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Praise for THE CUSTOMER SUCCESS PROFESSIONAL'S HANDBOOK
"In the Age of the Internet that ushered in this century, product was still king, and the product manager was the role around which everything else revolved. Today we are in the Age of the Customer, where the customer is king, and the role around which everything else must revolve is the customer success manager. This is a new role, and that makes The Customer Success Professional's Handbook a timely and welcome contribution across the globe. It is comprehensive, accurate, and incredibly well informed, making it a 'must-read' for anyone performing, managing, or entering the profession."
-Geoffrey A. Moore, Author, Crossing the Chasm and Zone to Win
"Ashvin and Ruben have created an all-in-one guidebook for creating customers for life. This is required reading for anyone in the customer success profession."
-Nick Mehta, CEO, Gainsight, Co-Author, Customer Success
"Ashvin and Ruben do an incredible job of taking you step-by-step to define and build a successful CS Organization. It is a must-read for any founder, CEO, executive, and customer success professional."
-Christina Kosmowski, VP, Global Head of Customer Success, Slack
"The Customer Success Professional's Handook teaches you how to scale Customer Success, drive up NPS and revenue retention, and get out ahead of the competition. Customer Success should be a science and not just an art. The Handbook helps you realize that."
-Jason M. Lemkin, SaaStr CEO and Founder
"This one-of-a-kind guide from leading experts. . . provides practitioners with actionable insights and advice to help them drive growth for their companies and succeed in their careers."
-Yamini Rangan, Chief Customer Officer, Dropbox
". . . the most comprehensive book that's ever been written on the critical steps for successfully implementing CS at scale. . . the Handbook not only communicates what needs to be done but how and why. . . a book that should be in the minds and on the desk of every CS professional."
-J.B. Wood, President and CEO, TSIA
"Business Success = Customer Success. When companies realize this truth, they'll want this handbook!"
-Therese Tucker, CEO and Founder, BlackLine
"This is a straight-up cookbook for one of the most important recipes in business growth today-the customer success organization."
-Jay Simons, President, Atlassian
Praise for THE CUSTOMER SUCCESS PROFESSIONAL'S HANDBOOK
"In the Age of the Internet that ushered in this century, product was still king, and the product manager was the role around which everything else revolved. Today we are in the Age of the Customer, where the customer is king, and the role around which everything else must revolve is the customer success manager. This is a new role, and that makes The Customer Success Professional's Handbook a timely and welcome contribution across the globe. It is comprehensive, accurate, and incredibly well informed, making it a 'must-read' for anyone performing, managing, or entering the profession."
-Geoffrey A. Moore, Author, Crossing the Chasm and Zone to Win
"Ashvin and Ruben have created an all-in-one guidebook for creating customers for life. This is required reading for anyone in the customer success profession."
-Nick Mehta, CEO, Gainsight, Co-Author, Customer Success
"Ashvin and Ruben do an incredible job of taking you step-by-step to define and build a successful CS Organization. It is a must-read for any founder, CEO, executive, and customer success professional."
-Christina Kosmowski, VP, Global Head of Customer Success, Slack
"The Customer Success Professional's Handook teaches you how to scale Customer Success, drive up NPS and revenue retention, and get out ahead of the competition. Customer Success should be a science and not just an art. The Handbook helps you realize that."
-Jason M. Lemkin, SaaStr CEO and Founder
"This one-of-a-kind guide from leading experts. . . provides practitioners with actionable insights and advice to help them drive growth for their companies and succeed in their careers."
-Yamini Rangan, Chief Customer Officer, Dropbox
". . . the most comprehensive book that's ever been written on the critical steps for successfully implementing CS at scale. . . the Handbook not only communicates what needs to be done but how and why. . . a book that should be in the minds and on the desk of every CS professional."
-J.B. Wood, President and CEO, TSIA
"Business Success = Customer Success. When companies realize this truth, they'll want this handbook!"
-Therese Tucker, CEO and Founder, BlackLine
"This is a straight-up cookbook for one of the most important recipes in business growth today-the customer success organization."
-Jay Simons, President, Atlassian
ASHVIN VAIDYANATHAN is the Chief Customer Officer at Gainsight?the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience.
RUBEN RABAGO is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe.
