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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 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

Preparing for crises

I had two different clients at two different companies that experienced cyber incidents that disrupted the end users’ ability to access both platforms. I had Customer A at Company A, where we had systems and tools in place that notified us of user activity and drastic changes in health scores.

When Customer A’s activity abruptly dropped, I knew to reach out to investigate what their issue was. We quickly got our technical resources involved with the customer’s team and resolved the issue within a couple of weeks.

Customer B at Company B had a very similar issue with a cyber incident that cut off user access, but because Company B did not have automated systems in place to notify extreme fluctuations in usage, we did not catch this until our quarterly meeting, which landed us 3 months behind. Since we were not a mission-critical application, they repaired integrations with their higher-priority platforms, and we were deprioritized as an...

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