Titel: Customer Success
Autor/en: Nick Mehta, Dan Steinman, Lincoln Murphy
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.
John Wiley & Sons Inc
19. Februar 2016 - gebunden - 256 Seiten
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, tiering 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.
Part I Customer Success - The History, Organization, and Imperative
Chapter 1: The Recurring Revenue Tsunami: Why Customer Success is Suddenly Crucial
Chapter 2: The Customer Success Strategy: The New Organization vs. The Traditional Business Model
Chapter 3: Customer Success for Traditional Non-Recurring Revenue Businesses
Part II The Ten Laws of Customer Success
Chapter Four: The Practice of Customer Success
Chapter 5: Law No.1 - Sell to the Right Customer
Chapter 6: Law No.2 - The Natural Tendency for Customers and Vendors is to Drift Apart
Chapter 7: Law No.3 - Customers Expect You To Make Them Wildly Successful
Chapter 8: Law No.4 - Relentlessly Monitor and Manage Customer Health
Chapter 9: Law No.5 - You Can No Longer Build Loyalty Through Personal Relationships
Chapter 10: Law No.6 - Product Is Your Only Scalable Differentiator
Chapter 11: Law No.7 - Obsessively Improve Time-to-Value
Chapter 12: Law No.8 - Deeply Understand Your Customer Metrics
Chapter 13: Law No.9 - Drive Customer Success through Hard Metrics
Chapter 14: Law No.10 - It's a Top-Down Companywide Commitment
Part Three CCO, Technology, and Future
Chapter 15: The Rise of the Chief Customer Officer
Chapter 16: Customer Success Technology
Chapter 17: Where Do We Go From Here?
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.