executives
* Getting Hired As A CSM
* Customer Success Outsourcing
* CS Outsourcers Registry
* Outsourcing Catalog
* Customer Success Books
* Recommended Reading
* Is Your Customer Success Group At-Risk?
* The Customer Success Blueprint
* The CSM Competency Standard
* The Definition of Customer Success
* The Mission of Customer Success
* The History of Customer Success – Part 1
* The History of Customer Success – Part 2
* Contact Us
* Send an email
* Office Hours
* Membership
* Partnering with the CSA
* Membership
* Log In
CUSTOMER SUCCESS BOOKS
Titles are listed by date of publication. Please support the work of the
Customer Success Association by clicking on the links to buy the books and
materials as we receive a small commission on such sales. This does not
increase the price you pay for these items.
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MASTERING CUSTOMER SUCCESS
DISCOVER TACTICS TO DECREASE CHURN AND EXPAND REVENUE
BY JEFF MAR AND PETER ARMALY
The 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.
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
1. Master the art of driving measurable customer value, a cornerstone of
business success
2. Explore techniques to ensure your work is relevant, stimulating, and aligns
with the evolving needs of your customers and business
3. Ratchet up your understanding of building and operating dynamic and
resilient CS organizations
4. Purchase of the print or Kindle book includes a free PDF eBook
TO PURCHASE THE PAPERBACK: HTTPS://AMZN.TO/4C1UCFA
TO PURCHASE THE KINDLE: HTTPS://AMZN.TO/3V7KJ1O
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DIGITAL CUSTOMER SUCCESS
WHY THE NEXT FRONTIER OF CS IS DIGITAL AND HOW YOU CAN LEVERAGE IT TO DRIVE
DURABLE GROWTH
NICK MEHTA AND KELLIE CAPOTE
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.
TO PURCHASE THE HARDCOVER: HTTPS://AMZN.TO/45NPZRW
TO PURCHASE THE KINDLE: HTTPS://AMZN.TO/3KI1YEK
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CUSTOMER SUCCESS MANAGEMENT:
HELPING BUSINESS CUSTOMERS ACHIEVE THEIR GOALS
Customer Success Management is the fastest-growing business function, with
225,000 LinkedIn users as customer success managers in 2023. This book is a
practical guide, covering the CSM process, roles, capabilities, and
interrelations with other customer-related concepts (e.g. key account
management). Backed by research with 500+ companies, it offers valuable insights
for CSM professionals and supplier/customer representatives.
Authors:
Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti
Published by Springer in 2023
Available in hardcover and ePub.
TO PURCHASE – CLICK HERE.
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CUSTOMER SUCCESS MINDSET
Jyo Shukla
5/18/2022
Unlock unlimited growth potential for your business using your biggest
advocates: your customers. Being a truly customer-centric organization goes
beyond just having a customer success function. This book talks about some
strategies that will help you adopt a company-wide customer-first mindset to
fuel your growth.
Foreword by Rav Dhaliwal.
.
.
.
TO PURCHASE THE HARDCOVER: [ HTTPS://AMZN.TO/3ZTPCKY ]
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REIMAGINE CUSTOMER SUCCESS
Sasi Yajamanyam
8/28/2021
Each major economic shift from the Industrial age to the Digital age has given
rise to new sets of management practices. Yet, we have not changed how companies
are organized and teams are managed to reflect the needs of the Digital age.
Reimagine Customer Success explores how to design organizations that manage
customer relationships, with a focus on organization-wide alignment around the
customer and what success means to them. In this book, you’ll learn about a new
model for customer success, with some key insights focused on:
* * Building a common understanding of customers.
* Transforming organizational models in an effort to deliver exceptional
customer experience.
* Changing how customer-facing functions are managed – who is hired, how work
is done, and which system investments are made.
If you believe customers are the growth engine for your company, want to bring a
customer-centric mindset to life, or are looking for a framework to bridge the
organizational silos, Reimagine Customer Success is a long overdue addition to
your professional library. Customer success is not just a function, it is the
promise we make to customers.
TO PURCHASE THE PAPERBACK [ HTTPS://AMZN.TO/3MX1JAX ]
TO PURCHASE THE KINDLE VERSION: [ HTTPS://AMZN.TO/3QNXVJM ]
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THE 7 PILLARS OF CUSTOMER SUCCESS
Wayne McCulloch
4/7/2021
As a customer success leader, whose insight do you rely on for success? Your
field is still maturing, yet your profession is one of the fastest growing in
the world. There are tons of books and blogs written by success professionals
sharing their experiences and strategies, but how do you know what will work for
your specific situation? Whose advice is the expertise you can trust?
