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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 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

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FAQs

What is the delivery time and cost of print book?

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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.

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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

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Amazon verified reviews

Ignatius Jul 30, 2024

"Mastering Customer Success" is a must-read for anyone involved in customer success, whether you're just starting out or are an experienced professional looking to refine your skills. This eBook delivers knowledge in a clear and actionable format. As someone who has been in customer success for 9+ years, this book has actionable insights that can be made from the beginning making it an invaluable resource for driving customer satisfaction and business growth.

Amazon Verified review

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.

JasonC Jul 22, 2024

Great read! "Mastering Customer Success" provides so many nuggets of information to build a solid foundation as a CSM! The section " Strategies for Effective Book of Business Management" was particulary helpful as I evaluated my book of business. The book is well written and I took away many valuable insights that I'll begin to use in my role. Highly recommend to anyone in Customer Success!

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!

Arek Jul 12, 2024

Mastering Customer Success by Peter Armaly and Jeff Mar is an absolute gem for anyone looking to excel in the field of customer success. As someone who has been in the industry for years, I found this book both refreshing and enlightening.Highlights:• Comprehensive Coverage: The book covers everything from the basics of customer success to advanced strategies for decreasing churn and expanding revenue. The chapters are well-organized, making it easy to follow and apply the insights.• Practical Tactics: What sets this book apart is its actionable advice. It provides real-world examples and case studies that make the concepts come to life.• Focus on Metrics: The emphasis on using data and metrics to drive customer success initiatives is spot-on. The authors do an excellent job explaining which KPIs to track and how to leverage data for decision-making.• Customer-Centric Culture: The discussion on building a customer-centric culture within an organization is invaluable. It’s a reminder that customer success isn’t just a department but a mindset that should permeate the entire company.Considerations:• Geared Towards Larger Enterprises: Some examples and strategies seem more applicable to larger companies. However, with a bit of adaptation, smaller businesses can also benefit greatly from this book.• Depth on Advanced Topics: While the book is thorough, I wished for a bit more depth on certain advanced topics. That said, it provides a solid foundation that can be built upon with additional reading and experience.Mastering Customer Success is a must-have for anyone in the customer success field. Whether you’re just starting out or have years of experience, this book offers valuable insights and practical tactics to help you decrease churn and expand revenue. I highly recommend it!

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

What do you get with Print?