Customer success: how innovative companies are reducing churn and growing recurring revenue
Your business success is now forever linked to the success of your customersCustomer Successis the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and ma...
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Hoboken
Wiley
2016
|
| Schlagworte: | |
| Online-Zugang: | Cover image Inhaltsverzeichnis |
| Zusammenfassung: | Your business success is now forever linked to the success of your customersCustomer Successis the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movementBuild a Customer Success strategy proven by the most competitive companies in the worldImplement an action plan for structuring the Customer Success organization, teiring your customers, and developing the right cross-functional playbooksCustomers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Successshows you how to kick start your customer-centric revolution, and make it stick for the long term. |
| Beschreibung: | Includes index |
| Beschreibung: | XIII, 238 Seiten Diagramme |
| ISBN: | 9781119167969 |
Internformat
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Datensatz im Suchindex
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| adam_text | CUSTOMER SUCCESS
/ MEHTA, NICKYYD1977-YYEAUTHOR
: 2016
TABLE OF CONTENTS / INHALTSVERZEICHNIS
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?
DIESES SCHRIFTSTCK WURDE MASCHINELL ERZEUGT.
|
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| spelling | Mehta, Nick aut Customer success how innovative companies are reducing churn and growing recurring revenue Nick Mehta, Dan Steinman and Lincoln Murphy Hoboken Wiley 2016 XIII, 238 Seiten Diagramme txt rdacontent n rdamedia nc rdacarrier Includes index Your business success is now forever linked to the success of your customersCustomer Successis the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movementBuild a Customer Success strategy proven by the most competitive companies in the worldImplement an action plan for structuring the Customer Success organization, teiring your customers, and developing the right cross-functional playbooksCustomers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Successshows you how to kick start your customer-centric revolution, and make it stick for the long term. BUSINESS & ECONOMICS / Customer Relations bisacsh Wirtschaft Customer relations Customer services Success in business BUSINESS & ECONOMICS / Customer Relations Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Erfolgsfaktor (DE-588)4197034-2 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Beziehungsmarketing (DE-588)4789127-0 s Erfolgsfaktor (DE-588)4197034-2 s DE-604 Steinman, Dan aut Murphy, Lincoln Verfasser aut http://catalogimages.wiley.com/images/db/jimages/9781119167969.jpg Cover image LoC Fremddatenuebernahme application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028946245&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Mehta, Nick Steinman, Dan Murphy, Lincoln Customer success how innovative companies are reducing churn and growing recurring revenue BUSINESS & ECONOMICS / Customer Relations bisacsh Wirtschaft Customer relations Customer services Success in business BUSINESS & ECONOMICS / Customer Relations Beziehungsmarketing (DE-588)4789127-0 gnd Kundenmanagement (DE-588)4236865-0 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| subject_GND | (DE-588)4789127-0 (DE-588)4236865-0 (DE-588)4197034-2 |
| title | Customer success how innovative companies are reducing churn and growing recurring revenue |
| title_auth | Customer success how innovative companies are reducing churn and growing recurring revenue |
| title_exact_search | Customer success how innovative companies are reducing churn and growing recurring revenue |
| title_full | Customer success how innovative companies are reducing churn and growing recurring revenue Nick Mehta, Dan Steinman and Lincoln Murphy |
| title_fullStr | Customer success how innovative companies are reducing churn and growing recurring revenue Nick Mehta, Dan Steinman and Lincoln Murphy |
| title_full_unstemmed | Customer success how innovative companies are reducing churn and growing recurring revenue Nick Mehta, Dan Steinman and Lincoln Murphy |
| title_short | Customer success |
| title_sort | customer success how innovative companies are reducing churn and growing recurring revenue |
| title_sub | how innovative companies are reducing churn and growing recurring revenue |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Wirtschaft Customer relations Customer services Success in business BUSINESS & ECONOMICS / Customer Relations Beziehungsmarketing (DE-588)4789127-0 gnd Kundenmanagement (DE-588)4236865-0 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Wirtschaft Customer relations Customer services Success in business Beziehungsmarketing Kundenmanagement Erfolgsfaktor |
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