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

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 Strategy -- 2.1.3 Knowing Your Own Company's Success Strategy.