Mastering Customer Success

Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy

Key Features

• Master the art of driving measurable customer value, a cornerstone of business success
• Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business
• Ratchet up your understanding of building and operating dynamic and resilient CS organizations
• Purchase of the print or Kindle book includes a free PDF eBook

Book Description

What you will learn

• Drive higher customer retention and expansion rates with a customer-centric strategy
• Understand the essential role of measurement in achieving service delivery excellence
• Recognize the importance of the human dimension in vendor-customer relationships in the age of AI
• Refine engagement models by incorporating observations of customer behavior
• Discover techniques for creating ideal customer profiles
• Leverage technology to boost business relevance of CSMs
• Identify how to drive successful customer outcomes through collaboration

Who this book is for

This book is for aspiring and established Customer Success professionals who want to learn how to develop and refine service delivery in customer engagements. Professionals embarking on a journey to excellence will be able to master the evolving business landscape of Customer Success and foster relationships with other internal organizations and external partners.
A foundational understanding of business basics, typical B2B structures, and Customer Success concepts is necessary to get started. Intermediate to advanced customer engagement skills from customer-facing roles will prove useful.