Mastering Customer Success: Discover tactics to decrease churn and expand revenue

by Jeff Mar, Peter Armaly, Mark Stouse (Foreword by)

Overview

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.

Product Details

ISBN-13:	9781835466773
Publisher:	Packt Publishing
Publication date:	05/31/2024
Sold by:	Barnes & Noble
Format:	eBook
Pages:	170
File size:	2 MB

About the Author

Born and raised in Greater Seattle, Jeff is a Customer Success enthusiast who has spent his career building the skills to thrive in the world of CS. With over seven years as a Customer Success Manager, he shares a unique perspective through the lens of frontline CS professionals. Additionally, he has 10+ years of experience in sales and program management and aspires to lead teams through the future evolution of CS. His passion is in helping others find their strength in CS and in building a community of professionals that can learn from and support each other as they grow their careers. Through his career, Jeff has developed his own style of driving engagement, building lasting relationships, and collaborating cross-functionally to maximize value for his customers and organizations. He lives by the saying "provide more in value than you take in payment" as a guide to ensure success.
Peter is proud of his more than 35-year career spanning IT operations, applications development, software sales, and service delivery and support. His architecture and leadership roles with a variety of companies gave him the chance to work closely with countless customers. It should be no surprise then that he has deeply-informed opinions about a cross-section of customer engagement strategies, and of the needs and expectations of the universe of customers that companies try to serve. It's with that background, and in the work he does each day to stay in the foreground of knowledge attainment, which enables Peter to provide keen insights and commentary for the CS global community specifically, and for the broader business community more generally. Peter is a born and bred Canadian and lives happily in downtown Toronto with his wife, Mamie, and their dog, Blackjack.

Table of Contents

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