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Customer success : how innovative companies are reducing churn and growing recurring revenue

By: Mehta, NickContributor(s): Steinman, Dan | Murphy, LincolnPublication details: Hoboken Wiley 2016Description: 238pISBN: 9781119167969Subject(s): Entrepreneurship | Success in Business | Customer Relations | Customer ServicesDDC classification: 658.812 Summary: 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.
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Table of Contents:

Part: I Customer Success: The History, Organization, and Imperative
1. The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial
2. The Customer Success Strategy: The New Organization versus the Traditional Business Model
3. Customer Success for Traditional Nonrecurring Revenue Businesses

Part: II The Ten Laws of Customer Success
4. The Practice of Customer Success
5. Law 1: Sell to the Right Customer
6. Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart
7. Law 3: Customers Expect You to Make Them Wildly Successful
8. Law 4: Relentlessly Monitor and Manage Customer Health
9. Law 5: You Can No Longer Build Loyalty through Personal Relationships
10. Law 6: Product Is Your Only Scalable Differentiator
11. Law 7: Obsessively Improve Time-to-Value
12. Law 8: Deeply Understand Your Customer Metrics
13. Law 9: Drive Customer Success through Hard Metrics
14. Law 10: It’s a Top-Down, Company-Wide Commitment

Part: III Chief Customer Officer, Technology, and Future
15. The Rise of the Chief Customer Officer
16. Customer Success Technology
17. Where Do We Go from Here?

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.

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