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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]
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 008 | 191217s2020 njua ob 001 0 eng | ||
| 010 | |a 2019046556 | ||
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| 020 | |a 9781119624622 |q electronic book | ||
| 020 | |a 1119624622 |q electronic book | ||
| 020 | |a 9781119624639 |q electronic publication | ||
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| 020 | |z 9781119624615 |q hardback | ||
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| 035 | |a (OCoLC)1133661466 | ||
| 042 | |a pcc | ||
| 050 | 0 | 4 | |a HF5386 |b .V1445 2020 |
| 082 | 0 | 0 | |a 658.8/12 |2 23 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Vaidyanathan, Ashvin, |d 1980- |e author. | |
| 245 | 1 | 4 | |a The customer success professional's handbook : |b how to thrive in one of the world's fastest growing careers--while driving growth for your company / |c Ashvin Vaidyanathan, Ruben Rabago. |
| 264 | 1 | |a Hoboken, New Jersey : |b Wiley, |c [2020] | |
| 300 | |a 1 online resource (xviii, 268 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a "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 employable and grow in their careers. The other side of the coin is also true - managers don't have clear guidance for how to hire a stellar CSM and how to mentor them throughout their career. This book aims to address those gaps. "CUSTOMER SUCCESS MANAGER" is #1 fastest growing job in Australia, #4 fastest growing job in the US, and 6th fastest growing job in India, according to LinkedIn research: There are currently 71,000 open *new* CSM jobs, with 45% outside the US. Gainsight's first book, CUSTOMER SUCCESS, has sold 40,000+ copies in the first 2 years: That book targeted senior leaders and decision makers. This book targets the much larger audience of front-line Customer Success Managers Dedicated email to opt-in database of 100K+ contacts Social promotion to social media audience of 40K+ followers on Gainsight branded accounts Gainsight expects to use 5k-10k copies in the first year with customers/prospects Gainsight will use the same promotion plan it used for CUSTOMER SUCCESS, but bigger, including: Dozens of speaking engagements globally by Gainsight staff (see attached schedule), amore effective and larger marketing team, estimate several thousand copies to Gainsight Venture Capital partner firms, promotion to universities"-- |c Provided by publisher. | ||
| 588 | |a Description based on online resource; title from digital title page (viewed on February 25, 2020). | ||
| 505 | 0 | |a 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. | |
| 505 | 0 | |a 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. | |
| 505 | 0 | |a 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, | |
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Success in business. | |
| 650 | 0 | |a Career development. | |
| 650 | 0 | |a Organizational change. | |
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 2 | |a Career Mobility | |
| 650 | 2 | |a Organizational Innovation | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Succès dans les affaires. | |
| 650 | 6 | |a Plan de carrière. | |
| 650 | 6 | |a Changement organisationnel. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Career development |2 fast | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Organizational change |2 fast | |
| 650 | 7 | |a Success in business |2 fast | |
| 700 | 1 | |a Rabago, Ruben, |d 1968- |e author. | |
| 776 | 0 | 8 | |i Print version: |a Vaidyanathan, Ashvin, 1980- |t The customer success professional's handbook |d Hoboken, New Jersey : Wiley, [2020] |z 9781119624615 |w (DLC) 2019046555 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781119624615/?ar |z Texto completo (Requiere registro previo con correo institucional) |
| 938 | |a Askews and Holts Library Services |b ASKH |n AH36407503 | ||
| 938 | |a Recorded Books, LLC |b RECE |n rbeEB00803488 | ||
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL6020720 | ||
| 938 | |a EBSCOhost |b EBSC |n 2354903 | ||
| 994 | |a 92 |b IZTAP | ||