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The Customer Success Professional's Handbook
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...
Customer Success
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 ...
What a Unicorn Knows
What a Unicorn Knows is your company’s best guide to becoming a well-oiled, high-velocity machine for growth on its way to billion-dollar valuation. Why do some young companies become unicorns, while others don’t? What a Unicorn Knows is a playbook that offers a field-tested approach to delivering superior customer value and reaching unicorn status by removing the potential inhibitors to organizational scale and speed. Drawing on a mastery of lean-based methods for achieving maximum effect with minimum means, private equity operators Matthew E. May and Pablo Dominguez provide readers with a powerful framework of universally applicable principles that enable any company to effectively acc...
The Customer Success Economy
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.
The Tale of Technology
The Tale of Technology is an important source in the context of understanding the evolving landscape of information technology (IT). The book is easy to understand and is a valuable source of information for individuals and entities engaged in or exploring the technology industry. The significance of this book is rooted in 2 main trends: a careful examination of current IT trends and an exploration of emerging technologies pushing to reshape the IT sector in the next 10 years. It is a must-have on the shelves for Aspiring Individuals: The book is relevant for anyone with the ambition to embark on a business journey within the technology industry. Serves as a foundation guide for those consid...
Onboarding Matters
If you don't have a customer onboarding plan set up for your business, you're losing customers and burning future revenues. It's as simple as that. Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, Customer Success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. The reactive approach is a problem for your Customer Success teams, your revenues, and your customers. Customer onboarding matters. More than you may think. A successful customer onboarding program results in more satisfied customer and employees, hi...
The Secrets of Successful Team Management
The key to successful team management lies in the manager's ability to trust, recruit, delegate, nurture and inspire. This practical guide shows how to become the perfect balance of inspirational leader, efficient manager and understanding coach.
Confluence of AI, Machine, and Deep Learning in Cyber Forensics
Developing a knowledge model helps to formalize the difficult task of analyzing crime incidents in addition to preserving and presenting the digital evidence for legal processing. The use of data analytics techniques to collect evidence assists forensic investigators in following the standard set of forensic procedures, techniques, and methods used for evidence collection and extraction. Varieties of data sources and information can be uniquely identified, physically isolated from the crime scene, protected, stored, and transmitted for investigation using AI techniques. With such large volumes of forensic data being processed, different deep learning techniques may be employed. Confluence of...
The Seven Pillars of Customer Success
As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust? Wayne McCulloch has more than 25 years of experience in the software industry-years spent in training, adoption, and customer experience, the building blocks for customer success. Now he's sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you'll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective-this book provides both, and more.
