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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

Individual versus team goals in CS metrics

For a strategy to be effectively and completely carried out, there must be understanding and an acknowledgment that different components of an organization require different types of motivation. Teams of people should be motivated to nurture the sense that the outcomes will be more powerful through a combination of the energy of individuals. The individual people that comprise the teams should be motivated differently as a way to objectively observe, coach, and measure the performance of each person.

One of the goals of leadership is to strike a balance between encouraging and nurturing the basic human desire to achieve success and the truth that ultimate success for the company comes mainly through combining and channeling the energy of many highly performing people toward the achievement of group goals. In other words, the strength of many is greater than the simple sum of individual parts. If the two types of motivation support the same...

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