- Cover
- Contributors
- Foreword
- PART I: What Is Customer Success and Why Is It a Great Career?
- PART II: The Core Skills of a Great CSM
- 3 A Day in the Life of a Customer Success Manager
- 4 The CSM Skills Required in an Ever-Evolving Business World
- 5 Learn How to Empathize and Build Relationships with Customers
- 1. Be Introspective and Self-Aware
- 2. Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor
- 3. Consistently Follow-Up to Create and Grow Trust
- 4. How to Respond When You Don't Know the Answer
- 5. Stay Focused and Positive When Situations Are Difficult; Learn From Them
- 6. Read People In-Depth and With a #HumanFirst Lens of Compassion
- 7. Genuinely Connect with Customers: it is Personal and it is Your Business
- Endnotes
- PART III: Operationalizing Customer Success
- 6 Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant
- 7 Defining the Journey to Customer Outcomes
- 8 Operationalize Your Customer Journey with Moments of Truth
- 9 Using Customer Health Scores to Manage Your Customers
- Health Scores: How to Know If Your Customers Are Doing Well
- Designing Your Outcomes Health Score
- Designing Your Experience Health Score
- Setting the Right Thresholds
- Other Frameworks to Design Your Health Score
- Putting Health Scores to Work for You
- The Future and Human-Element of Customer Health Scorecards
- Endnotes
- 10 Voice of the Customer and Your Tech-Touch Strategy
- 11 Help Customers Achieve Their Business Goals
- 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion, and Advocacy
- Stakeholder Alignment: How to Manage Executive Sponsors and Other Customer Stakeholders
- Risk Management: What to Do When a Customer is Trending Toward Cancelling: How to Proactively Escalate Risk and Save the Customer
- Reduce Churn with a Deep Understanding of Why Your Customers Have Left
- Expansion Management: Understanding White Space in Your Customer Base to Upsell and Cross-sell Your Products and Services
- Advocacy Management: How to Turn Your Best Customers into Evangelists
- Endnote
- PART IV: Retaining and Developing the Best CSMs
- Conclusion
- Acknowledgments
- About the Authors
- Index
- End User License Agreement
-
No Comment
..................Content has been hidden....................
You can't read the all page of ebook, please click here login for view all page.