Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring RevenueYour 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 for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you:
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Contents
List of Illustrations | |
Organization versus the Traditional Business Model | |
Nonrecurring Revenue Businesses | |
The Practice of Customer Success | |
Law 2 The Natural Tendency | |
Wildly Successful | |
Law 6 Product Is Your Only Scalable | |
Law 7 Obsessively Improve Timeto | |
Customer Metrics | |
Hard Metrics | |
Commitment | |
The Rise of the Chief Customer Officer | |
Organization? | |
Customer Success Technology | |
Law 4 Relentlessly Monitor and Manage | |
List of Tables | |
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Common terms and phrases
alignment attitudinal loyalty automated become building business model business value challenge Chief Customer Officer churn and retention clients communication company's contract create critical CRM system customer base customer engagement customer experience customer relationship management customer success management customer success organization customer success team customer support customer's defined deliver DIRECTV Dropbox e-mail ensure enterprise example executive expected CMRR Facebook feedback focus growth happens health score high-touch customers high-touch model implementation installed base interactions investment low-touch managing customer health Marc Benioff marketing measure MYOB Netflix onboarding overall percent post-sales priority programs purchase recurring revenue business relevant renewal responsibility right customer SaaS companies sales rep sales team Salesforce Salesforce.com scalable segment selling solution Starbucks subscription-based successful customers Tech tech-touch there's things time-to-value touch understand upsell vendor Viaweb webinars