Download or read book The Customer Success Professional s Handbook written by Ashvin Vaidyanathan and published by John Wiley & Sons. This book was released on 2020-01-14 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind 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.

Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

Download or read book Customer Success written by Nick Mehta and published by John Wiley & Sons. This book was released on 2016-02-29 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Customer Service Skills for Success written by Robert W. Lucas and published by McGraw-Hill Education. This book was released on 2014-02-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recipient of the 2017 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers' interest while providing insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The sixth edition of Customer Service Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers, case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented.

Download or read book Closing the Sale written by Craig Christensen and published by Mango Media Inc.. This book was released on 2019-05-15 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer success leads to your success—when you learn how to guide the conversation and turn talking into decision-making. Closing is a process, not an event. In the closing process, there are inevitably many conversations with a variety of potential clients. Closing the Sale will teach you how to influence good decisions to achieve mutually beneficial outcomes from these conversations. For clients, decision-making can seem daunting. They may often favor the noncommittal “maybe” over the decisive “yes” or “no.” Closing the Sale will teach you how to help your clients make the best possible decisions for both their business goals and your own, and attain the only real success—the win-win situation. Because the more you focus on creating success for your clients, the more successful you will be. Learn to: •Identify the End in Mind Decision •Address Client Key Beliefs •Resolve Objections •Prepare the Conditions for Good Decision-Making •Open Purposefully—and Close Powerfully

Download or read book 30 Day Leadership Playbook written by Nils Vinje and published by . This book was released on 2020-08-14 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This playbook will build your leadership - fast.What if you could fast-track your next promotion? What if employees lined up to work for you? What if you had the confidence to handle any situation? What if you could lead from a place of strength? And you could do all that no matter what your past leadership experience has been.Nils Vinje accelerated from individual contributor to Vice President in 30 months. Every team he ran became a high-performing team. The process behind how he did this formed the foundation of his leadership coaching. Once Nils' clients started using his playbook, the results were remarkable. This playbook, which was once reserved only for his private clients, is now your playbook.In 30 Day Leadership Playbook, you will discover the secrets to?-Leading Yourself-Leading Others-Leading with Communication-Leading with MetricsThe question is: 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?

Download or read book The Seven Pillars of Customer Success written by Wayne McCulloch and published by Lioncrest Publishing. This book was released on 2021-04-27 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Mastering Customer Success written by Jeff Mar and published by Packt Publishing Ltd. This book was released on 2024-05-31 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Customer Success Economy written by Nick Mehta and published by John Wiley & Sons. This book was released on 2020-05-19 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Customer Success Professional s Handbook written by Ashvin Vaidyanathan and published by John Wiley & Sons. This book was released on 2020-01-15 with total page 297 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind 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.

Download or read book Client Success Manager Critical Questions Skills Assessment written by The Art Of Service and published by Independently Published. This book was released on 2022-09-23 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: You want to know how to manage and improve your Client Success Manager skills work systems to deliver customer value and achieve organizational success and sustainability. In order to do that, you need the answer to what will drive Client Success Manager skills change? The problem is what Client Success Manager skills data will be collected, which makes you feel asking how will Client Success Manager skills decisions be made and monitored? We believe there is an answer to problems like will team members regularly document their Client Success Manager skills work. We understand you need to use Client Success Manager skills data and information to support organizational decision making and innovation which is why an answer to 'are improvement team members fully trained on Client Success Manager skills?' is important. Here's how you do it with this book: 1. Manage Client Success Manager skills risk 2. Know that any Client Success Manager skills analysis is complete and comprehensive 3. Stay flexible and focused to recognize larger Client Success Manager skills results So, who is the Client Success Manager skills process owner? This Client Success Manager Critical Questions Skills Assessment book puts you in control by letting you ask what's important, and in the meantime, ask yourself; what is the Client Success Manager skills business impact? So you can stop wondering 'how do you manage Client Success Manager skills risk?' and instead change your digital strategy to keep up with evolving client and wealth manager demands. This Client Success Manager Guide is unlike books you're used to. If you're looking for a textbook, this might not be for you. This book and its included digital components is for you who understands the importance of asking great questions. This gives you the questions to uncover the Client Success Manager challenges you're facing and generate better solutions to solve those problems. INCLUDES all the tools you need to an in-depth Client Success Manager Skills Assessment. Featuring new and updated case-based questions, organized into seven core levels of Client Success Manager maturity, this Skills Assessment will help you identify areas in which Client Success Manager improvements can be made. In using the questions you will be better able to: Diagnose Client Success Manager projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices. Implement evidence-based best practice strategies aligned with overall goals. Integrate recent advances in Client Success Manager and process design strategies into practice according to best practice guidelines. Using the Skills Assessment tool gives you the Client Success Manager Scorecard, enabling you to develop a clear picture of which Client Success Manager areas need attention. Your purchase includes access to the Client Success Manager skills assessment digital components which gives you your dynamically prioritized projects-ready tool that enables you to define, show and lead your organization exactly with what's important.

