Mastering Customer Success : Discover Tactics to Decrease Churn and Expand Revenue

Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue

Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy Key Features Master the art of driving measurable customer value, a cornerstone of business...

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Detalles Bibliográficos
Otros Autores: Mar, Jeff, author (author), Armaly, Peter, author, Stouse, Mark, author
Formato: Libro electrónico
Idioma:Inglés
Publicado: Birmingham, England : Packt Publishing [2024]
Edición:First edition
Materias:
Customer services > Management.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009825840606719
Tabla de Contenidos:
  • Cover
  • Copyright
  • Foreword
  • Contributors
  • About the reviewers
  • Table of Contents
  • Preface
  • Part 1: Foundational Concepts for Business Success
  • Chapter 1: Optimizing Your Key Metrics for Growth
  • Understanding the S.M.A.R.T. approach to metrics goals
  • Aligning CS with business goals
  • Individual versus team goals in CS metrics
  • Customer engagement metrics
  • Quantitative metrics - where evidence emerges
  • Qualitative metrics - how evidence takes on a human dimension
  • Customer lifetime value
  • Summary
  • Chapter 2: Building a Strong Foundation - Key Knowledge for Success
  • Strategies for effective customer prioritization
  • Looking into the details of segmentation and tiering
  • Understanding CLTV
  • Soft skills of exceptional CSMs
  • Empathy
  • Communication
  • Building relationships
  • Analytical skills
  • Learning to manage time
  • Feedback
  • Looking at a few interrelated skills
  • Public speaking
  • CSM-specific and CS operations-specific skills
  • Summary
  • Chapter 3: Strategies for Effective Book of Business Management
  • Proactive versus reactive
  • How to be more proactive
  • Strategies for effective customer prioritization
  • Preliminary considerations
  • Segmentation
  • Strategic importance
  • Scaling for success
  • Building your sales partnerships
  • Relationship
  • Account planning and management
  • Growth and development
  • Summary
  • Part 2: Optimizing Customer-Centric Strategies
  • Chapter 4: Streamlining Onboarding and Boosting Engagement
  • Onboarding
  • Driving engagement
  • Key considerations for driving engagement
  • Summary
  • Chapter 5: Building Referenceable Customers
  • Why referenceable customers are key to success
  • Strategies for building referenceable customers
  • Identifying potential advocates
  • Cultivating advocates
  • Showcasing your advocates
  • Summary.
  • Chapter 6: Leveraging Data for Customer Success
  • Data for CS through an internal lens
  • Understanding user/customer behaviors and patterns of product use
  • A short dive into consumption analytics
  • Assessing risk and developing predictive customer retention strategies
  • Risk variables
  • Refining personalization for more precise expansion approaches
  • Data for CS through an external lens
  • Improving the quality of product guidance for customers to drive deeper trust
  • Strengthening long-term customer relationships and nurturing the growth of customer advocacy
  • Measuring customer progress toward the successful attainment of desired outcomes
  • Summary
  • Chapter 7: Building Your Customer Success Inner Circle
  • Determining the right relationships to build internally
  • Product development and engineering
  • Sales
  • Support and technical assistance
  • Marketing
  • Training and education
  • Finance and legal
  • Executive leadership
  • How to build internal relationships
  • Initiating internal relationships
  • Nurturing internal relationships
  • Summary
  • Part 3: Navigating the Customer Success Landscape
  • Chapter 8: Strategies for Retention and Expansion in Your Business
  • The math of retention and expansion
  • Land and expand is more involved than people think
  • Exhibiting excellence as individual CSMs in retention and expansion
  • How to identify upsell and cross-sell opportunities
  • Summary
  • Chapter 9: Mastering Crisis Management for Business Resilience
  • Identifying crises
  • Preparing for crises
  • Effective communication during a crisis
  • Post-crisis management
  • Summary
  • Chapter 10: The Exciting Future of Customer Success
  • Shifting toward more personalized and proactive customer engagements
  • Expanding career opportunities
  • The evolving skill requirements of CSMs
  • Summary
  • Index
  • Other Books You May Enjoy.

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