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Mastering Customer Success

You're reading from   Mastering Customer Success Discover tactics to decrease churn and expand revenue

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Product type Paperback
Published in May 2024
Publisher Packt
ISBN-13 9781835469033
Length 170 pages
Edition 1st Edition
Tools
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Authors (2):
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Jeff Mar Jeff Mar
Author Profile Icon Jeff Mar
Jeff Mar
Peter Armaly Peter Armaly
Author Profile Icon Peter Armaly
Peter Armaly
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Toc

Table of Contents (16) Chapters Close

Preface 1. Part 1: Foundational Concepts for Business Success
2. Chapter 1: Optimizing Your Key Metrics for Growth FREE CHAPTER 3. Chapter 2: Building a Strong Foundation – Key Knowledge for Success 4. Chapter 3: Strategies for Effective Book of Business Management 5. Part 2: Optimizing Customer-Centric Strategies
6. Chapter 4: Streamlining Onboarding and Boosting Engagement 7. Chapter 5: Building Referenceable Customers 8. Chapter 6: Leveraging Data for Customer Success 9. Chapter 7: Building Your Customer Success Inner Circle 10. Part 3: Navigating the Customer Success Landscape
11. Chapter 8: Strategies for Retention and Expansion in Your Business 12. Chapter 9: Mastering Crisis Management for Business Resilience 13. Chapter 10: The Exciting Future of Customer Success 14. Index 15. Other Books You May Enjoy

Data for CS through an internal lens

The easiest way I have found to think about CS using data to its advantage internally is by imagining it as the access point for those organizations to the customer. What I mean is, in addition to its obvious responsibility for delivering services that help customers, CS can help customers in another way. They can direct insights learned from observing the customer’s use of the product and their perceived experience of working with the company and turn inwards to share their insights with their peer organizations. They would do this so that those organizations would have much more critical up-close and personal information about the customer that is otherwise extremely difficult for them to acquire. Those shared insights could then be used by those organizations to improve their deliverables – deliverables that eventually combine and flow toward improving the company’s overall ability to market, sell, and support customers....

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