Wayne McCulloch has more than 25 years of experience in the software
industry—years spent in training, adoption, and customer experience, the
building blocks for customer success. Now he’s sharing what he knows as a chief
customer officer leading global success functions. In The Seven Pillars of
Customer Success, Wayne provides an adaptable framework for building a strong
customer success organization. From customer journey actions to the development
of transformation advisors, you’ll read detailed examples of how companies have
put these seven pillars to the test. To create a culture of customer success and
stand out in the marketplace, you need a proven framework and knowledgeable
perspective—this book provides both, and more.
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TO PURCHASE THE PAPERBACK [ HTTPS://AMZN.TO/3QSB4YS ]
TO PURCHASE THE KINDLE VERSION: [ HTTPS://AMZN.TO/33RI4QF ]
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REDISCOVERING CUSTOMER SUCCESS
Vincent Maniapaz
June 13, 2020
In this era where customers are competing against their own limited time,
changing priorities and their coveted success, we want answers to the following
questions: How do I provide the best experience for my customers? How do I make
sure my customers feel heard? How do I make sure customers see value in our
solution or service? How to build meaningful relationships? What does it take to
build a lasting relationship?
This book will help you get there. It provides easy and actionable steps to get
you started, in the right way. This book will help you understand the strategies
that make people’s lives easier, including yours. It is important to remember,
that the customer should be your partner through the journey.
TO PURCHASE THE PAPERBACK: [ HTTPS://AMZN.TO/32TMFYF ]
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30 DAY LEADERSHIP PLAYBOOK: YOUR GUIDE TO BECOMING THE LEADER YOU HAVE ALWAYS
WANTED TO BE
Nils Vinje, Glide Consulting and 30 Day Leadership
Build Your Leadership — Fast!
Are you tired of feeling like you have to figure everything out for yourself?
Are you tired of feeling like you are being set up to fail? Are you tired of
feeling like an impostor who could be outed at any time as a fraud? Are you
looking for a playbook that will empower you to become the leader you have
always wanted to be?
In this conversational and action-oriented playbook, Nils Vinje gives you the
strategies and tactics to build your leadership — fast.
In 30 Day Leadership Playbook, you will:
* Discover the new rules of leadership (there are 5 of them by the way)…
* Find out how claiming your strengths as a leader can fast-track your next
promotion…
* How to improve productivity and build confidence in anyone…
* Discover the single most important contract that almost every leader gets
wrong…
* Find out how to delegate with ease even if you feel like you are drowning in
a sea of responsibilities…
30 Day Leadership Playbook equips readers with the strategies and tactics to
become the leader they have always wanted to be. Are you going to continue to
do what you have always done? Or are you ready for a playbook that will change
the future of your leadership career?
TO PURCHASE THE PAPERBACK EDITION – [ HTTPS://BIT.LY/32NNTYE ]
TO PURCHASE THE KINDLE EDITION – [ HTTPS://AMZN.TO/2JWUFE0 ]
.
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THE FUTURE OF CUSTOMER SUCCESS – A CATALYST E-BOOK
In February 2020 (carefully spacing people 6+ feet apart!), Catalyst Software
hosted over 50 Customer Success leaders to discuss Customer Success: The Next 10
Years. Topics that arose from the discussions include:
* Managing Customers at scale
* Collaborating with different company functions
* Automation
* Presenting to boards and leadership
* Achieving Trusted Advisor status
.
TABLE OF CONTENTS
* Chapter 1: The Last Ten Years
* Chapter 2: Predictions
* Chapter 3: The Future of Metrics
* Chapter 4: Getting CS to the Center of Your Company
* Chapter 5: Play Time
* Chapter 6: Automation
* Chapter 7: The Future of Customer Success
TO DOWNLOAD THE FREE E-BOOK, CLICK HERE
Note: You must be logged in as at least an Associate/free member of the CSA to
access this resource.
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WHAT COLOR IS YOUR PARACHUTE? 2020
Richard Bolles
With so many Customer Success professionals suddenly laid off, and so many
really wanting to get into the field, there is a huge need for a book that can
walk you through the process of identifying your strengths and gaps, as well as
how to navigate the job search. This book, updated yearly, as been relied upon
for over 40 years. I’ve used it myself earlier in my career, and recommend it
strongly. Mikael Blaisdell
With more than 10 million copies sold in 28 countries, the world’s most popular
job-search book is updated for 2020, tailoring Richard Bolles’s long-trusted
guidance with up-to-the-minute information and advice for today’s job-hunters
and career-changers.
