Practical Customer Success Management

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Practical Customer Success Management

Author : Rick Adams
ISBN : 9780429595486
Genre : Business & Economics
File Size : 84.36 MB
Format : PDF, Kindle
Download : 831
Read : 1228

"This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often." Peter Armaly, Senior Director Customer Success, Oracle "...a comprehensive review of the Customer Success role and responsibilities..." Anne Marie Ponder, Senior Manager, IT Infrastructure, Astellas Pharma US "...a must read playbook for all business leaders and customer success-focused professionals." Jason Noble, Global Customer Success and SaaS Leader "I wish a book like this existed when I started in Customer Success!" Cyn Taylor, Enterprise Customer Success Manager, LogicMonitor "...provides all the ingredients to create the right customer success strategy." Baptiste Debever, Head of Growth & Co Founder, Alkalab "...an invaluable resource for anyone with an interest in Customer Success." Adam Joseph, CEO, CSM insight "A structured and logical approach that will help new and experienced CSMs to bridge the gap between Customer Success theory and practical application." James Scott, General Partner, Success Hacker Customer success management is "the practice of helping customers to generate value from using our products" and it is a relatively new and fast-growing profession with many new CSMs coming into it from other customer-facing professions. Due to the speed with which the profession is undergoing change as it matures and expands, both new and existing CSMs need to keep abreast of customer success best practice. However there are relatively few books that provide much in the way of practical guidance for customer success practitioners and even less options for resources such as tools, templates and checklists that enable a consistently high quality approach whilst increasing the CSM’s productivity. Practical Customer Success Management is a practical guide book and comprehensive training manual for CSMs that provides a simple to follow, best practice framework that lays out the core steps at every stage of the customer journey to business outcome success. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed guidance for successfully completing those activities. The book also includes a suite of tools and templates that enable rapid completion of tasks whilst ensuring consistency of approach both across multiple customer engagements and by multiple CSMs within a team.
Category: Business & Economics

The Customer Success Professional S Handbook

Author : Ashvin Vaidyanathan
ISBN : 9781119624615
Genre : Business & Economics
File Size : 65.26 MB
Format : PDF, ePub
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The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success 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. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.
Category: Business & Economics

The Customer Success Pioneer

Author : Kellie Lucas
ISBN : 9781788600408
Genre : Business & Economics
File Size : 65.8 MB
Format : PDF
Download : 639
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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.
Category: Business & Economics

Customer Success With Microsoft Dynamics Sure Step

Author : Chandru Shankar
ISBN : 9781849687034
Genre : Computers
File Size : 25.75 MB
Format : PDF, ePub
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Customer Success with Microsoft Dynamics Sure Step is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements. If you are involved in one or more of the roles stated below, then this book is for you: If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process. If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision. If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close. If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution. If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution delivery process, and/or help solution providers adopt a process for selling and delivering solutions.
Category: Computers

Research And Practical Issues Of Enterprise Information Systems Ii Volume 2

Author : Li Xu
ISBN : 9780387763118
Genre : Business & Economics
File Size : 37.32 MB
Format : PDF, ePub
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Research and Practical Issues of Enterprise Information Systems II, Volume 2 presents work from the IFIP TC 8 WG 8.9 International Conference on the Research and Practical Issues of Enterprise Information Systems (CONFENIS 2007). Enterprise information systems (EIS) have become increasingly popular over the last 15 years. EIS integrate and support business processes across functional boundaries in a supply chain environment. In recent years, more and more enterprises world-wide have adopted EIS such as Enterprise Resource Planning (ERP) for running their businesses. Previously, information systems such as CAD, CAM, MRPII and CRM were widely used for partial functional integration within a business organization. With global operation, global supply chain, and fierce competition in place, there is a need for suitable EIS such as ERP, E-Business or E-Commerce systems to integrate extended enterprises in a supply chain environment with the objective of achieving efficiency, competency, and competitiveness. As an example, the global economy has forced business enterprises such as Dell and Microsoft to adopt ERP in order to take the advantage of strategic alliances within a global supply chain environment. Today, not only the large companies, but also the medium companies are quickly learning that a highly integrated EIS is more and more a required element of doing business. Businesses all over the world are investing billions of dollars in acquiring and implementing EIS in particular ERP systems by SAP and Oracle. As a result, there is a growing demand for researching EIS to provide insights into challenges, issues, and solutions related to the design, implementation and management of EIS.
Category: Business & Economics

The Art Of Support

Author : Francoise Tourniaire
ISBN : 9781329873315
Genre : Business & Economics
File Size : 38.8 MB
Format : PDF, ePub, Docs
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Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.
Category: Business & Economics

