E-raamat: Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

  • Formaat: 256 pages
  • Ilmumisaeg: 16-Feb-2016
  • Kirjastus: John Wiley & Sons Inc
  • ISBN-13: 9781119168300
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  • Formaat: 256 pages
  • Ilmumisaeg: 16-Feb-2016
  • Kirjastus: John Wiley & Sons Inc
  • ISBN-13: 9781119168300
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Your business success is now forever linked to the success of your customers

Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business.

Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you:

  • Understand the context that led to the start of the Customer Success movement
  • Build a Customer Success strategy proven by the most competitive companies in the world
  • Implement an action plan for structuring the Customer Success organization, teiring your customers, and developing the right cross-functional playbooks

Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life.Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

Gainsight Book Foreword xi
PART I Customer Success: The History, Organization, and Imperative
1(62)
Chapter 1 The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial
3(22)
Chapter 2 The Customer Success Strategy: The New Organization versus the Traditional Business Model
25(20)
Chapter 3 Customer Success for Traditional Nonrecurring Revenue Businesses
45(18)
PART II The Ten Laws of Customer Success
63(118)
Chapter 4 The Practice of Customer Success
65(4)
Chapter 5 Law 1: Sell to the Right Customer
69(10)
Chapter 6 Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart
79(12)
Chapter 7 Law 3: Customers Expect You to Make Them Wildly Successful
91(12)
Chapter 8 Law 4: Relentlessly Monitor and Manage Customer Health
103(10)
Chapter 9 Law 5: You Can No Longer Build Loyalty through Personal Relationships
113(12)
Chapter 10 Law 6: Product Is Your Only Scalable Differentiator
125(12)
Chapter 11 Law 7: Obsessively Improve Time-to-Value
137(10)
Chapter 12 Law 8: Deeply Understand Your Customer Metrics
147(12)
Chapter 13 Law 9: Drive Customer Success through Hard Metrics
159(12)
Chapter 14 Law 10: It's a Top-Down, Company-Wide Commitment
171(10)
PART III Chief Customer Officer, Technology, and Future
181(48)
Chapter 15 The Rise of the Chief Customer Officer
183(16)
Chapter 16 Customer Success Technology
199(16)
Chapter 17 Where Do We Go from Here?
215(14)
Index 229
NICK MEHTA is CEO of Gainsight, where he brings the right people together and puts them in the best position to win for customers, partners, employees, and their families. He's a big believer in the Golden Rule, and he uses it to bring more compassion to interactions with others. DAN STEINMAN is the chief customer officer for Gainsight. He is the author of dozens of relevant blogs, contributed articles, and Customer Success University created by Gainsight and a recognized thought leader in the Customer Success world. LINCOLN MURPHY is founder of Sixteen Ventures, a consultancy helping companies accelerate growth through Customer Success. He's a prolific writer and international speaker on Growth and Customer Success.