In today’s challenging job-market, the time-tested advice of What Color Is Your
Parachute? is needed more than ever. Recent grads facing a shifting economic
landscape, workers laid off mid-career, and people searching for an inspiring
work-life change all look to career guru Richard N. Bolles for support,
encouragement, and advice on which job-hunt strategies work–and which don’t.
This revised edition combines classic elements like the famed Flower Exercise
with updated tips on social media and search tactics. Bolles demystifies the
entire job-search process, from writing resumes to interviewing to networking,
expertly guiding job-hunters toward their dream job.
TO PURCHASE:
KINDLE EDITION: [ HTTPS://AMZN.TO/31E1YT3 ]
HARDCOVER: [ HTTPS://AMZN.TO/33KAOG0 ]
PAPERBACK: [ HTTPS://AMZN.TO/3FLI7LN ]
MP3 CD: [ HTTPS://AMZN.TO/31E6T03 ]
.
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THE CUSTOMER SUCCESS ECONOMY: WHY EVERY ASPECT OF YOUR BUSINESS MODEL NEEDS A
PARADIGM SHIFT
Nick Mehta, Allison Pickens. John Wiley & Sons – May 2020. Hardcover
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.
TO PURCHASE: HTTPS://AMZN.TO/39FRMD3
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PRACTICAL CUSTOMER SUCCESS MANAGEMENT: A BEST PRACTICE FRAMEWORK FOR RAPID
GENERATION OF CUSTOMER SUCCESS
Rick Adams. Routledge / Productivity Press 2020. In Hardcover / Kindle
editions
Practical Customer Success Management is a complete “handbook for CSMs”, written
by a customer success expert who has coached and trained many hundreds of
customer success managers across the globe. The book is aimed at increasing both
productivity and consistency of quality of output for customer success managers
of all levels, from relative newcomers through to seasoned professionals. The
book is highly practical in nature and is packed full of good humored but very
direct advice and assistance for dealing with exactly the types of real world
situations CSMs face every day.
Practical Customer Success Management provides a simple-to-follow, best practice
framework that explains what the core customer success management steps are at
each stage of the customer journey to business outcome success and in what
circumstances to apply those steps. It describes and explains which situations
each step applies to and provides recommendations for activities or tasks that
the CSM can perform to complete each step, together with detailed explanations
and step-by-step guidance for successfully completing each activity or task.
TO PURCHASE THE HARDCOVER EDITION: [ HTTPS://AMZN.TO/2WAMQZT ]
TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/3BIPS1S ]
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THE CUSTOMER SUCCESS PROFESSIONAL’S HANDBOOK: HOW TO THRIVE IN ONE OF THE
WORLD’S FASTEST GROWING CAREERS – WHILE DRIVING GROWTH FOR YOUR COMPANY
Ashvin Vaidyanathan and Ruben Robago. John Wiley & Sons 2020. In Hardcover and
Kindle editions.
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.
The Customer Success Professional’s Handbookis the definitive reference book for
CSMs and similar roles in the field. This practical 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.
TO PURCHASE THE HARDCOVER EDITION: [ HTTPS://AMZN.TO/39F454G ]
TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/39MDTFN ]
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THE CUSTOMER SUCCESS PIONEER: THE FIRST 12 MONTHS OF YOUR JOURNEY INTO GROWTH
Kellie Lucas. In Paperback and eBook editions. 2020
***2020 BUSINESS BOOK AWARDS FINALIST!***
* * 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
TO PURCHASE THE PAPERBACK EDITION: [ HTTPS://AMZN.TO/2RBPNF3 ]
TO PURCHASE THE EBOOK EDITION: [ HTTPS://AMZN.TO/347RUVX ]
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CUSTOMER SUCCESS FOR A WHOLE NEW WORLD: PERSPECTIVES FROM CS LEADERS
Vincent Manlapaz – 2019 In Paperback and Kindle editions
In today’s marketplace, if you don’t focus on helping your customers realize the
value of WHY they bought your product, then why would they ever stick around and
become loyal customers?
After reading this book, you’ll be able to create a world-class customer winning
strategy!
Additionally, you will learn:
* * Actionable ideas that can transform your organizational culture to the kind
of company that customers obsess over!
* An essential blueprint for winning, retaining, and delighting your
customers.
* Strategic advice to help you understand where you are now, what to do, and
how to improve your existing Customer Success strategy.
* New metrics and measurable outcomes to achieve consistent growth.
* How to create a world-class voice of the customer program.
* New approaches for developing an ongoing Sales and Customer Success
conversation.
