0

Explore Products

Best Sellers

New Releases

Books

Videos

Audiobooks

Free Learning

Mastering Customer Success

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

Product type Paperback

Published in May 2024

Publisher Packt

ISBN-13 9781835469033

Length 170 pages

Edition 1st Edition

Tools

Zendesk

Concepts

Business Management

Authors (2):

Jeff Mar

Peter Armaly

View More author details

Table of Contents (16) Chapters

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

Why subscribe?

15. Other Books You May Enjoy

Who this book is for

This book is for aspiring and established Customer Success professionals who want to learn how to develop and refine outcome-focused 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.

The rest of the chapter is locked

Register for a free Packt account to unlock a world of extra content!

A free Packt account unlocks extra newsletters, articles, discounted offers, and much more. Start advancing your knowledge today.

Unlock this book and the full library FREE for 7 days

Get unlimited access to 7000+ expert-authored eBooks and videos courses covering every tech area you can think of

Start free trial

Renews at €18.99/month. Cancel anytime

Authors (2)

Jeff Mar

Jeff Mar

Born and raised in Greater Seattle, Jeff is a Customer Success enthusiast who has spent his career building the skills to thrive in the world of CS. With over seven years as a Customer Success Manager, he shares a unique perspective through the lens of frontline CS professionals. Additionally, he has 10+ years of experience in sales and program management and aspires to lead teams through the future evolution of CS. His passion is in helping others find their strength in CS and in building a community of professionals that can learn from and support each other as they grow their careers. Through his career, Jeff has developed his own style of driving engagement, building lasting relationships, and collaborating cross-functionally to maximize value for his customers and organizations. He lives by the saying "provide more in value than you take in payment" as a guide to ensure success.

See other products by Jeff Mar

Peter Armaly

Peter Armaly

Peter is proud of his more than 35-year career spanning IT operations, applications development, software sales, and service delivery and support. His architecture and leadership roles with a variety of companies gave him the chance to work closely with countless customers. It should be no surprise then that he has deeply-informed opinions about a cross-section of customer engagement strategies, and of the needs and expectations of the universe of customers that companies try to serve. It's with that background, and in the work he does each day to stay in the foreground of knowledge attainment, which enables Peter to provide keen insights and commentary for the CS global community specifically, and for the broader business community more generally. Peter is a born and bred Canadian and lives happily in downtown Toronto with his wife, Mamie, and their dog, Blackjack.

See other products by Peter Armaly

Personalised recommendations for you

Based on your interests and search pattern

Mastering Customer Success

Mastering Customer Success

This guide unveils strategies to cultivate enduring customer relationships. Grounded in effective communication and problem-solving, it shows you how to harness cross-functional collaboration for competitive advantage.

May 2024 5h 40m

Architecting Salesforce Success

Architecting Salesforce Success

This book provides you with a roadmap to becoming a successful Salesforce Architect. Covering common pitfalls and valuable insights, this book prepares you to transition to the role of a Salesforce Architect.

The SketchUp Handbook for Interior Design

The SketchUp Handbook for Interior Design

The SketchUp Handbook for Interior Design walks interior designers and architects through SketchUp Pro and Studio at an intermediate+ level, covering topics and tools specific to the world of design.

Jun 2024 19h 56m

Power Platform and the AI Revolution

Power Platform and the AI Revolution

Learn how to integrate cutting-edge AI technology into business operations and tap into AI services within Power Platform to enable automation and develop apps and chatbots to achieve heightened productivity and efficiency.

May 2024 11h 52m

Mastering Project Management with ClickUp for Work and Home Life Balance

Mastering Project Management with ClickUp for Work and Home Life Balance

This book will guide you in using ClickUp to become a power user of your life. You'll learn practical strategies for setup, project management, and AI integration to optimize workflow, boost productivity, and manage time effectively.

Jun 2024 10h 16m

Mastering UI Development with Unity

Mastering UI Development with Unity

With Unity's robust toolkit, you can create visually appealing UIs to give your games a professional look and feel. This book will help you realize the full potential of the UI systems provided by Unity, so you can create the best UI for your games.

Jun 2024 21h 16m

Autodesk Civil 3D 2025 Unleashed

Autodesk Civil 3D 2025 Unleashed

This book is a comprehensive guide to using Autodesk Civil 3D. You'll progress from design customization with extensions and information management to project extension, preparing you for a successful career in civil engineering.

Jul 2024 10h 28m

Mastering Salesforce Experience Cloud

Mastering Salesforce Experience Cloud

Mastering Salesforce Experience Cloud covers every facet of the platform, from technical reviews to implementation, business transformation, and long-term growth strategies. Learn to maximize the potential of Salesforce Experience Cloud.

Oct 2024 10h 56m

Mastering the Art of Sales Engineering

Mastering the Art of Sales Engineering

This book covers what a sales engineer is and does, and why this is a highly paid and coveted role. The authors share their vast experience to help you learn daily operations and skills to advance your sales career.

Sep 2024 10h 32m

Taking Tinkercad to the Next Level

Taking Tinkercad to the Next Level

Tinkercad users familiar with the basic functionality will learn to create complex shapes and multi-part designs with this book on advanced modeling. It covers strategies and techniques for modeling and designing for production with 3D printers.

Sep 2024 13h 56m