CONTRIBUTORS
Alan Armstrong, CEO, Eigenworks
Carine Roman, Global Head of Customer Success at LinkedIn Talent Solutions
Chad Horenfeldt, VP of Client Success, Updater
Chrisy Woll, VP of Customer Success, CampusLogic
David Kocher, VP of Customer Success, GE Digital
Easton Taylor, Director of Customer Success, Gainsight
Eduarda Camacho, Executive VP, Customer Operations at PTC
Elaine Cleary, Principal CSM, Director of Education Services, Gainsight
Erin Siemens, SVP Client Success, ADP
John Sabino, Chief Customer Officer, Splunk
Jon Herstein, Chief Customer Officer, Box
Mary Poppen, Chief Customer Officer, Glint
Nadav Shem-Tov, Director of Teammate Success-CS, Gainsight
Patrick Eichen, VP Client Success, Cornerstone OnDemand
Stephanie Berner, Global Head of Customer Success at LinkedIn Sales Solutions
Travis Kaufman, VP of Product Growth, Gainsight
Contributors xvi
Foreword xvii
Part I What is Customer Success and Why is it a Great Career? 1
Chapter 1 Customer Success Management: The Birth of a New Profession 3
The Age of the Customer 9
The Critical Missing Function 12
The Birth of the Customer Success Manager 15
Endnotes 18
Chapter 2 Defining the Customer Success Manager Role 21
Goals: Increase Retention, Reduce Churn, Drive Growth 21
The Consumption Gap 23
The Customer Success Equation 24
What Customer Success Management is Not 27
A Career or a Springboard to a Real Profession? 29
Endnotes 33
Part II The Core Skills of a Great CSM 35
Chapter 3 A Day in the Life of a Customer Success Manager 37
Putting Customer Success into Practice 37
Being a Customer Success Manager - A Personal Testimonial 44
The Three Core CSM Competencies 46
Chapter 4 The CSM Skills Required in an Ever-Evolving Business World 51
How to Develop Your Industry and Category Knowledge 52
Network with Mentors and Industry Experts 54
Product Expertise is Your Ticket to Greatness 57
Endnote 60
Chapter 5 Learn How to Empathize and Build Relationships with Customers 61
1. Be Introspective and Self-Aware 63
2. Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor 66
3. Consistently Follow-Up to Create and Grow Trust 68
4. How to Respond When You Don't Know the Answer 69
5. Stay Focused and Positive When Situations are Difficult; Learn From Them 70
6. Read People In-Depth and With a #HumanFirst Lens of Compassion 71
7. Genuinely Connect with Customers: it is Personal and it is Your Business 73
Endnotes 76
Part III Operationalizing Customer Success 77
Chapter 6 Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant 79
The Need for a 360o View of the Customer 80
Do Your Homework: Prepare for Every Customer Engagement 83
The Art of Discovery: Asking the Right Questions to Get to the Heart of the Customer's Problem 87
Endnotes 94
Chapter 7 Defining the Journey to Customer Outcomes 95
Customer Lifecycle, Journey Map, Customer Journey 96
Segment Your Customers 104
Endnotes 110
Chapter 8 Operationalize Your Customer Journey with Moments of Truth 111
Identifying Your Moments of Truth 112
Sales-to-Onboarding Handoff 114
Welcome the Customer and Onboarding Kickoff 115
Launch or Go-Live 116
New Customer Executive or Champion 116
Business Reviews: For the Executive and More 117
Renewals 122
Endnotes 124
Chapter 9 Using Customer Health Scores to Manage Your Customers 127
Health Scores: How to Know If Your Customers are Doing Well 127
Designing Your Outcomes Health Score 129
Designing Your Experience Health Score 133
Setting the Right Thresholds 135
Other Frameworks to Design Your Health Score 136
Putting Health Scores to Work for You 139
The Future and Human-Element of Customer Health Scorecards 142
Endnotes 146
Chapter 10 Voice of the Customer and Your Tech-Touch Strategy 147
How to Get Meaningful Customer Feedback 147
The Hidden Value of Customer Feedback 151
Tech Touch: The Secrets of Low-Touch Customer Success 154
Onboarding Tech-Touch Workflow 155
Renewals Management Tech-Touch Workflow 158
Risk Management Tech-Touch Workflow 158
Advocacy Management Tech-Touch Workflow 161
Endnote 163
Chapter 11 Help Customers Achieve Their Business Goals 165
Adoption Management: How to Proactively Manage Product Use and Adoption 166
Success Planning: Make Sure the Customer Gets the Long-Term Results They Expect 172