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.
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THE STARTUP’S GUIDE TO CUSTOMER SUCCESS: HOW TO CHAMPION THE CUSTOMER AT YOUR
COMPANY
Jennifer Chiang. New Degree Press 2019 – In Paperback and Kindle editions
Are you looking to start or grow a customer success team? Customer success is no
longer just for companies with large teams and resources. It’s a company mindset
that can unlock the biggest opportunities in business. Customer success can help
streamline experiences, grow product engagement and loyalty, and more
importantly — retain business.
In The Startup’s Guide to Customer Success, Jennifer Chiang presents a guide on
how to plan, execute, and grow your own customer success team and the actionable
steps that you can take to champion the customer at your company.
Learn insights such as:
* * The four attributes Shreesha Ramdas, CEO and Co-Founder of Strikedeck, says
are must-haves when hiring your first customer success team
How Jamey Jeff, Managing Director of Customer Success Solutions at Coastal
Cloud, reevaluated QBRs to derive more value for his customers with less
work
How Maranda Dziekonski, VP of Customer Success at Pared, manages her time
wisely to not only get everything done, but fight fires and plan ahead
This book is for everyone from new customer success leaders, CEOs and VPs who
want their company to be more customer-centric, to start-ups who are starting
their own customer success teams.
TO PURCHASE THE PAPERBACK EDITION: [ HTTPS://AMZN.TO/3AIK96R ]
TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/2YRYQYY ]
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CUSTOMER EDUCATION: WHY SMART COMPANIES PROFIT BY MAKING CUSTOMERS SMARTER
Adam Avramescu. January 2019. In paperback and Kindle editions.
Today’s software companies can’t afford to be passive with their customers. As
software moves to the web and becomes more consumerized, software companies can
only grow if their current customers renew and grow over time. Otherwise those
customers will leave, creating a “leaky bucket” of revenue.
So what are smart, innovative companies doing before they end up with severe
churn problems? Forward-thinking companies invest in Customer Education early as
a way to drive customer growth and maximize lifetime value in a scalable way.
Over time, this function has the potential to differentiate a company in the
market.
Consider this book a survival guide to investing in a Customer Education
function, including:
* * * * How to drive a Customer Education strategy across your customer
lifecycle
* Tips for creating killer content that will actually lead to customer
performance
* What tools to implement as part of your technology stack
* Measurement strategies for improving your content and showing ROI
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THE OUTCOME GENERATION: HOW A NEW GENERATION OF TECHNOLOGY VENDORS THRIVES
THROUGH TRUE CUSTOMER SUCCESS
Paul Henderson. Red Raven Books; The Copy Collective 2018. In Kindle,
Paperback and Audio editions
Stand aside, we’re coming through!
That’s the cry of a new generation of technology vendors. They have a new
approach to enabling success for their customers. And they’re thriving as a
result.
These vendors all have subscription pricing at the heart of their business. Each
has learned that if customers don’t feel they’ve had success, recurring revenue
doesn’t grow and may even decline.
What makes them different? They have absolute clarity about what the customer
considers success to be. And they’ve built their business around enabling that
success. They know it’s the outcomes for the customer that count. They’re all
members of the Outcome Generation.
This book shows how to join the Outcome Generation. You’ll learn how to leverage
true customer success at every stage of the customer lifecycle. For existing
customers, you’ll learn how to engage customer executives at the start of the
buying cycle–and often create a buying cycle.
You’ll learn how to increase new business (new logo) sales by employing the
third generation of technology sales–selling outcomes. And exactly what type of
outcome to sell. Using the third-generation approach, you’ll create greater
emotional connections, differentiate from the competition and win more business.
You’ll also learn how to evolve Services and Support to focus on enabling true
customer success, and how that’s producing great references.
And Marketing will have a whole new way of attracting attention, creating
interest and engaging prospects.
Most vendors have evolved past solution-selling and its approaches to marketing,
sales, services and support. The Outcome Generation shows how to align the whole
business around a common theme–enabling outcomes the customers regard as
success. And why that allows vendors to thrive! Buy the book now and join the
Outcome Generation.
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THE BEGINNERS GUIDE TO CUSTOMER SUCCESS
Strikedeck. In Kindle edition
The Beginner’s Guide to Customer Success is a comprehensive resource for any
professional looking to transition into Customer Success, or get a refresher in
all the essentials of the field.
