-PDF Download- Reimagine Customer Success EBOOK

Reimagine Customer Success

Author: Sasi Yajamanyam

Publisher:

Published: 2021-08-29

Total Pages: 196

ISBN-13: 9781637304365

Each major economic shift from the Industrial age to the Digital age has given rise to new sets of management practices. Yet, we have not changed how companies are organized and teams are managed to reflect the needs of the Digital age. Reimagine Customer Success explores how to design organizations that manage customer relationships, with a focus on organization-wide alignment around the customer and what success means to them. In this book, you'll learn about a new model for customer success, with some key insights focused on: Building a common understanding of customers. Transforming organizational models in an effort to deliver exceptional customer experience. Changing how customer-facing functions are managed - who is hired, how work is done, and which system investments are made. If you believe customers are the growth engine for your company, want to bring a customer-centric mindset to life, or are looking for a framework to bridge the organizational silos, Reimagine Customer Success is a long overdue addition to your professional library. Customer success is not just a function, it is the promise we make to customers.

Reimagine Customer Success

Author: Sasi Yajamanyam

Publisher:

Published: 2021-11-30

Total Pages:

ISBN-13: 9781637306314

DOWNLOAD EBOOK →

Customer Success

Author: Nick Mehta

Publisher: John Wiley & Sons

Published: 2016-02-16

Total Pages: 256

ISBN-13: 1119168309

DOWNLOAD EBOOK →

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.

Re-Imagine!

Author: Tom Peters

Publisher: DK Publishing (Dorling Kindersley)

Published: 2009

Total Pages: 464

ISBN-13: 9781405345095

DOWNLOAD EBOOK →

It's crunch time - learn to re-write the corporate rule book with management guru Tom Peters. Discover how to re-write the corporate rule book with this new edition from the world's most influential management guru, Tom Peters. See how he predicts the death of bureaucracy and why he thinks business is cool. Develop strategies to get ahead of the competition and become an enterprising, ideas-driven organisation, one that empowers individuals so you become a business known for innovation and excellence. A wake-up call for managers and executives everywhere who want to stay ahead of the game and get on the route to innovation for business excellence.

The Customer Success Professional's Handbook

Author: Ashvin Vaidyanathan

Publisher: John Wiley & Sons

Published: 2020-01-14

Total Pages: 288

ISBN-13: 1119624622

DOWNLOAD EBOOK →

The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.

Driving Digital Strategy

Author: Sunil Gupta

Publisher: Harvard Business Press

Published: 2018-07-24

Total Pages: 327

ISBN-13: 1633692698

DOWNLOAD EBOOK →

Digital transformation is no longer news--it's a necessity. Despite the widespread threat of disruption, many large companies in traditional industries have succeeded at digitizing their businesses in truly transformative ways. The New York Times, formerly a bastion of traditional media, has created a thriving digital product behind a carefully designed paywall. Best Buy has transformed its business in the face of Amazon's threat. John Deere has formed a data-analysis arm to complement its farm-equipment business. And Goldman Sachs and many others are using digital technologies to reimagine their businesses. In Driving Digital Strategy, Harvard Business School professor Sunil Gupta provides an actionable framework for following their lead. For over a decade, Gupta has studied digital transformation at Fortune 500 companies. He knows what works and what doesn't. Merely dabbling in digital or launching a small independent unit, which many companies do, will not bring success. Instead you need to fundamentally change the core of your business and ensure that your digital strategy touches all aspects of your organization: your business model, value chain, customer relationships, and company culture. Gupta covers each aspect in vivid detail while providing navigation tips and best practices along the way. Filled with rich and illuminating case studies of companies at the forefront of digital transformation, Driving Digital Strategy is the comprehensive guide you need to take full advantage of the limitless opportunities the digital age provides.

The Customer Success Economy

Author: Nick Mehta

Publisher: John Wiley & Sons

Published: 2020-04-09

Total Pages: 384

ISBN-13: 1119572754

DOWNLOAD EBOOK →

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.

