The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers - While Driving Growth for Your Company

  • 7h 22m 19s
  • Ashvin Vaidyanathan, Ruben Rabago
  • Gildan Media
  • 2020

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession - until now.

The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed - from the practitioner level all the way to senior leadership. The authors - acknowledged experts in building, training, and managing Customer Success teams - offer real-world guidance and practical advice for aspiring and experienced CSMs alike.

In this Audiobook

  • 1. Customer Success Management: The Birth of a New Profession
  • 2. Defining the Customer Success Manager Role
  • 3. A Day in the Life of a Customer Success Manager
  • 4. The CSM Skills Required in an Ever-Evolving Business World
  • 5. Learn How to Empathize and Build Relationships with Customers
  • 6. Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant
  • 7. Defining the Journey to Customer Outcomes
  • 8. Operationalize Your Customer Journey with Moments of Truth
  • 9. Using Customer Health Scores to Manage Your Customers
  • 10. Voice of the Customer and Your Tech-Touch Strategy
  • 11. Help Customers Achieve Their Business Goals
  • 12. Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion, and Advocacy
  • 13. Managing a Customer Success Team
  • 14. Creating Career Paths for Your Customer Success Managers
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