What do you get with Print?

Instant access to your digital eBook copy whilst your Print order is Shipped

Paperback book shipped to your preferred address

Download this book in EPUB and PDF formats

Access this title in our online reader with advanced features

DRM FREE - Read whenever, wherever and however you want

Key benefits

Master the art of driving measurable customer value, a cornerstone of business success

Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business

Ratchet up your understanding of building and operating dynamic and resilient CS organizations

Purchase of the print or Kindle book includes a free PDF eBook

Description

The rapidly evolving customer success landscape has left many Customer Success Managers (CSMs) struggling to keep pace with the complexities of this dynamic role. This Customer Success book bridges the gap by providing a comprehensive framework for mastering the essential skills required to excel. You’ll find out why the Customer Success function is indispensable today and gain expert insights into account segmentation, financial tiering, ideal customer profiles, and the complexity of customer engagement process design. You’ll then delve into playbook development, where you’ll find practical guidance for CSMs and Customer Success Operations Managers who want to improve their ability to drive desired business outcomes. Through insightful case studies, the authors illustrate their own experience of successful Customer Success implementation, showing you what it takes to exceed customer expectations with well-designed, proactive services. The journey doesn’t end there—it extends to highlighting the resilience required to build and operate successful Customer Success organizations. By the end of this guide, you’ll be equipped with the tactics and mindset necessary to stand out as a world-class Customer Success leader in your organization, driving growth at every turn.

Who is this book for?

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

What you will learn

Drive higher customer retention and expansion rates with a customer-centric strategy

Understand the essential role of measurement in achieving service delivery excellence

Recognize the importance of the human dimension in vendor-customer relationships in the age of AI

Refine engagement models by incorporating observations of customer behavior

Discover techniques for creating ideal customer profiles

Leverage technology to boost business relevance of CSMs

Identify how to drive successful customer outcomes through collaboration

What do you get with Print?

Instant access to your digital eBook copy whilst your Print order is Shipped

Paperback book shipped to your preferred address

Download this book in EPUB and PDF formats

Access this title in our online reader with advanced features

DRM FREE - Read whenever, wherever and however you want

Frequently bought together

€26.99

€33.99

€29.99

Total € 90.97

FAQs

What is the delivery time and cost of print book?

Shipping Details

USA:

Economy: Delivery to most addresses in the US within 10-15 business days

Premium: Trackable Delivery to most addresses in the US within 3-8 business days

UK:

Economy: Delivery to most addresses in the U.K. within 7-9 business days.
Shipments are not trackable

Premium: Trackable delivery to most addresses in the U.K. within 3-4 business days!
Add one extra business day for deliveries to Northern Ireland and Scottish Highlands and islands

EU:

Premium: Trackable delivery to most EU destinations within 4-9 business days.

Australia:

Economy: Can deliver to P. O. Boxes and private residences.
Trackable service with delivery to addresses in Australia only.
Delivery time ranges from 7-9 business days for VIC and 8-10 business days for Interstate metro
Delivery time is up to 15 business days for remote areas of WA, NT & QLD.

Premium: Delivery to addresses in Australia only
Trackable delivery to most P. O. Boxes and private residences in Australia within 4-5 days based on the distance to a destination following dispatch.

India:

Premium: Delivery to most Indian addresses within 5-6 business days

Rest of the World:

Premium: Countries in the American continent: Trackable delivery to most countries within 4-7 business days

Asia:

Premium: Delivery to most Asian addresses within 5-9 business days

Disclaimer:
All orders received before 5 PM U.K time would start printing from the next business day. So the estimated delivery times start from the next day as well. Orders received after 5 PM U.K time (in our internal systems) on a business day or anytime on the weekend will begin printing the second to next business day. For example, an order placed at 11 AM today will begin printing tomorrow, whereas an order placed at 9 PM tonight will begin printing the day after tomorrow.

Unfortunately, due to several restrictions, we are unable to ship to the following countries:

Afghanistan
American Samoa
Belarus
Brunei Darussalam
Central African Republic
The Democratic Republic of Congo
Eritrea
Guinea-bissau
Iran
Lebanon
Libiya Arab Jamahriya
Somalia
Sudan
Russian Federation
Syrian Arab Republic
Ukraine
Venezuela

What is custom duty/charge?

