Mastering Customer Success
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Mastering Customer Success

Discover tactics to decrease churn and expand revenue

About the Book

The rapidly evolving customer success landscape has left many Customer Success Managers (CSMs) struggling to keep pace with the complexities of this dynamic role. This Customer Success book bridges the gap by providing a comprehensive framework for mastering the essential skills required to excel.

You’ll find out why the Customer Success function is indispensable today and gain expert insights into account segmentation, financial tiering, ideal customer profiles, and the complexity of customer engagement process design. You’ll then delve into playbook development, where you’ll find practical guidance for CSMs and Customer Success Operations Managers who want to improve their ability to drive desired business outcomes. Through insightful case studies, the authors illustrate their own experience of successful Customer Success implementation, showing you what it takes to exceed customer expectations with well-designed, proactive services. The journey doesn’t end there—it extends to highlighting the resilience required to build and operate successful Customer Success organizations.

By the end of this guide, you’ll be equipped with the tactics and mindset necessary to stand out as a world-class Customer Success leader in your organization, driving growth at every turn.

About the Author

Packt Publishing Ltd
Packt Publishing Ltd

Packt Publishing are an established global technical learning content provider, founded in Birmingham, UK with over twenty years’ experience in delivering premium rich content from ground-breaking authors on a wide range of emerging and popular technologies. Our titles have global relevance our multimedia portfolio includes over 9,000 books, e-books, audiobooks and video courses. www.packtpub.com

Table of Contents

  1. Optimizing Your Key Metrics for Growth
  2. Building a Strong Foundation – Key Knowledge for Success
  3. Strategies for Effective Book of Business Management
  4. Streamlining Onboarding and Boosting Engagement
  5. Building Referenceable Customers
  6. Leveraging Data for Customer Success
  7. Building Your Customer Success Inner Circle
  8. Strategies for Retention and Expansion in Your Business
  9. Mastering Crisis Management for Business Resilience
  10. The Exciting Future of Customer Success

About the Publisher

This book is published on Leanpub by Packt Publishing Ltd

Packt Publishing are an established global technical learning content provider, founded in Birmingham, UK with over twenty years’ experience in delivering premium rich content from ground-breaking authors on a wide range of emerging and popular technologies. Our titles have global relevance our multimedia portfolio includes over 9,000 books, e-books, audiobooks and video courses. www.packtpub.com

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