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eBay item number:254634344966
Item specifics
- Condition
- Special Attributes
- Dust Jacket
- ISBN
- 9781119167969
- Book Title
- Customer Success : How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- Publisher
- Wiley & Sons, Incorporated, John
- Item Length
- 9.3 in
- Publication Year
- 2016
- Format
- Hardcover
- Language
- English
- Illustrator
- Yes
- Item Height
- 0.9 in
- Genre
- Business & Economics
- Topic
- Customer Relations, Personal Success, General, E-Commerce / General (See Also Computers / Electronic Commerce)
- Item Weight
- 18.3 Oz
- Item Width
- 6.3 in
- Number of Pages
- 256 Pages
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1119167965
ISBN-13
9781119167969
eBay Product ID (ePID)
212881185
Product Key Features
Book Title
Customer Success : How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Number of Pages
256 Pages
Language
English
Topic
Customer Relations, Personal Success, General, E-Commerce / General (See Also Computers / Electronic Commerce)
Publication Year
2016
Illustrator
Yes
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.9 in
Item Weight
18.3 Oz
Item Length
9.3 in
Item Width
6.3 in
Additional Product Features
Intended Audience
Trade
LCCN
2015-040939
Table Of Content
Gainsight Book Foreword xi PART I Customer Success: The History, Organization, and Imperative 1 Chapter 1 The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial 3 Chapter 2 The Customer Success Strategy: The New Organization versus the Traditional Business Model 25 Chapter 3 Customer Success for Traditional Nonrecurring Revenue Businesses 45 PART II The Ten Laws of Customer Success 63 Chapter 4 The Practice of Customer Success 65 Chapter 5 Law 1: Sell to the Right Customer 69 Chapter 6 Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart 79 Chapter 7 Law 3: Customers Expect You to Make ThemWildly Successful 91 Chapter 8 Law 4: Relentlessly Monitor and Manage Customer Health 103 Chapter 9 Law 5: You Can No Longer Build Loyalty through Personal Relationships 113 Chapter 10 Law 6: Product Is Your Only Scalable Differentiator 125 Chapter 11 Law 7: Obsessively Improve Time-to-Value 137 Chapter 12 Law 8: Deeply Understand Your Customer Metrics 147 Chapter 13 Law 9: Drive Customer Success through Hard Metrics 159 Chapter 14 Law 10: It's a Top-Down, Company-Wide Commitment 171 PART III Chief Customer Officer, Technology, and Future 181 Chapter 15 The Rise of the Chief Customer Officer 183 Chapter 16 Customer Success Technology 199 Chapter 17 Where Do We Go from Here? 215 Index 229
Synopsis
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term., Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C., Praise for CUSTOMER SUCCESS "Having been at Salesforce to witness the birth of Customer Success, Im excited to see a book focused on this subject around which I have so much personal passion. One of the foundations of our success at Salesforce was Customer Success so its particularly great to see the history of the discipline, along with a glimpse at the future, documented in this book. I recommend it to every CEO or leader out there who is truly seeking to build a customer success-centric company." --Jim Steele, President and Chief Customer Officer, Insidesales and former President and Chief Customer Officer, Salesforce "As one of the early investors in the technology of Customer Success, Im particularly pleased to see the rapidly accelerating growth of the entire industry. The subscription tsunami as outlined in the book has profoundly disrupted the software world, and forced a focus on customers that did not exist previously. This book will help those who need to understand how this brave new world works, and also people looking for some practical guidance on how to execute successfully in the subscription economy. The team at Gainsight helped pioneer the Customer Success movement and definitely has the chops to put together this hitchhikers guide for those traveling the same road." --Roger Lee, General Partner, Battery Ventures "The world is moving to a Subscription Economy, and this book directly addresses that shift. Smart companies arent trying to pitch products to strangers anymore. Theyre figuring out how to grow, monetize and build an ongoing, mutually beneficial relationship with a dedicated base of subscribers. Customer success is fundamental to this process, and this book documents three core aspects -- philosophy, discipline, and organization -- in a sharp, practical way." --Tien Tzuo, CEO and Founder, Zuora, "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.
LC Classification Number
HF5415.5.M4344 2016
Item description from the seller
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- b***. (48)- Feedback left by buyer.Past 6 monthsVerified purchaseThanks 2 This Seller 4 Delivering An Item Exactly As It Was Pictured, & Described 2 B N. I Was Concerned At 1st, When Finding The Package N My Mail Box, As I Heard It Rattle, So, Not 2 Agrivate It Any Further, I Was Very Careful Upon Opening It, As I Found That The DVD Was Loose, & Not On The Hub Within The DVD Case. From My Past Xperiences, This Is Usually A Bad Sign, As The DVD's R Usually Scratched, But Luckily, This 1 Still Arrived N Xcellent Cond. I Highly Recommend This 'Saved' Seller! 👍Robocop (DVD, 1998, Criterion Collection - OUT OF PRINT) w/ Manual *LIKE NEW* (#257003342058)
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Seller feedback (10,278)
- b***. (48)- Feedback left by buyer.Past 6 monthsVerified purchaseThanks 2 This Seller 4 Delivering An Item Exactly As It Was Pictured, & Described 2 B N. I Was Concerned At 1st, When Finding The Package N My Mail Box, As I Heard It Rattle, So, Not 2 Agrivate It Any Further, I Was Very Careful Upon Opening It, As I Found That The DVD Was Loose, & Not On The Hub Within The DVD Case. From My Past Xperiences, This Is Usually A Bad Sign, As The DVD's R Usually Scratched, But Luckily, This 1 Still Arrived N Xcellent Cond. I Highly Recommend This 'Saved' Seller! 👍Robocop (DVD, 1998, Criterion Collection - OUT OF PRINT) w/ Manual *LIKE NEW* (#257003342058)
- a***t (794)- Feedback left by buyer.Past yearVerified purchaseShipping: Shipped the day of the sale; arrived in 5 days in my city, but then the post office sent my package to Colorado. It took another 10 days to get delivered. Packaging: as expected As described: described as NEW. The books do look NEW until you at the page edges which are tanned to almost yellow. Books were probably never read, but they probably sat in sunlight for a long time. Value: Despite yellow-tan page edges, these books were a great value.Lot Of 4 Inspector Maigret Novels (Trade PB) by Georges Simenon - BRAND NEW! (#256759728931)
- s***3 (554)- Feedback left by buyer.Past 6 monthsVerified purchaseItem arrived in good condition and matched the description accurately. Shipping was timely and packaging was appropriate. No issues with the transaction — everything went smoothly. Would purchase from this seller again.Sailor Who Fell from Grace with the Sea by Yukio Mishima (1994, Paperback) *LN* (#256968098396)