Customs duty are charges levied on goods when they cross international borders. It is a tax that is imposed on imported goods. These duties are charged by special authorities and bodies created by local governments and are meant to protect local industries, economies, and businesses.

Do I have to pay customs charges for the print book order?

The orders shipped to the countries that are listed under EU27 will not bear custom charges. They are paid by Packt as part of the order.

List of EU27 countries: www.gov.uk/eu-eea:

A custom duty or localized taxes may be applicable on the shipment and would be charged by the recipient country outside of the EU27 which should be paid by the customer and these duties are not included in the shipping charges been charged on the order.

How do I know my custom duty charges?

The amount of duty payable varies greatly depending on the imported goods, the country of origin and several other factors like the total invoice amount or dimensions like weight, and other such criteria applicable in your country.

For example:

If you live in Mexico, and the declared value of your ordered items is over $ 50, for you to receive a package, you will have to pay additional import tax of 19% which will be $ 9.50 to the courier service.
Whereas if you live in Turkey, and the declared value of your ordered items is over € 22, for you to receive a package, you will have to pay additional import tax of 18% which will be € 3.96 to the courier service.

How can I cancel my order?

Cancellation Policy for Published Printed Books:

You can cancel any order within 1 hour of placing the order. Simply contact customercare@packt.com with your order details or payment transaction id. If your order has already started the shipment process, we will do our best to stop it. However, if it is already on the way to you then when you receive it, you can contact us at customercare@packt.com using the returns and refund process.

Please understand that Packt Publishing cannot provide refunds or cancel any order except for the cases described in our Return Policy (i.e. Packt Publishing agrees to replace your printed book because it arrives damaged or material defect in book), Packt Publishing will not accept returns.

What is your returns and refunds policy?

Return Policy:

We want you to be happy with your purchase from Packtpub.com. We will not hassle you with returning print books to us. If the print book you receive from us is incorrect, damaged, doesn't work or is unacceptably late, please contact Customer Relations Team on customercare@packt.com with the order number and issue details as explained below:

If you ordered (eBook, Video or Print Book) incorrectly or accidentally, please contact Customer Relations Team on customercare@packt.com within one hour of placing the order and we will replace/refund you the item cost.
Sadly, if your eBook or Video file is faulty or a fault occurs during the eBook or Video being made available to you, i.e. during download then you should contact Customer Relations Team within 14 days of purchase on customercare@packt.com who will be able to resolve this issue for you.
You will have a choice of replacement or refund of the problem items.(damaged, defective or incorrect)
Once Customer Care Team confirms that you will be refunded, you should receive the refund within 10 to 12 working days.
If you are only requesting a refund of one book from a multiple order, then we will refund you the appropriate single item.
Where the items were shipped under a free shipping offer, there will be no shipping costs to refund.

On the off chance your printed book arrives damaged, with book material defect, contact our Customer Relation Team on customercare@packt.com within 14 days of receipt of the book with appropriate evidence of damage and we will work with you to secure a replacement copy, if necessary. Please note that each printed book you order from us is individually made by Packt's professional book-printing partner which is on a print-on-demand basis.

What tax is charged?

Currently, no tax is charged on the purchase of any print book (subject to change based on the laws and regulations). A localized VAT fee is charged only to our European and UK customers on eBooks, Video and subscriptions that they buy. GST is charged to Indian customers for eBooks and video purchases.

What payment methods can I use?

You can pay with the following card types:

Visa Debit
Visa Credit
MasterCard
PayPal

What is the delivery time and cost of print books?

Shipping Details

USA:

Economy: Delivery to most addresses in the US within 10-15 business days

Premium: Trackable Delivery to most addresses in the US within 3-8 business days

UK:

Economy: Delivery to most addresses in the U.K. within 7-9 business days.
Shipments are not trackable

Premium: Trackable delivery to most addresses in the U.K. within 3-4 business days!
Add one extra business day for deliveries to Northern Ireland and Scottish Highlands and islands

EU:

Premium: Trackable delivery to most EU destinations within 4-9 business days.

