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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
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

Identifying crises

Before understanding how to prepare or respond, we need to identify what qualifies as a CS crisis. If it was up to some customers, they might categorize every communication as a crisis. I had a customer who frequently asked for help with tasks that had easy self-service resources they could access anytime. Similar to how I teach my son to look for himself before he asks for help, I had to reset expectations with the customer to prevent them from seeing me as an extension of their admin team or support but rather as a strategic partner that creates business value together.

To manage your time best and to serve your customers best, it’s crucial that we delineate what we consider a crisis versus just a raised hand. Here are examples of what you might encounter in your day-to-day as a CSM:

  • Technical issues: These can range from minor bugs and software glitches to major system failures or cybersecurity incidents. Addressing technical issues swiftly and...
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