Ratchetdemic

Author: Christopher Emdin

Publisher: Beacon Press

Published: 2021-08-10

Total Pages: 264

ISBN-13: 0807089516

DOWNLOAD EBOOK →

A revolutionary new educational model that encourages educators to provide spaces for students to display their academic brilliance without sacrificing their identities Building on the ideas introduced in his New York Times best-selling book, For White Folks Who Teach in the Hood, Christopher Emdin introduces an alternative educational model that will help students (and teachers) celebrate ratchet identity in the classroom. Ratchetdemic advocates for a new kind of student identity—one that bridges the seemingly disparate worlds of the ivory tower and the urban classroom. Because modern schooling often centers whiteness, Emdin argues, it dismisses ratchet identity (the embodying of “negative” characteristics associated with lowbrow culture, often thought to be possessed by people of a particular ethnic, racial, or socioeconomic status) as anti-intellectual and punishes young people for straying from these alleged “academic norms,” leaving young people in classrooms frustrated and uninspired. These deviations, Emdin explains, include so-called “disruptive behavior” and a celebration of hip-hop music and culture. Emdin argues that being “ratchetdemic,” or both ratchet and academic (like having rap battles about science, for example), can empower students to embrace themselves, their backgrounds, and their education as parts of a whole, not disparate identities. This means celebrating protest, disrupting the status quo, and reclaiming the genius of youth in the classroom.

Making the Customer Experience Magical Now!

Author: John Formica

Publisher:

Published: 2010-12

Total Pages: 114

ISBN-13: 9780982652664

DOWNLOAD EBOOK →

Today, customers want more than just to be served. They desire a memorable experience that is unique and different. "Making the Customer Experience Magical Now!" is filled with practical, applicable and rewarding action tips that are used by service industry leaders such as Disney, Starbucks, and others to engage the hearts of your people, attract more customers, build customer loyalty and differentiate your organization from your competition. Leaders, teams, businesses, and organizations will be inspired and empowered to achieve extraordinary "Magical" results today! "In the spirit of Wait Disney who said, 'You can teach anyone anything if you entertain them, ' John has successfully created the magical lessons while thoroughly entertaining the reader. He adds a personal touch from his real life experiences to help any organization make the customer experience magical." Ed Tubal, CEO, Licensed Franchisee Sonny's Bar B Q Restaurants

Reimagining Work

Author: Rob Biederman

Publisher: John Wiley & Sons

Published: 2017-09-19

Total Pages: 192

ISBN-13: 1119389658

DOWNLOAD EBOOK →

Thrive in the new economy by leading ahead of the next evolution Reimagining Work is the business leader's guide to surviving—and thriving—in the new on-demand economy. As the business and workplace environments evolve, traditional management strategies are becoming obsolete; the skilled workforce demands flexibility and more control over their work—things that the major corporations repeatedly fail to offer. Is it any wonder that the best and brightest talent is increasingly moving toward smaller companies with alternative management structures? Companies like Uber, Lyft, Handy, and Task Rabbit? These businesses have seen major success by attracting the right people—by giving them what they want. As the shift continues, businesses will need to change the way they recruit, develop, and train talent. This book shows you how to restructure and reconfigure your current strategy toward one that will help your business not just survive, but grow stronger in this new environment by offering what top talent demands. Niche spaces like transportation and general labor may have catalyzed the movement toward on-demand, but their influence is spreading and traditional businesses must adapt or die. This book shows you how to turn the shift into an asset for your company by leading through change for the better. Reconsider your current talent sourcing strategies Update your team development and training programs Build a flexible workforce that thrives in the "on-demand" economy Develop your business to succeed amidst the changing business paradigm Growth is more than just expansion; it's also maturation, adaptation, and evolution. Our economy is on the cusp of a seismic shift, and smart businesses will implement change early before the obsolete start falling behind. Reimagining Work gives you actionable guidance for staying ahead of the curve.