Customer Success Pioneer

The first 12 months of your journey into growth

Häftad, Engelska, 2019

170 kr

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Beskrivning

*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!* Are you a Customer Success Executive or making your way up the Customer Success ladder? Do you want to transform churn into maximum recurring revenue and growth? Are you looking for a clear route to an established framework? Are you determined to be proactive, rather than constantly firefighting, with your customers? Is your company invested in or implementing a customer-focused philosophy? If you answered yes to any of these questions, this book is for you! Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

Produktinformation

Utgivningsdatum:2019-10-25
Mått:140 x 216 x 15 mm
Vikt:336 g
Format:Häftad
Språk:Engelska
Antal sidor:288
Förlag:Practical Inspiration Publishing
ISBN:9781788600392

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Mer om författaren

Kellie Lucas is a Founding Director at ForseLucas, the consulting business which helps C-Suite executives and their teams establish and maximise their revenue growth engine through Customer Success.A founding member of the European Customer Success network, she works with her peers to pioneer the emerging profession and co-founded CustomerSuccessNetwork.org, EMEA’s primary Customer Success community. Kellie is a regular speaker at conferences such as SuccessCon, Pulse Europe and CSU Live. Beginning her career in Finance and transferring to IT, she spent over 20 years consulting for and with enterprise businesses like HSBC, Barclays, IBM, Deloitte and Vodafone. Kellie then moved to Ghana to work with anti-slavery NGO Challenging Heights and continues to lend her voice to the third sector wherever possible to extend the reach of her passion to help people achieve their dreams and goals.She is an NLP Master Practitioner providing expert leadership, coaching and mentoring to her peers and clients in project and relationship management, most specifically with a focus on Customer Success.

Recensioner i media

A really comprehensive useable handbook on the emerging philosophy and movement of Customer Success. A must reach-for guide for CS managers and executives. Useful summaries and highlights throughout. Packed with loads of ideas, experience and useful thoughts, and it’s well-structured making it easy to access.

Innehållsförteckning

List of figures xiiiAcknowledgements xvForeword xviiPart I Welcome to your journey 1Customer Success is…? 3How to use this book 19Part II Design. Implement. Measure. Evolve (DIME) 291.0 DIME cycle stage: Design 311.1 Research 321.2 Success is made of strong foundations and firm beliefs 451.3 Planning for Implementation 752.0 DIME cycle stage: Implement 1292.1 Commit and communicate 1302.2 Portfolio management 1452.3 Roles and resources 1573.0 DIME cycle stage: Measure 1653.1 Analysis and review 1663.2 Customer Health 1733.3 Demonstrating Value 1884.0 DIME cycle stage: Evolve 2054.1 Iterate 2064.2 Scale Customer Success 2194.3 Team development 233Key imperatives for your journey 249Glossary 253Resources 263About the author 267