Your business success is now forever linked to the success of your customers Customer Success is the foundational guide to an exciting new model of customer management. Business relationships are changing fundamentally. In the BC (before the cloud) world, companies could focus solely on sales and marketing as customers were often ‘stuck’ after a purchase. Therefore, in most companies the entire ‘after sales’ experience was a cost centre. In the AB (after Benioff) world, with per-year, per-month or per-use pricing models, cloud deployments, and many competing options, customers now have the power. Thus, B2B sellers must provide success to their customers in order to achieve success for their own businesses.
Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewal, up-sell and advocacy. The customer success philosophy is invading the boardroom and influencing the way CEOs think about their businesses. Today, customer success is the most popular B2B movement since the advent of the subscription business model, and this book is a one-of-a-kind guide that shows you how to make it work in your own company.
From the initial planning stages to 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 Apply an Action Plan to Structure the Customer Success Organization, Categorize Your Customers, and Develop the Right Cross-Functional Playbook Do what customers want Products that help them achieve their own business results. By enabling your customers to feel the value in your products, you are protecting recurring revenue and creating customers for life. Customer Success shows you how to start your own customer-centric revolution, and keep it for the long term.
Asin : B01BWM41GS
Publisher: Wiley; First Edition (16 February 2016)
language English
File Size : 4195 KB
Text-to-speech: Enabled
Screen Reader: Supported
Enhanced Typesetting: Enabled
X-ray: not enabled
Word Wise: Enabled
Print Length : 232 pages
4.5
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