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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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15. Other Books You May Enjoy

Index

As this ebook edition doesn't have fixed pagination, the page numbers below are hyperlinked for reference only, based on the printed edition of this book.

A

action plan 89

ADOPT phase 79

advocacy 87

AI Agents 137

analytical skills 24

Analyze, Place, Land, Adopt, Expand, and Renew (APLAER) 79

artificial intelligence (AI) 75, 130

augmented reality (AR) 60

B

book of business (BoB) 31

Boston Consulting Group (BCG) 77

business service management (BSM) 5

butterfly effect

reference link 109

C

Catalyst 10

challenger mindset 26

churn 11, 113

ChurnZero 10

communication 23

conflict resolution 26

consumption analytics 79-82

crisis

effective communication 123-125

identifying 120, 121

preparing 122, 123

CS qualified leads (CSQLs) 43

customer acquisition cost (CAC) 112

customer advisory boards (CABs) 123

customer churn rate 11

customer effort score (CES) 66

customer...

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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.

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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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