{"product_id":"customer-success-how-innovative-companies-are-reducing-churn-and-growing-recurring-revenue-hardback-9781119167969","title":"Customer Success; How Innovative Companies Are Reducing Churn and Growing Recurring Revenue (Hardback) 9781119167969","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eCustomer Success\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eHow Innovative Companies Are Reducing Churn and Growing Recurring Revenue\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eNick Mehta (Author), Dan Steinman (Author), Lincoln Murphy (Author), Maria Martinez (Foreword by)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781119167969, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 19 April 2016\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e256 pages\u003cbr\u003e23.1 x 16 x 2.8 cm, 0.431 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003eYour 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.\u003cbr\u003e\u003cbr\u003eCustomer 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.\u003cbr\u003e\u003cbr\u003e From the initial planning stages through execution, you'll have expert guidance to help you:\u003cbr\u003e \u003cul\u003e \u003cli\u003eUnderstand the context that led to the start of the Customer Success movement\u003c\/li\u003e \u003cli\u003eBuild a Customer Success strategy proven by the most competitive companies in the world\u003c\/li\u003e \u003cli\u003eImplement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks\u003c\/li\u003e \u003c\/ul\u003e 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.\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eGainsight Book Foreword xi\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I\u003c\/b\u003e \u003cb\u003eCustomer Success: The History, Organization, and Imperative 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1 The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial 3\u003c\/p\u003e \u003cp\u003eChapter 2 The Customer Success Strategy: The New Organization versus the Traditional Business Model 25\u003c\/p\u003e \u003cp\u003eChapter 3 Customer Success for Traditional Nonrecurring Revenue Businesses 45\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II The Ten Laws of Customer Success 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 4 The Practice of Customer Success 65\u003c\/p\u003e \u003cp\u003eChapter 5 Law 1: Sell to the Right Customer 69\u003c\/p\u003e \u003cp\u003eChapter 6 Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart 79\u003c\/p\u003e \u003cp\u003eChapter 7 Law 3: Customers Expect You to Make Them Wildly Successful 91\u003c\/p\u003e \u003cp\u003eChapter 8 Law 4: Relentlessly Monitor and Manage Customer Health 103\u003c\/p\u003e \u003cp\u003eChapter 9 Law 5: You Can No Longer Build Loyalty through Personal Relationships 113\u003c\/p\u003e \u003cp\u003eChapter 10 Law 6: Product Is Your Only Scalable Differentiator 125\u003c\/p\u003e \u003cp\u003eChapter 11 Law 7: Obsessively Improve Time-to-Value 137\u003c\/p\u003e \u003cp\u003eChapter 12 Law 8: Deeply Understand Your Customer Metrics 147\u003c\/p\u003e \u003cp\u003eChapter 13 Law 9: Drive Customer Success through Hard Metrics 159\u003c\/p\u003e \u003cp\u003eChapter 14 Law 10: It’s a Top-Down, Company-Wide Commitment 171\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III\u003c\/b\u003e \u003cb\u003eChief Customer Officer, Technology, and Future 181\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 15 The Rise of the Chief Customer Officer 183\u003c\/p\u003e \u003cp\u003eChapter 16 Customer Success Technology 199\u003c\/p\u003e \u003cp\u003eChapter 17 Where Do We Go from Here? 215\u003c\/p\u003e \u003cp\u003eIndex 229\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52453384814872,"sku":"9781119167969","price":16.75,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781119167969.jpg?v=1785283657","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/customer-success-how-innovative-companies-are-reducing-churn-and-growing-recurring-revenue-hardback-9781119167969","provider":"Freshly Printed Books","version":"1.0","type":"link"}