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Mastering Customer Success

You're reading from Mastering Customer Success Discover tactics to decrease churn and expand revenue

Product type Paperback

Published in May 2024

Publisher Packt

ISBN-13 9781835469033

Length 170 pages

Edition 1st Edition

Tools

Zendesk

Concepts

Business Management

Authors (2):

Jeff Mar

Peter Armaly

View More author details

Table of Contents (16) Chapters

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

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Authors (2)

Jeff Mar

Jeff Mar

Born and raised in Greater Seattle, Jeff is a Customer Success enthusiast who has spent his career building the skills to thrive in the world of CS. With over seven years as a Customer Success Manager, he shares a unique perspective through the lens of frontline CS professionals. Additionally, he has 10+ years of experience in sales and program management and aspires to lead teams through the future evolution of CS. His passion is in helping others find their strength in CS and in building a community of professionals that can learn from and support each other as they grow their careers. Through his career, Jeff has developed his own style of driving engagement, building lasting relationships, and collaborating cross-functionally to maximize value for his customers and organizations. He lives by the saying "provide more in value than you take in payment" as a guide to ensure success.

See other products by Jeff Mar

Peter Armaly

Peter Armaly

Peter is proud of his more than 35-year career spanning IT operations, applications development, software sales, and service delivery and support. His architecture and leadership roles with a variety of companies gave him the chance to work closely with countless customers. It should be no surprise then that he has deeply-informed opinions about a cross-section of customer engagement strategies, and of the needs and expectations of the universe of customers that companies try to serve. It's with that background, and in the work he does each day to stay in the foreground of knowledge attainment, which enables Peter to provide keen insights and commentary for the CS global community specifically, and for the broader business community more generally. Peter is a born and bred Canadian and lives happily in downtown Toronto with his wife, Mamie, and their dog, Blackjack.

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