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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 FREE CHAPTER
2. Chapter 1: Optimizing Your Key Metrics for Growth 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

Determining the right relationships to build internally

This section in no way provides a complete and all-encompassing list because every organization has very nuanced roles depending on its structure or the industry and persona of its customers. Fostering strong relationships with people on each team on this list will ensure you get the support you need, achieve the best results, and extend your influence as far as possible as a CSM.

Let’s look at some of the most important internal relationships a CSM should cultivate.

Product development and engineering

Building relationships with the product and engineering teams is crucial because it bridges the gap between customer experience and product development. This connection offers a direct line to the technical nucleus of the product, granting CSMs insights into its capabilities, limitations, and the roadmap for future features. Such understanding is vital for setting realistic customer expectations and providing informed...

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