Identify Business Objectives 173
Strategy Session 173
Document the Plan 175
Track Value 175
Product Experience - Improving Your Product is Your #1 Priority 176
Endnote 180
Chapter 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion, and Advocacy 181
Stakeholder Alignment: How to Manage Executive Sponsors and Other Customer Stakeholders 182
Risk Management: What to Do When a Customer is Trending Toward Cancelling: How to Proactively Escalate Risk and Save the Customer 185
Reduce Churn with a Deep Understanding of Why Your Customers Have Left 190
Expansion Management: Understanding White Space in Your Customer Base to Upsell and Cross-sell Your Products and Services 199
Advocacy Management: How to Turn Your Best Customers into Evangelists 202
Endnote 205
Part IV Retaining and Developing the Best CSMs 207
Chapter 13 Managing a Customer Success Team 209
Segmentation and Aligning a Customer Success Manager to the Right Customer 209
Determining the Best Customer Success Manager-to-Customer Ratio and CSM Profiles 214
Compensating Your Customer Success Managers 219
Dashboards to Manage the Customer Success Team 222
Chapter 14 Creating Career Paths for Your Customer Success Managers 229
Designing CSM as a Career 229
Creating Career Paths within the CS Function 230
Conducting a Comprehensive Talent Review Process 238
Creating Career Paths Between Functions 240
Conclusion 243
Acknowledgments 245
About the Authors 251
Index 253
| Erscheinungsjahr: | 2020 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Inhalt: | 288 S. |
| ISBN-13: | 9781119624615 |
| ISBN-10: | 1119624614 |
| Sprache: | Englisch |
| Einband: | Gebunden |
| Autor: |
Vaidyanathan, Ashvin
Rabago, Ruben |
| Hersteller: | Wiley |
| Verantwortliche Person für die EU: | Wiley-VCH GmbH, Boschstr. 12, D-69469 Weinheim, product-safety@wiley.com |
| Maße: | 234 x 161 x 30 mm |
| Von/Mit: | Ashvin Vaidyanathan (u. a.) |
| Erscheinungsdatum: | 15.01.2020 |
| Gewicht: | 0,485 kg |
ASHVIN VAIDYANATHAN is the Chief Customer Officer at Gainsight?the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience.
RUBEN RABAGO is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe.
CONTRIBUTORS
Alan Armstrong, CEO, Eigenworks
Carine Roman, Global Head of Customer Success at LinkedIn Talent Solutions
Chad Horenfeldt, VP of Client Success, Updater
Chrisy Woll, VP of Customer Success, CampusLogic
David Kocher, VP of Customer Success, GE Digital
Easton Taylor, Director of Customer Success, Gainsight
Eduarda Camacho, Executive VP, Customer Operations at PTC
Elaine Cleary, Principal CSM, Director of Education Services, Gainsight
Erin Siemens, SVP Client Success, ADP
John Sabino, Chief Customer Officer, Splunk
Jon Herstein, Chief Customer Officer, Box
Mary Poppen, Chief Customer Officer, Glint
Nadav Shem-Tov, Director of Teammate Success-CS, Gainsight
Patrick Eichen, VP Client Success, Cornerstone OnDemand
Stephanie Berner, Global Head of Customer Success at LinkedIn Sales Solutions
Travis Kaufman, VP of Product Growth, Gainsight
Contributors xvi
Foreword xvii
Part I What is Customer Success and Why is it a Great Career? 1
Chapter 1 Customer Success Management: The Birth of a New Profession 3
The Age of the Customer 9
The Critical Missing Function 12
The Birth of the Customer Success Manager 15
Endnotes 18
Chapter 2 Defining the Customer Success Manager Role 21
Goals: Increase Retention, Reduce Churn, Drive Growth 21
The Consumption Gap 23
The Customer Success Equation 24
What Customer Success Management is Not 27
A Career or a Springboard to a Real Profession? 29
Endnotes 33
Part II The Core Skills of a Great CSM 35
Chapter 3 A Day in the Life of a Customer Success Manager 37
Putting Customer Success into Practice 37
Being a Customer Success Manager - A Personal Testimonial 44
The Three Core CSM Competencies 46
Chapter 4 The CSM Skills Required in an Ever-Evolving Business World 51
How to Develop Your Industry and Category Knowledge 52
Network with Mentors and Industry Experts 54
Product Expertise is Your Ticket to Greatness 57
Endnote 60
Chapter 5 Learn How to Empathize and Build Relationships with Customers 61
1. Be Introspective and Self-Aware 63
2. Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor 66
