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The customer success professional's handbook : how to thrive in one of the world's fastest growing careers--while driving growth for your company /
"This book will serve as the definitive reference book, "The CSM Bible" for the CSM Profession. While there are several books addressing the Customer Success imperative, there is no authoritative manual for how an aspiring CSM can develop their skills and proficiency to be more employ...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Wiley,
[2020]
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| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
Tabla de Contenidos:
- Drive Growth 21 The Consumption Gap 23 The Customer Success Equation 24 What Customer Success Management is Not 27 A Career or a Springboard to a Real Profession? 29 Endnotes 33 Part II The Core Skills of a Great CSM 35 Chapter 3 A Day in the Life of a Customer Success Manager 37 Putting Customer Success into Practice 37 Being a Customer Success Manager - A Personal Testimonial 44 The Three Core CSM Competencies 46 Chapter 4 The CSM Skills Required in an Ever-Evolving Business World 51 How to Develop Your Industry and Category Knowledge 52 Network with Mentors and Industry Experts 54 Product Expertise is Your Ticket to Greatness 57 Endnote 60 Chapter 5 Learn How to Empathize and Build Relationships with Customers 61 1. Be Introspective and Self-Aware 63 2.
- Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor 66 3. Consistently Follow-Up to Create and Grow Trust 68 4. How to Respond When You Don't Know the Answer 69 5. Stay Focused and Positive When Situations are Difficult; Learn From Them 70 6. Read People In-Depth and With a #HumanFirst Lens of Compassion 71 7.
- And Your Tech-Touch Strategy 147 How to Get Meaningful Customer Feedback 147 The Hidden Value of Customer Feedback 151 Tech Touch: The Secrets of Low-Touch Customer Success 154 Onboarding Tech-Touch Workflow 155 Renewals Management Tech-Touch Workflow 158 Risk Management Tech-Touch Workflow 158 Advocacy Management Tech-Touch Workflow 161 Endnote 163 Chapter 11 Help Customers Achieve Their Business Goals 165 Adoption Management: How to Proactively Manage Product Use and Adoption 166 Success Planning: Make Sure the Customer Gets the Long-Term Results They Expect 172 Identify Business Objectives 173 Strategy Session 173 Document the Plan 175 Track Value 175 Product Experience - Improving Your Product is Your #1 Priority 176 Endnote 180 Chapter 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn Analysis, Expansion,