A Practical Guide To Enrollment And Retention Management In Higher Education

Author : Marguerite J. Dennis
ISBN : 0897895916
Genre : Education
File Size : 48.92 MB
Format : PDF, Kindle
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This book offers practical advice to higher education administrators on how to develop and implement effective and efficient enrollment and retention management programs. The book offers over 500 suggestions and is the first practical guide to combine both enrollment and retention management. Dennis's book will challenge campus administrators to re-think how they conduct business on their compuses and why it is important to treat students as valued customers.
Category: Education

Practical Guide To Software Quality Management

Author : John W. Horch
ISBN : 1580536042
Genre : Computers
File Size : 85.17 MB
Format : PDF, Docs
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If you are responsible for designing, implementing, or managing a quality software program, this updated edition of the Practical Guide to Software Quality Management now identifies 10 major components that make up a solid program in line with ISO 9001 quality management precepts. Thoroughly revised and with new chapters on software safety and software risk management, this comprehensive primer provides you with the starting points for a standardized documentation system, and analyzes each individual program component separately, addressing in detail its specific role and overall importance to the system.
Category: Computers

Practical Wap

Author : Chris Bennett
ISBN : 0521005612
Genre : Business & Economics
File Size : 39.60 MB
Format : PDF, Docs
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The marriage of mobile communications with Internet technologies opens up the Web to a vastly expanded audience. New types of applications that take advantage of user location, provide time-critical information, and offer personalized content are now possible. WAP, the Wireless Application Protocol, provides the technology to build this wireless Web. You will learn about the WAP Forum, mobile devices, and what makes a good WAP application. This book shows you around the WAP standards, explaining which ones you really need to build WAP applications. It guides you through the critical success factors in designing WAP applications and helps you choose the right architecture for your WAP project Tutorials on WML (the HTML of wireless web) WMLScript, and Push technology are combined with real world examples to make Practical WAP ideal for software developers, architects, and managers.
Category: Business & Economics

Crm In Financial Services

Author : Bryan Foss
ISBN : 0749436964
Genre : Business & Economics
File Size : 47.57 MB
Format : PDF, Kindle
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CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market.
Category: Business & Economics

Fulfilling Customer Needs

Author : Harry K. Jackson
ISBN : 0471180920
Genre : Business & Economics
File Size : 47.33 MB
Format : PDF, Mobi
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This volume is structured around the need to understand capacity, measure capacity, measure performance, and balance requirements and resources for production. All of these elements are combined in the book into an integrated model for optimizing the performance of the organization.
Category: Business & Economics

Customer Driven Operations Management Aligning Business Processes And Quality Tools To Create Operational Effectiveness In Your Company

Author : Christopher K. Ahoy
ISBN : 9780071608329
Genre : Business & Economics
File Size : 71.6 MB
Format : PDF, ePub, Docs
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The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base by operating adequately. In order to enjoy a competitive advantage, an organization must operate at exemplary levels of performance in every facet of business and maintain that degree of excellence indefinitely. This is achieved through careful alignment of operational systems and the use of innovative process management initiatives. “Unless an organization is uniquely qualified to deal with its customers by understanding its own strengths and weakness,” writes internationally renowned operational management expert Christopher K. Ahoy, “it will be unable to understand what is required to move from the current paradigm of doing business.” In Customer-Driven Operations Management, Ahoy distills the most current business theories and practices that will help you weed out and eliminate operational inefficiencies and put in place the necessary metrics for providing products and services better, cheaper, and faster than ever. Ahoy walks you through the steps of creating a world-class organization, which include Mapping your company's processes to target weak points Realigning management systems from functional to process-focused Setting benchmarks throughout the process to help quantify levels of success Establish a system of knowledge management for the seamless alignment of teams and departments Improving process management using Lean, Six Sigma, and other methodologies Create a sound strategic planning initiative to eliminate future surprises With diagrams and figures to highlight salient points, Customer-Driven Operations Management clarifies and simplifies the otherwise daunting task of enacting major changes in your company's operations systems.
Category: Business & Economics

Compensating The Sales Force Third Edition A Practical Guide To Designing Winning Sales Reward Programs