3. Consistently Follow-Up to Create and Grow Trust 68
4. How to Respond When You Don't Know the Answer 69
5. Stay Focused and Positive When Situations are Difficult; Learn From Them 70
6. Read People In-Depth and With a #HumanFirst Lens of Compassion 71
7. Genuinely Connect with Customers: it is Personal and it is Your Business 73
Endnotes 76
Part III Operationalizing Customer Success 77
Chapter 6 Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant 79
The Need for a 360o View of the Customer 80
Do Your Homework: Prepare for Every Customer Engagement 83
The Art of Discovery: Asking the Right Questions to Get to the Heart of the Customer's Problem 87
Endnotes 94
Chapter 7 Defining the Journey to Customer Outcomes 95
Customer Lifecycle, Journey Map, Customer Journey 96
Segment Your Customers 104
Endnotes 110
Chapter 8 Operationalize Your Customer Journey with Moments of Truth 111
Identifying Your Moments of Truth 112
Sales-to-Onboarding Handoff 114
Welcome the Customer and Onboarding Kickoff 115
Launch or Go-Live 116
New Customer Executive or Champion 116
Business Reviews: For the Executive and More 117
Renewals 122
Endnotes 124
Chapter 9 Using Customer Health Scores to Manage Your Customers 127
Health Scores: How to Know If Your Customers are Doing Well 127
Designing Your Outcomes Health Score 129
Designing Your Experience Health Score 133
Setting the Right Thresholds 135
Other Frameworks to Design Your Health Score 136
Putting Health Scores to Work for You 139
The Future and Human-Element of Customer Health Scorecards 142
Endnotes 146
Chapter 10 Voice of the Customer and Your Tech-Touch Strategy 147
How to Get Meaningful Customer Feedback 147
The Hidden Value of Customer Feedback 151
Tech Touch: The Secrets of Low-Touch Customer Success 154
Onboarding Tech-Touch Workflow 155
Renewals Management Tech-Touch Workflow 158
Risk Management Tech-Touch Workflow 158
Advocacy Management Tech-Touch Workflow 161
Endnote 163
Chapter 11 Help Customers Achieve Their Business Goals 165
Adoption Management: How to Proactively Manage Product Use and Adoption 166
Success Planning: Make Sure the Customer Gets the Long-Term Results They Expect 172
Identify Business Objectives 173
Strategy Session 173
Document the Plan 175
Track Value 175
Product Experience - Improving Your Product is Your #1 Priority 176
Endnote 180
Chapter 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion, and Advocacy 181
Stakeholder Alignment: How to Manage Executive Sponsors and Other Customer Stakeholders 182
Risk Management: What to Do When a Customer is Trending Toward Cancelling: How to Proactively Escalate Risk and Save the Customer 185
Reduce Churn with a Deep Understanding of Why Your Customers Have Left 190
Expansion Management: Understanding White Space in Your Customer Base to Upsell and Cross-sell Your Products and Services 199
Advocacy Management: How to Turn Your Best Customers into Evangelists 202
Endnote 205
Part IV Retaining and Developing the Best CSMs 207
Chapter 13 Managing a Customer Success Team 209
Segmentation and Aligning a Customer Success Manager to the Right Customer 209
Determining the Best Customer Success Manager-to-Customer Ratio and CSM Profiles 214
Compensating Your Customer Success Managers 219
Dashboards to Manage the Customer Success Team 222
Chapter 14 Creating Career Paths for Your Customer Success Managers 229
Designing CSM as a Career 229
Creating Career Paths within the CS Function 230
Conducting a Comprehensive Talent Review Process 238
Creating Career Paths Between Functions 240
Conclusion 243
Acknowledgments 245
About the Authors 251
Index 253
| Erscheinungsjahr: | 2020 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Inhalt: | 288 S. |
| ISBN-13: | 9781119624615 |
| ISBN-10: | 1119624614 |
| Sprache: | Englisch |
| Einband: | Gebunden |
| Autor: |
Vaidyanathan, Ashvin
Rabago, Ruben |
| Hersteller: | Wiley |
| Verantwortliche Person für die EU: | Wiley-VCH GmbH, Boschstr. 12, D-69469 Weinheim, product-safety@wiley.com |
| Maße: | 234 x 161 x 30 mm |
| Von/Mit: | Ashvin Vaidyanathan (u. a.) |
| Erscheinungsdatum: | 15.01.2020 |
| Gewicht: | 0,485 kg |
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