Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring RevenueJohn Wiley & Sons, 29.02.2016 - 256 Seiten 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:
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Inhalt
PART I | 5 |
Chapter 2 | 25 |
Revenue Businesses | 45 |
Chapter 4 | 53 |
The Practice of Customer Success | 65 |
Chapter 6 | 77 |
Relentlessly Monitor and Manage Customer Health | 103 |
You Can No Longer Build Loyalty through Personal Relationships | 113 |
Drive Customer Success through Hard Metrics | 159 |
Its a TopDown CompanyWide Commitment | 171 |
k Chief Customer Officer Technology k PART III | 175 |
Chapter 7 | 177 |
and Future | 181 |
The Rise of the Chief Customer Officer | 183 |
Customer Success Technology | 199 |
Where Do We Go from Here? | 215 |
Product Is Your Only Scalable Differentiator | 125 |
Obsessively Improve TimetoValue | 137 |
Deeply Understand Your Customer Metrics | 147 |
229 | |
Andere Ausgaben - Alle anzeigen
Customer Success: How Innovative Companies Are Reducing Churn and Growing ... Nick Mehta,Dan Steinman,Lincoln Murphy Eingeschränkte Leseprobe - 2016 |
Customer Success: How Innovative Companies Are Reducing Churn and Growing ... Nick Mehta,Dan Steinman,Lincoln Murphy Eingeschränkte Leseprobe - 2016 |
Häufige Begriffe und Wortgruppen
attitudinal loyalty automated B2B SaaS Build Loyalty business value challenge Chief Customer Officer churn and retention churn rate clients communication company's contract create CRM system customer base customer engagement customer experience customer satisfaction customer success management customer success organization customer success team customer support customer’s define deliver DIRECTV Drive Customer Success Dropbox e-mail executive expected CMRR Facebook feedback focus growth health score high-touch customers implementation interactions Laws of Customer low-touch Manage Customer Health Marc Benioff marketing measure metrics Monitor and Manage onboarding one-to-many overall pay-as-you-go percent pipeline post-sales priority programs recurring revenue business Relentlessly Monitor renewal right customer SaaS companies Salesforce Salesforce.com scalable segment selling solution Starbucks subscription subscription-based successful customers Tech tech-touch Ten Laws there’s things time-to-value touch Tsunami understand upsell vendor Viaweb webinars