From the Back Cover
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
From the front Cover
Customer Success: The wave of the future of the customer service profession The customer service model has been the default for businesses for centuries, but in the age of subscription, cloud-based solutions, and Software as a Service (SaaS), that model no longer proves effective. And it is not just technology--every sector is undergoing a fundamental shift in consumer expectations. Customers and businesses are demanding a higher standard. In short, they are demanding customer success. The Customer Success Manager (CSM) role is one of the fastest growing jobs as a result. This is a global trend that is unlikely to slow because instead of being content with purchasing a product and walking away, customers are purchasing and expecting results. The CSM ensures that customers have the tools, information, and training they need to achieve their desired outcomes. They capture customers' objectives, map out a pathway to achieving them, and measure success against those goals using sophisticated tools and data-based feedback. The Customer Success Professional's Handbook serves as an invaluable resource for anyone working or interested in this emerging function. Whether you're a novice or a seasoned CSM, Account Manager, or in an adjacent role, it offers practical advice you can use right away to deliver meaningful results to your customers--and ultimately revenue growth to your company. Build and manage a strong Customer Success team Develop your skills to boost effectiveness and employability Apply proven strategies to successfully operationalize customer success Use practical tips to increase revenue and identify methods for improving results for customers Hire the ideal CSM for your organization Leading forecasters are demonstrating that companies will be hiring CSMs in unprecedented numbers over the coming years. Apply the lessons in The Customer Success Professional's Handbook to develop the competitive edge you need to stand out in the crowd.