The Customer Success Professional's Handbook : How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth for Your Company.

Cover -- Title Page -- Copyright -- Contents -- Contributors -- Foreword -- Part I What Is Customer Success and Why Is It a Great Career? -- Chapter 1 Customer Success Management: The Birth of a New Profession -- The Age of the Customer -- The Critical Missing Function -- The Birth of the Customer Success Manager -- Endnotes -- Chapter 2 Defining the Customer Success Manager Role -- Goals: Increase Retention, Reduce Churn, Drive Growth -- The Consumption Gap -- The Customer Success Equation -- What Customer Success Management is Not -- A Career or a Springboard to a Real Profession? -- Endnotes -- Part II The Core Skills of a Great CSM -- Chapter 3 A Day in the Life of a Customer Success Manager -- Putting Customer Success into Practice -- Being a Customer Success Manager-A Personal Testimonial -- The Three Core CSM Competencies -- Chapter 4 The CSM Skills Required in an Ever-Evolving Business World -- How to Develop Your Industry and Category Knowledge -- Network with Mentors and Industry Experts -- Product Expertise Is Your Ticket to Greatness -- Endnote -- Chapter 5 Learn How to Empathize and Build Relationships with Customers -- 1. Be Introspective and Self-Aware -- 2. Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor -- 3. Consistently Follow-Up to Create and Grow Trust -- 4. How to Respond When You Don't Know the Answer -- 5. Stay Focused and Positive When Situations Are Difficult -- Learn From Them -- 6. Read People In-Depth and With a #HumanFirst Lens of Compassion -- 7. Genuinely Connect with Customers: it is Personal and it is Your Business -- Endnotes -- Part III Operationalizing Customer Success -- Chapter 6 Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant -- The Need for a 360o View of the Customer -- Do Your Homework: Prepare for Every Customer Engagement.

The Art of Discovery: Asking the Right Questions to Get to the Heart of the Customer's Problem -- Endnotes -- Chapter 7 Defining the Journey to Customer Outcomes -- Customer Lifecycle, Journey Map, Customer Journey -- Segment Your Customers -- Endnotes -- Chapter 8 Operationalize Your Customer Journey with Moments of Truth -- Identifying Your Moments of Truth -- Sales-to-Onboarding Handoff -- Welcome the Customer and Onboarding Kickoff -- Launch or Go-Live -- New Customer Executive or Champion -- Business Reviews: For the Executive and More -- Renewals -- Endnotes -- Chapter 9 Using Customer Health Scores to Manage Your Customers -- Health Scores: How to Know If Your Customers Are Doing Well -- Designing Your Outcomes Health Score -- Designing Your Experience Health Score -- Setting the Right Thresholds -- Other Frameworks to Design Your Health Score -- Putting Health Scores to Work for You -- The Future and Human-Element of Customer Health Scorecards -- Endnotes -- Chapter 10 Voice of the Customer and Your Tech-Touch Strategy -- How to Get Meaningful Customer Feedback -- The Hidden Value of Customer Feedback -- Tech Touch: The Secrets of Low-Touch Customer Success -- Onboarding Tech-Touch Workflow -- Renewals Management Tech-Touch Workflow -- Risk Management Tech-Touch Workflow -- Advocacy Management Tech-Touch Workflow -- Endnote -- Chapter 11 Help Customers Achieve Their Business Goals -- Adoption Management: How to Proactively Manage Product Use and Adoption -- Success Planning: Make Sure the Customer Gets the Long-Term Results They Expect -- Identify Business Objectives -- Strategy Session -- Document the Plan -- Track Value -- Product Experience-Improving Your Product is Your #1 Priority -- Endnote -- Chapter 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion, and Advocacy.

Stakeholder Alignment: How to Manage Executive Sponsors and Other Customer Stakeholders -- Risk Management: What to Do When a Customer is Trending Toward Cancelling: How to Proactively Escalate Risk and Save the Customer -- Reduce Churn with a Deep Understanding of Why Your Customers Have Left -- Expansion Management: Understanding White Space in Your Customer Base to Upsell and Cross-sell Your Products and Services -- Advocacy Management: How to Turn Your Best Customers into Evangelists -- Endnote -- Part IV Retaining and Developing the Best CSMs -- Chapter 13 Managing a Customer Success Team -- Segmentation and Aligning a Customer Success Manager to the Right Customer -- Determining the Best Customer Success Manager-to-Customer Ratio and CSM Profiles -- Compensating Your Customer Success Managers -- Dashboards to Manage the Customer Success Team -- Chapter 14 Creating Career Paths for Your Customer Success Managers -- Designing CSM as a Career -- Creating Career Paths within the CS Function -- Conducting a Comprehensive Talent Review Process -- Creating Career Paths Between Functions -- Conclusion -- Acknowledgments -- From Ashvin -- From Ruben -- About the Authors -- Index -- EULA.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.