Practical Customer Success Management : a Best Practice Framework for Rapid Generation of Customer Success.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Adams, Rick
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Milton : Productivity Press, 2019.
Temas:
Customer relations.
Customer relations
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover; Half Title; Title Page; Copyright Page; Contents; Acknowledgments; Who Is This Book For?; Foreword; Author; Introduction; 1 An Overview of the Customer Success Manager's Role; 1.1 What Is Meant by "Customer Success"?; 1.1.1 Defining Customer Success; 1.1.2 Customer Success Management Is about Realizing Value; 1.1.3 Customer Success Management Should Focus Primarily on Product (or Service) Value; 1.2 Understanding Outcomes and KPIs; 1.2.1 Defining "Outcomes"; 1.2.2 Identifying and Documenting Outcomes; 1.2.3 Defining "KPIs."
  • 1.2.4 Selecting and Understanding Outcomes and KPIs Is Important (But Not Always Easy)1.3 Treating Your Customer as Your Business Partner; 1.3.1 Customer Success Management Is a Business Partnering Approach; 1.4 Why Is Customer Success Management becoming More Important?; 1.4.1 Customer Success Management-A New Role, but not a New Concept; 1.4.2 Recent Rapid Growth in Customer Success Management; 1.4.3 Increased Customer Agility Is Driving the Need for Customer Success Management; 1.5 How Does Customer Success Management Help to Realize Business Value?
  • 1.5.1 How Does Customer Success Management Work?1.5.2 What Does Customer Success Management Do?; 1.6 Where Do CSMs Fit within the Wider Organizational Structure?; 1.6.1 Customer Success Management in Different Companies; 1.6.2 Customer Success Management as One Aspect of Customer Experience; 1.6.3 Customer Success Management Is Still Growing; 1.6.4 Customer Success Management Is Still Maturing; 1.7 The 14 Tenets of Customer Success Management; 2 Readiness for Customer Success Management; 2.1 What Is Your Organization's Customer Success Strategy?; 2.1.1 Understanding Your Own Company's Context
  • 2.1.2 Creating a Customer Success Strategy2.1.3 Knowing Your Own Company's Success Strategy; 2.1.4 Using Your Success Strategy; 2.2 What Is Your Role in Helping to Fulfill Your Organization's Customer Success Strategy?; 2.2.1 Defining the Role of the CSM; 2.2.2 Understanding Your Own Specific Job Role; 2.2.3 Teamwork Is an Essential Element; 2.3 What Assets and Resources Are Available to Help You?; 2.3.1 The Problem of a Still-Maturing Profession; 2.3.2 Using Assets and Resources; 2.3.3 Customer Success Management Software Systems; 2.3.4 The Problem with Too Much Data Entry
  • 2.3.5 Other Resources for CSMs2.3.6 Using Pre-Created Templates; 2.3.7 Using Tools for Analyzing Information; 2.4 How Will You Plan and Manage Your Time?; 2.4.1 Managing Time Is a Critical Skill; 2.4.2 General Rules for Time Management; 2.5 Internal Evangelization of Customer Success Management; 2.5.1 Explaining Customer Success Management to Your Colleagues; 3 Customer Success Management Tasks, Tools and Techniques; 3.1 The RAPAE Task Model-A Way to Categorize CSM Activities; 3.1.1 Getting to the Important Stuff Quickly; 3.1.2 Categorizing Activity by Type

Ejemplares similares