Download or read book The Fast Forward MBA in Project Management written by Eric Verzuh and published by John Wiley & Sons. This book was released on 2015-11-09 with total page 533 pages. Available in PDF, EPUB and Kindle. Book excerpt: The all-inclusive guide to exceptional project management The Fast Forward MBA in Project Management is the comprehensive guide to real-world project management methods, tools, and techniques. Practical, easy-to-use, and deeply thorough, this book gives you answers you need now. You'll find the cutting-edge ideas and hard-won wisdom of one of the field's leading experts, delivered in short, lively segments that address common management issues. Brief descriptions of important concepts, tips on real-world applications, and compact case studies illustrate the most sought-after skills and the pitfalls you should watch out for. This new fifth edition features new case studies, new information on engaging stakeholders, change management, new guidance on using Agile techniques, and new content that integrates current events and trends in the project management sphere. Project management is a complex role, with seemingly conflicting demands that must be coordinated into a single, overarching, executable strategy — all within certain time, resource, and budget constraints. This book shows you how to get it all together and get it done, with expert guidance every step of the way. Navigate complex management issues effectively Master key concepts and real-world applications Learn from case studies of today's leading experts Keep your project on track, on time, and on budget From finding the right sponsor to clarifying objectives to setting a realistic schedule and budget projection, all across different departments, executive levels, or technical domains, project management incorporates a wide range of competencies. The Fast Forward MBA in Project Management shows you what you need to know, the best way to do it, and what to watch out for along the way.

Download or read book Skills for Success written by Karen E. Wolffe and published by American Foundation for the Blind. This book was released on 1999 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This innovative handbook offers special education teachers, career counselors, and parents a comprehensive range of tested techniques and strategies to help youngsters who are blind or visually impaired begin to build the skills they need for successful careers. It introduces specific activities for preparing visually impaired children from preschoolers through middle school for the next level of schooling and to become independent in daily life, confident about their career choices, and skillful on their future jobs.

Download or read book How To Transition Into Customer Success And Revive Your Career written by Hakan Ozturk and published by Independently Published. This book was released on 2024-06-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Feeling Burned Out at Work? A New Career Could Reignite Your Passion Are you feeling stuck or burned out in your current job? A career in customer success may be the fresh start you need to find more fulfilling work that you're passionate about. In his new book, author and industry veteran Hakan Ozturk, founder of the #1 Customer Success Newsletter, The CS Café, provides a comprehensive guide on how to transition into the customer success field by leveraging your existing skills and experience: Learn what customer success is all about and why it's a great career path with opportunities at all levels - from entry roles to senior leadership positions. Find out how to highlight the transferable skills you already have from backgrounds like education, customer support, sales, and more to transition into customer success roles. Get insights on filling any knowledge gaps through certifications, training programs, and continuous learning to prepare for customer success jobs. Master tips for effectively preparing for interviews, showcasing your unique strengths, and asking insightful questions to land the customer success role you want. Develop the customer-focused mindset and essential abilities needed to succeed in your first customer success position and drive real business impact. Discover pathways for advancing your career by expanding your expertise, taking on leadership roles, driving strategic initiatives, and collaborating across teams. Don't spend another day feeling dissatisfied with where you are right now in your career. This book gives you the tools to leverage your potential and find a renewed sense of purpose by helping customers achieve success.Don't miss out. Grab your copy now and revive your career!

Download or read book The Art of Support written by Francoise Tourniaire and published by Lulu.com. This book was released on 2016-02-02 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.

Download or read book Skills for Success written by Adele Scheele and published by . This book was released on 1996 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hailed as a classic in its field, "Skills for Success" offers practical common-sense guidelines for getting ahead in all kinds of careers--from sales to entertainment, from engineering to the law. Expert career coach and management consultant Scheele offers fresh ideas and techniques readers can put to use right away.

Download or read book The Formative Five written by Thomas R. Hoerr and published by ASCD. This book was released on 2016-11-16 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: For success in school and life, students need more than proficiency in academic subjects and good scores on tests; those goals should form the floor, not the ceiling, of their education. To truly thrive, students need to develop attributes that aren’t typically measured on standardized tests. In this lively, engaging book by veteran school leader Thomas R. Hoerr, educators will learn how to foster the “Formative Five” success skills that today’s students need, including Empathy: learning to see the world through others’ perspectives. Self-control: cultivating the abilities to focus and delay self-gratification. Integrity: recognizing right from wrong and practicing ethical behavior. Embracing diversity: recognizing and appreciating human differences. Grit: persevering in the face of challenge. When educators engage students in understanding and developing these five skills, they change mindsets and raise expectations for student learning. As an added benefit, they see significant improvements in school and classroom culture. With specific suggestions and strategies, The Formative Five will help teachers, principals, and anyone else who has a stake in education prepare their students—and themselves—for a future in which the only constant will be change.