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

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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 eBook?

Instant access to your Digital eBook purchase

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

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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!

Amazon Verified review

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.

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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.

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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.

Amazon Verified review

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

What do you get with eBook?