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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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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

Building your sales partnerships

If you have ever led a call, only to have that call unintentionally taken over by a sales partner, you might relate. One of my best experiences in CS was at an educational technology (edTech) company called Pluralsight. My sales partner and I had a meeting with Boeing to discuss platform adoption and agreed that it would be a CS-driven call. After the light exchange of weekend activities, I kicked us off into our content. After a couple of sentences, my sales partner interrupted and took over the meeting. For the next 5-10 minutes, you could feel us arm wrestling to cover our different agendas. At one point, I asserted myself and tried to keep the client’s attention and he threw up a time-out hand signal like a coach, at which point I became frustrated. I decided to stop talking and let him finish the meeting, instead of further embarrassing us with the customer. In the end, I was cordial, thanked the customer for her time, and hung up the ZOOM...

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