This 200-page guide takes you through how CS evolved; how to get started in CS
including hiring and interview tips; a complete glossary of all the relevant
jargon; strategy tips for onboarding, journey maps, QBRs, and more; how to
approach CS platforms and automation; tips for collaborating with other
departments including Sales, Product, Engineering, and others; a business
booklist; team-building exercises at the end of each chapter, and much more.
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TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/2RADZEL ]
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THE SAAS METHOD FOR CUSTOMER SUCCESS & ACCOUNT MANAGERS: HOW TO GROW CUSTOMERS
Dominique Levin, Jacco van der Kooij. In Paperback and Kindle editions
Customer Success Managers and Account Managers are the newest addition to the
sales team, whether they and their organizations know it or not. Building on the
ideas in The SaaS Sales Method, which discusses how fundamental sales skills
must be applied by every customer-facing employee, The SaaS Sales Method for
Customer Success & Account Managers: How to Grow Customers goes deep on the
fundamental skills of CSMs and Account Managers. It also goes beyond, to
discussing in detail how CSMs and AMs must interact with other sales teams in
order to truly maintain an consistent customer experience and maximize revenues
from existing customers.
.
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CUSTOMER SUCCESS: HOW INNOVATIVE COMPANIES ARE REDUCING CHURN AND GROWING
RECURRING REVENUE
Nick Mehta, Dan Steinman and Lincoln Murphy. John Wiley & Sons, February 2016
In Hardcover and Kindle editions
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.
TO PURCHASE THE HARDCOVER EDITION: [ HTTPS://AMZN.TO/2XIVSIU ]
TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/2XQKC8K ]
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FARM DON’T HUNT – THE DEFINITIVE GUIDE TO CUSTOMER SUCCESS
Guy Nirpaz, Fernando Pizarro. March 2016. In paperback and Kindle editions
Across entire verticals of the economy the new normal is the recurring revenue
business. Charging customers on a monthly basis, firms with this model have to
play by an entirely new set of rules, rules which generally favor the customer
over the seller. But this new model also opens up fantastic opportunities to
provide and extract more value from the relationship as well. To create that
value business needs to move away from a hunting mindset to a farming mindset.
That change is the new paradigm of Customer Success.
Many business leaders have heard of Customer Success but few understand what it
really means to run their business from the Customer Success standpoint. Even
fewer have the experience to build the Customer Success function and optimize
its performance.
As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one
of the earliest proponents of this business realignment
TO PURCHASE THE PAPERBACK EDITION: [ HTTPS://AMZN.TO/2WCFWOP ]
TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/2JAKQYI ]
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CHIEF CUSTOMER OFFICER 2.0: HOW TO BUILD YOUR CUSTOMER-DRIVEN GROWTH ENGINE
Jeanne Bliss. John Wiley & Sons, May 2015. In Hardcover, Paperback and Kindle
editions.
A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 will give you a proven framework that has launched
and advanced the customer experience transformation in businesses in every
vertical around the world. And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and
preeminent thought leader on the role of the Customer Leadership Executive (such
as Chief Customer Officer, Vice President of Customer Experience, etc.) this
book follows the five-competency model she uses to coach the C-Suite and Chief
Customer Officers.
1. Manage and Honor Customers as Assets
2. Align Around Experience
3. Build a Customer Listening Path
4. Proactive Experience Reliability and Innovation
5. One Company Accountability, Leadership & Decision Making
Chief Customer Officer 2.0 will get you into action quickly with a united
leadership team, and will shift your business intent to earning the right to
growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools
and leadership ‘recipe cards’ for leading and enabling your business
transformation
TO PURCHASE THE HARDCOVER EDITION: [ HTTPS://AMZN.TO/3DYTQ3L ]
TO PURCHASE THE PAPERBACK EDITION: [ HTTPS://AMZN.TO/39KFDI1 ]
TO PURCHASE THE KINDLE EDITION: [ HTTPS://AMZN.TO/39JNZVA ]
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CSA PARTNERS
THE CUSTOMER SUCCESS ADVISORS
mission-of-customer-success[1]
definition-of-customer-succ
RECOMMENDED READING
* The Definition of Customer Success
* The Mission of Customer Success
* The Technology of Customer Success
* The History of Customer Success
* The Customer Success Index
* The Questions of Customer Success
* The At-Risk Customer Success Group
RECOMMENDED RESOURCES
* Contact Us
* Membership
* The Customer Success Library
* The Customer Success Index
* Customer Success Central
* The Customer Success Forum
* CSA Site Table of Contents
* Customer Success Consulting
* Customer Success Training
* Customer Success Outsourcing
* Customer Success Recruiting
* The Customer Success Technology Vendors List
* Customer Success Research
* Privacy Policy
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