Australia:

India:

Premium: Delivery to most Indian addresses within 5-6 business days

Rest of the World:

Premium: Countries in the American continent: Trackable delivery to most countries within 4-7 business days

Asia:

Premium: Delivery to most Asian addresses within 5-9 business days

Unfortunately, due to several restrictions, we are unable to ship to the following countries:

Afghanistan
American Samoa
Belarus
Brunei Darussalam
Central African Republic
The Democratic Republic of Congo
Eritrea
Guinea-bissau
Iran
Lebanon
Libiya Arab Jamahriya
Somalia
Sudan
Russian Federation
Syrian Arab Republic
Ukraine
Venezuela

Filter reviews by

All

Amazon verified reviews

ACravens Jul 16, 2024

The perfect CS book doesn’t exi….. wait…It does now. Authors Jeff Mar and Peter Armaly have struck the perfect balance between the art and science of Customer Success.I highly recommend this book to be used as a manual for all experience levels of Customer Success and anyone in the Success-sphere. This book contains many years of wisdom from two industry experts presented in a relatable and compelling manner. Perfect level of detail for those just getting started AND those who are more experienced.If you’re looking for easy to digest, real-world expertise woven into a beautiful blueprint for success, this is the book you need!

Amazon Verified review

Shazia Bhura Jun 11, 2024

This book offers valuable insights into customer service, laying a solid foundation for success. Any Customer Success Manager (CSM) would benefit greatly from reading it and applying the key takeaways to their work. Each chapter provides information that helps individuals learn and grow. I appreciated how the book emphasized the importance of relationship building and finding advocates who champion the product. Often, people overlook the success that can come from building relationships or having someone in their corner creating engagement around the product. This greatly aids in success and strengthens the relationship between the CSM and the organization. I particularly enjoyed how the book prepares CSMs for success by encouraging a proactive mindset and designing a solid strategy.For both new and seasoned CSMs, this book will either teach you how to be successful or remind you of important practices you may have forgotten. Overall, it's an excellent crash course and a valuable resource for anyone in the customer experience (CX) field!

Sandra Jun 15, 2024

This is a very interesting and well-written book for CSMs of all levels, and even for those who are not very seasoned in the topic, but want to get a solid introduction into the world of customer success management. The book provides some very detailed and concrete examples to solidify the concepts being presented in each chapter. I especially found the chapter regarding "Soft skills of exceptional CSMs" to be very insightful, for those who are looking to be a successful CSM.While this is not exactly my area of expertise, I still thoroughly enjoyed reading this book, and was able to gain some valuable insights into the world of customer success management. A great book for those who, like myself, aren't too versed in the topic, but want to learn more without getting too overwhelmed.

Joan T Blake Jun 16, 2024

The book is well-written and thoughtfully laid out with an easy-to-follow table of contents that allows readers to target topics most relevant to them.I was glad to see the book treat both the quantitative and qualitative aspects of measuring success.The explanation of success manager skills in chapter 2 will be especially helpful to those considering a career in customer success. The chapter does a good job pointing out the need for a CSM to possess both empathy and analytical thinking.I would like more emphasis placed on the role varying by organization and product. For example, the topic of being reactive didn’t mention that reaction depends greatly on whether the organization has customer resources like a help desk.The chapter on boosting engagement sparked some ideas that I think will work well with the current product and clients I support. Yes, even experienced CSMs will find value in the book.In summary, Mastering Customer Success provides lessons for the neophyte and the experienced CSM. For those entering a role, it would be a perfect primer.

L.W. Jul 22, 2024

As someone who's been in the CS world for over a decade, I picked this book up to round out my knowledge, understand the current state of Customer Success, and see where things are going. I’m happy to say I was not let down.There’s something here for new CSMs and experienced CS leaders alike. The writing is highly approachable, uses relevant personal insights to demonstrate its points, and thoroughly explores each facet of pretty much every CS-related topic you can think of.You can tell that the authors have lived the CS experience from the ground up. As a former CSM myself, I found myself nodding along to anecdotes about the challenges of getting client stakeholders to attend Quarterly Business Reviews or chuckling at a story about Sales taking over a CS-led customer call. Been there.Beyond the soft skills and daily tactical activities that entail the CSM role, the book covers a broad range of strategic topics: analyzing and utilizing customer data within CRM tools to better understand client health, building internal and external relationships with the right people in the right departments, best practices for driving engagement across multiple channels, the value of personalization, managing retention risks, and much more.Overall, the title is accurate. If you’re looking to master Customer Success, this book is for you.

Mastering Customer Success: Discover tactics to decrease churn and expand revenue

What do you get with Print?