Author : David J. Cichelli
ISBN : 9781260026825
Genre : Business & Economics
File Size : 26.89 MB
Format : PDF, ePub
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Leverage the full power of your sales force with a cutting-edge compensation program Salespeople are motivated by many things—and how they’re paid tops the list. Sales compensation is one of the best tools for motivating any sales force and thus maximizing business revenue. Do you have strategically aligned sales compensation plans or are your pay plans holding back your sales force? Compensating the Sales Force has helped thousands of business leaders worldwide create sales compensation programs that drive sales performance, increase revenue, and trigger business growth. Now, this new edition brings you fully up to date with new approaches for a business landscape where product/solution objectives and customer needs are in constant in flux. Sales guru David Cichelli provides everything you need to build an incentive plan that delivers real financial results. He takes you step-by-step through the process of setting target pay, selecting the right performance measures, and establishing quotas. You’ll learn everything there is to know about: •Why job content drives sales compensation design •Methods for calculating formulas for payout purposes •The roles of quota allocation, sales crediting, and account assignment •Compensating a complex sales organization and global sales teams •Administering, monitoring, and measuring the effectiveness of the program An indispensable resource for anyone involved in sales compensation—from CEOs and sales managers to HR personnel to IT professionals—Compensating the Sales Force provides all the tools you need to design and implement a sales compensation plan that increases profits―and drives the sales team to exceed sales targets.
Category: Business & Economics

Practical Aspects Of Knowledge Management

Author : Ulrich Reimer
ISBN : 9783540499985
Genre : Business & Economics
File Size : 55.22 MB
Format : PDF, Docs
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This book constitutes the refereed proceedings of the 6th International Conference on Practical Aspects of Knowledge Management, PAKM 2006, held in Vienna, Austria in November/December 2006. The 29 revised full papers address all aspects of knowledge management and their role in next-generation business solutions in perspective to business and organization sciences, cognitive science, and computer science.
Category: Business & Economics

Performance Driven It Management

Author : Ira Sachs
ISBN : 9781605907031
Genre : Computers
File Size : 70.90 MB
Format : PDF, Docs
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This book argues that the Federal Government needs a new approach to IT management. Introducing a novel five-step process called performance-driven management (PDM), author Ira Sachs explains in detail how to reduce risk on large IT programs and projects. This is an essential tool for all IT and business managers in government and contractors doing business with the government, and it has much useful and actionable information for anyone who is interested in helping their business save money and take on effective, successful practices.
Category: Computers

Customer Oriented Quality Management In The Automotive Industry

Author : Marit Breitfeld
ISBN : 9783832486020
Genre : Business & Economics
File Size : 78.15 MB
Format : PDF, Docs
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Inhaltsangabe:Abstract: In times of severe competition, it is of crucial importance to create a competitive advantage to differentiate from the competitors and to sustain the business of the company. This thesis intends to show that a customer-focused quality management is one way to create a sustainable competitive advantage. Quality controls along the whole value chain -before, during and after production- leads to failure free products, which save costs on the one hand and have thus a positive influence on the company s revenue. On the other hand failure free products that meet the customers expectations lead to satisfied customers who build up a brand loyalty and conduct retention sales, which have a positive influence on the company s sales, market share as well as the overall image. Furthermore, this thesis points out that it is important to listen to the voice of the customers and get an insight in the customer s needs and wants. To fulfil or even exceed their expectations leads to customer satisfaction, which is a key to success in today s business world. In addition, the customer demands in regard of quality are growing continuously and new technologies are appearing on the markets on a regular basis. Therefore the producers are forced to keep to the latest technology developments and to get hold on the changing customer needs. But even without this external pressure, quality improvement is justified from a cost point of view. The applicability of a customer-oriented quality management is shown in the practical part of this thesis, when the quality of the Saab models is analyzed from the customer s perspective. Due to the arguments, outlined in this thesis, it can be summarized that a quality management with a focus on the needs of the customers in should become a core strategy of any company producing and selling products in order to create customer satisfaction and sustain the business. This thesis deals with the field of quality management in the context of customer satisfaction. To show the practical applicability of quality management, this thesis is looking at how quality management is conducted in the automotive industry, as we compare the Initial Quality Study (IQS) from the market research institute J. D. Power with a survey that was internally conducted at the Saab Automobile AB. Today s business environment creates a growing need for quality management. Tougher competition leads to the demand for cost savings and higher [...]
Category: Business & Economics

Managing Projects For Success

Author : Albert Hamilton
ISBN : 0727729411
Genre : Engineering
File Size : 83.98 MB
Format : PDF, ePub, Mobi
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The influences of modern technology and competitive environments have a direct impact on the outcomes of projects, irrespective of project type. This text is a response to the growing need for better management which many people find necessary when leading or working within teams or groups undertaking a project. Increasingly, people in a working environment are engaged in organised practices and utilising resources, facing the challenge of having to meet, or better, predetermined cost budgets and strict timetables. The fact that most work is organised into programs or singular projects means that people require increasing guidance in project management.
Category: Engineering

Customer Knowledge Management People Processes And Technology

Author : Al-Shammari, Minwir
ISBN : 9781605662596
Genre : Computers
File Size : 80.48 MB
Format : PDF, Mobi
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"This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher.
Category: Computers