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

Building Referenceable Customers

Our overarching goal in Customer Success (CS) is to cultivate a portfolio of referenceable customers, the prized success stories of any business.

I once worked for a Chief Customer Officer who stood in front of our entire CS team and said our number one goal was to build referenceable customers. He said that if we focused all our efforts and strategy toward turning our clients into advocates of our product, our services, and our company, everything else would take care of itself.

If you aspire to turn great customers into champions, this chapter will explain the significance of advocates, guiding you on how to identify which customers to start with, how to cultivate their advocacy, and how to showcase their endorsement. Once you understand these strategies for creating advocates of your customers, the success you will find in your book of business will set you apart in your organization.

This chapter will cover the following topics:

    ...
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