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Item specifics
- Condition
- Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See all condition definitionsopens in a new window or tab
- ISBN
- 9781119572763
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1119572762
ISBN-13
9781119572763
eBay Product ID (ePID)
18038751589
Product Key Features
Book Title
Customer Success Economy : Why Every Aspect of Your Business Model Needs a Paradigm Shift
Number of Pages
384 Pages
Language
English
Publication Year
2020
Topic
Leadership, General, Commerce, Strategic Planning
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
1.5 in
Item Weight
20 oz
Item Length
9.1 in
Item Width
6.6 in
Additional Product Features
Intended Audience
Trade
LCCN
2023-279256
TitleLeading
The
Dewey Edition
23
Dewey Decimal
658.8/12
Table Of Content
Foreword ix Maria Martinez, Executive vice president & chief customer experience officer at Cisco Part I Why Customer Success Became Standard 1 Chapter 1 Customer Success: What It is and Why It Affects Everything 3 Chapter 2 Customer Success: It's Not Just for Silicon Valley 21 Chapter 3 The Customer Success Job Market is Taking Off 35 Chapter 4 Reason #1: Customer Success Stops Churn--The Silent Business Killer 45 Chapter 5 Reason #2: Customer Success is a Growth Engine--If You Move from Defense to Offense 53 Chapter 6 Reason #3: Your Customers Want It 65 Chapter 7 Reason #4: Even the Money People Are in Love with Customer Success 79 Part II Baking Customer Success Into Every Aspect of Your Business Model 89 Chapter 8 It Can't Be Delegated 91 Chapter 9 Product: Design from the Start for Customer Success 103 Chapter 10 Marketing: Your Job Doesn't End with the Lead 121 Chapter 11 Sales: Customer Success is Your Differentiator 129 Chapter 12 Services: Go from Hours to Outcomes 141 Chapter 13 Support: Go from Reactive to Proactive 151 Chapter 14 Finance: The New Scoreboard 161 Chapter 15 IT: The New Mission for the CIO 171 Chapter 16 HR: Happy Employees Take Better Care of Customers 179 Chapter 17 Avoiding Customer Success Silos 191 Part III Implementation Issues 195 Chapter 18 The First Step: Launching CS in an Established Business 197 Chapter 19 Leadership: What Kind of Leader Do I Need for Customer Success? 215 Chapter 20 Organizational Structure: Should Customer Success Be Part of Sales or Its Own Org? 227 Chapter 21 Roles and Responsibilities: Who Owns Renewals and Revenue? 239 Chapter 22 Budget: How Much Should I Spend on Customer Success? 251 Chapter 23 Monetization: Should I Charge for Customer Success to Boost Profitability? 263 Chapter 24 Metrics: How Do I Measure Customer Success? 273 Chapter 25 Scaling: How Do I Grow Customer Success without Throwing People at It? 295 Chapter 26 Technology: What System Do I Use? 301 Chapter 27 Professional Development: How Can I Develop My Leaders and My Team? 317 Chapter 28 Inclusion: How Can I Create a Diverse Team? 333 Chapter 29 Next Steps to Take 339 Notes 345 Acknowledgments 347 About the Authors 351 Index 353
Synopsis
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of "churning" less Get that competitive advantage in the most relevant and important arena today--making and cultivating happy customers., If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. This book will give examples and specifics of how companies can transform through Customer Obsession. This book will address the pains of transforming organizational charts, leadership roles and responsibilities and strategies, so the whole company works together in total service to the customer. It will give leaders an understanding of how their digital implementations will make them more Amazon-like, deliver recurring revenue, less churn and customer retention.
LC Classification Number
HF5415.5.M44 2020
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