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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 ...
Rehumanize Your Business
Accelerate sales and improve customer experience Every day, most working professionals entrust their most important messages to a form of communication that doesn't build trust, provide differentiation, or communicate clearly enough. It's easy to point to the sheer volume of emails, text messages, voicemails, and even social messaging as the problem that reduces our reply rates and diminishes our effectiveness. But the faceless nature of that communication is also to blame. Rehumanize Your Business explains how to dramatically improve relationships and results with your customers, prospects, employees, and recruits by adding personal videos to emails, text messages, and social messages. It e...
The Customer Catalyst
How organisations can drive growth in the Customer Economy The Digital Revolution has changed the business landscape in remarkable ways and will continue to do so. Organisations across industries and around the world are being disrupted and digitised at increasing pace – putting far more power in the hands of both customers and end-consumers. The traditional inside-out, functionally-siloed business model, typical of the product and sales-led growth era is over. The Customer Catalyst shows how organisations can put customers truly at the heart of their business and catalyse genuine, sustainable growth. Future business models are no longer about functions – they are beginning to revolve ar...
Beginning PHP5
What is this book about? Beginning PHP5 is a complete tutorial in PHP5'slanguage features and functionality, beginning with the basics andbuilding up to the design and construction of complex data-drivenWeb sites. Fully functioning applications are developed through thecourse of the book. Other features of the book include installationguide and troubleshooting tips, introduction to relationaldatabases, practical working examples and applications, and adetailed language reference. Here are the new topics in this edition: OOP PEAR GTK MSI CLI SQLite Error handling with try/catch
Managing Customer Experience and Relationships
Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digit...
The Customer Success Pioneer
*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!* Are you a Customer Success Executive or making your way up the Customer Success ladder? Do you want to transform churn into maximum recurring revenue and growth? Are you looking for a clear route to an established framework? Are you determined to be proactive, rather than constantly firefighting, with your customers? Is your company invested in or implementing a customer-focused philosophy? If you answered yes to any of these questions, this book is for you! Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals. The Customer Succ...
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...
Digital Customer Success
Automate your Customer Success efforts to reduce churn and increase profits In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it — without ever needing to reach out to a live Customer Success Manager. The authors provide a detailed “How-To” guide to Digital Customer Success that explains how you can meet the needs of your cu...
The Builder's Guide to the Tech Galaxy
Learn to scale your startup with a roadmap to the all-important part of the business lifecycle between launch and IPO In The Builder’s Guide to the Tech Galaxy: 99 Practices to Scale Startups into Unicorn Companies, a team of accomplished investors, entrepreneurs, and marketers deliver a practical collection of concrete strategies for scaling a small startup into a lean and formidable tech competitor. By focusing on the four key building blocks of a successful company – alignment, team, functional excellence, and capital—this book distills the wisdom found in countless books, podcasts, and the authors’ own extensive experience into a compact and accessible blueprint for success and g...
JavaScript Application Cookbook
"JavaScript Cookbook" literally hands the Webmaster a set of ready-to-go, client-side JavaScript applications with thorough documentation to help them understand and extend those applications. By providing such a set of applications, this guide allows Webmasters to immediately add extra functionality to their Web sites.
