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Customer Success

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, teiring 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.

Table of Contents

  1. Endorsements
  2. Title Page
  3. Copyright
  4. Gainsight Book Foreword
  5. Part I: Customer Success: The History, Organization, and Imperative
    1. Chapter 1: The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial
      1. In the Beginning
      2. Attitudinal versus Behavioral Loyalty
      3. The Birth of Software as a Service
    2. Chapter 2: The Customer Success Strategy: The New Organization versus the Traditional Business Model
      1. Why Does Customer Success Matter?
      2. What Customer Success Is <i xmlns="http://www.w3.org/1999/xhtml" xmlns:epub="http://www.idpf.org/2007/ops" xmlns:m="http://www.w3.org/1998/Math/MathML" xmlns:svg="http://www.w3.org/2000/svg" xmlns:ibooks="http://vocabulary.itunes.apple.com/rdf/ibooks/vocabulary-extensions-1.0">Not</i>
      3. Customer Success Is NOT Customer Support
      4. What Customer Success Is
      5. Customer Success's Cross-Functional Impact
    3. Chapter 3: Customer Success for Traditional Nonrecurring Revenue Businesses
      1. Are Subscriptions Only for Software and Magazines?
      2. Delivering Customer Success
  6. Part II: The Ten Laws of Customer Success
    1. Chapter 4: The Practice of Customer Success
    2. Chapter 5: Law 1: Sell to the Right Customer
      1. How Do You Define the Right Customer?
      2. Additional Commentary
      3. High Touch
      4. Low Touch
      5. Tech Touch
    3. Chapter 6: Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    4. Chapter 7: Law 3: Customers Expect You to Make Them Wildly Successful
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    5. Chapter 8: Law 4: Relentlessly Monitor and Manage Customer Health
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    6. Chapter 9: Law 5: You Can No Longer Build Loyalty through Personal Relationships
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    7. Chapter 10: Law 6: Product Is Your Only Scalable Differentiator
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    8. Chapter 11: Law 7: Obsessively Improve Time-to-Value
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    9. Chapter 12: Law 8: Deeply Understand Your Customer Metrics
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    10. Chapter 13: Law 9: Drive Customer Success through Hard Metrics
      1. Additional Commentary
      2. High Touch
      3. Low Touch
      4. Tech Touch
    11. Chapter 14: Law 10: It's a Top-Down, Company-Wide Commitment
      1. Additional Commentary
      2. High Touch, Low Touch, and Tech Touch
  7. Part III: Chief Customer Officer, Technology, and Future
    1. Chapter 15: The Rise of the Chief Customer Officer
      1. The <i xmlns="http://www.w3.org/1999/xhtml" xmlns:epub="http://www.idpf.org/2007/ops" xmlns:m="http://www.w3.org/1998/Math/MathML" xmlns:svg="http://www.w3.org/2000/svg" xmlns:ibooks="http://vocabulary.itunes.apple.com/rdf/ibooks/vocabulary-extensions-1.0">Before Cloud</i> Chief Customer Officer Chief Customer Officer
      2. The New Chief Customer Officer
    2. Chapter 16: Customer Success Technology
      1. A Plethora of Customer Information
      2. Optimize Customer Success Management Time
      3. Increase the Intelligence of Every Customer Touch
      4. Drive Scalability
      5. Improve Collaboration, Communication, and Visibility
      6. Better Team Management
    3. Chapter 17: Where Do We Go from Here?
      1. The Customer Economy
      2. <i xmlns="http://www.w3.org/1999/xhtml" xmlns:epub="http://www.idpf.org/2007/ops" xmlns:m="http://www.w3.org/1998/Math/MathML" xmlns:svg="http://www.w3.org/2000/svg" xmlns:ibooks="http://vocabulary.itunes.apple.com/rdf/ibooks/vocabulary-extensions-1.0">Ideal</i> Customer Success Today Customer Success Today
      3. Starbucks and Customer Success
  8. Index
  9. End User License Agreement