Customer success
Subtitle: how innovative companies are reducing churn and growing recurring revenue
By: Nick Mehta, Dan Steinman, and Lincoln Murphy
Contributors: Murphy, Lincoln, author; Steinman, Dan, 1958- author
Publisher: Wiley
Published: 2016
Language: eng
Number of pages: 238
ISBN-13: 9781119167969
Subjects: Customer services; Customer relations; Success in business
Description: "Customer Success will become the authoritative book of the emerging Customer Success industry and target any business that is trying to focus, or re-focus, on customers and will be applicable to all customer management roles such as Account Manager, Customer Advocacy, Client Relationship Manager, and Customer Success Manager along with the leadership of those organizations. Customer Success will address the pains of how to start creating a customer-centric company and how to think strategically about Customer Success - how to organize, compensate, find a leader, measure, etc. Customer Success has exploded as one of the hottest B2B movements since the advent of the subscription business model"--
Notes: Includes index.
Table of contents: title: Machine generated contents note: Part I Customer Success; title: The History, Organization, and Imperative. Chapter 1: The Recurring Revenue Tsunami: Why Customer Success is Suddenly Crucial.  Chapter 2: The Customer Success Strategy: The New Organization versus the Traditional Business Model. Chapter 3: Customer Success for Traditional Non-Recurring Revenue Businesses.  Part II The Ten Laws of Customer Success; title: Chapter 4: The Practice of Customer Success.  Chapter 5: Law 1; title: Sell to the Right Customer. Chapter 6: Law 2; title: The Natural Tendency for Customers and Vendors is to Drift Apart.  Chapter 7: Law 3; title: Customers Expect You To Make Them Wildly Successful. Chapter 8: Law 4; title: Relentlessly Monitor and Manage Customer Health.  Chapter 9: Law #5; title: You Can No Longer Build Loyalty Through Personal Relationships.  Chapter 10: Law 6; title: Product Is Your Only Scalable Differentiator.  Chapter 11: Law 7; title: Obsessively Improve Time-to-Value. Chapter 12: Law #8; title: Deeply Understand Your Customer Metrics.  Chapter 13: Law 9; title: Drive Customer Success through Hard Metrics.  Chapter 14: Law 10; title: It's a Top-Down Company-wide Commitment; title: Part Three Chief Custome Officer,Technology, and Future; title: Chapter 15: The Rise of the Chief Customer Officer.  Chapter 16: Customer Success Technology. Chapter 17: Where Do We Go From Here? .