Customer success : how innovative companies are reducing churn and growing recurring revenue

Nick Mehta, Dan Steinman, and Lincoln Murphy

"Customer Success will become the authoritative book of the emerging Customer Success industry and target any business that is trying to focus, or re-focus, on customers and will be applicable to all customer management roles such as Account Manager, Customer Advocacy, Client Relationship Manager, and Customer Success Manager along with the leadership of those organizations. Customer Success will address the pains of how to start creating a customer-centric company and how to think strategically about Customer Success - how to organize, compensate, find a leader, measure, etc. Customer Success has exploded as one of the hottest B2B movements since the advent of the subscription business model"--

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Year of publication:	[2016]
Authors:	Mehta, Nick ; Steinman, Dan ; Murphy, Lincoln
Publisher:	Hoboken, New Jersey : Wiley
Subject:	Beziehungsmarketing \| Relationship marketing \| Kundenservice \| Customer service \| Erfolgsfaktor \| Success factor \| Kundenmanagement
Description of contents:	Table of Contents [gbv.de] ; Description [catalogimages.wiley.com]

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Extent:	xiii, 238 Seiten Illustrationen 24 cm
Type of publication:	Book / Working Paper
Language:	English
Notes:	Includes index Machine generated contents note: Part I Customer Success - The History, Organization, and Imperative Chapter 1: The Recurring Revenue Tsunami: Why Customer Success is Suddenly Crucial Chapter 2: The Customer Success Strategy: The New Organization vs. The Traditional Business Model Chapter 3: Customer Success for Traditional Non-Recurring Revenue Businesses Part II The Ten Laws of Customer Success Chapter Four: The Practice of Customer Success Chapter 5: Law #1 - Sell to the Right Customer Chapter 6: Law #2 - The Natural Tendency for Customers and Vendors is to Drift Apart Chapter 7: Law #3 - Customers Expect You To Make Them Wildly Successful Chapter 8: Law #4 - Relentlessly Monitor and Manage Customer Health Chapter 9: Law #5 - You Can No Longer Build Loyalty Through Personal Relationships Chapter 10: Law #6 - Product Is Your Only Scalable Differentiator Chapter 11: Law #7 - Obsessively Improve Time-to-Value Chapter 12: Law #8 - Deeply Understand Your Customer Metrics Chapter 13: Law #9 - Drive Customer Success through Hard Metrics Chapter 14: Law #10 - It's a Top-Down Companywide Commitment Part Three CCO, Technology, and Future Chapter 15: The Rise of the Chief Customer Officer Chapter 16: Customer Success Technology Chapter 17: Where Do We Go From Here? .
ISBN:	978-1-119-16796-9 ; 978-1-119-16829-4 ; 978-1-119-16830-0
Classification:	Marketing
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10011545572