The Customer Success Professional's Handbook
How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company
Ashvin Vaidyanathan, Ruben Rabago
- English
- ePUB (disponibile sull'app)
- Disponibile su iOS e Android
The Customer Success Professional's Handbook
How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company
Ashvin Vaidyanathan, Ruben Rabago
Informazioni sul libro
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.
Domande frequenti
Informazioni
PART I
What Is Customer Success and Why Is It a Great Career?
1
Customer Success Management: The Birth of a New Profession
- The role of the Customer Success Manager (CSM) has seen a 736% increase since 20151 and is one of the most promising professions according to LinkedIn.2
- Companies that consider Customer Success (CS) as a strategic priority saw higher improvement in metrics, with roughly twice the number of companies reporting a double-digit improvement in renewal rates according to Deloitte.3
- Customer Success Manager has the highest Career Advancement score possible, according to proprietary LinkedIn data.4
- 60% of Customer Success professionals have received a base-salary increase in the last 12 months while in their current roles.5
The most successful companies will be the ones who place importance on creating a company culture focused on delivering scalable value to customers across all operations and processes. CEOs and their commercial leaders must be “obsessed with customer success” and appropriately plan and allocate resources to this functional discipline in order to retain their current customer base and grow revenue in an often-uncertain macro-economic environment.By its nature, Customer Success forces executive teams to see products and services from your customers' perspective. In doing so, Customer Success helps infuse companies with innovations from the perspective of your customers. Ultimately, without this “customer-in” view, a company can and will waste resources on capabilities that do not produce customer value, and they risk making their company irrelevant in the marketplace of the future.