Mastering Customer Success: Discover Tactics to Decrease Churn and Expand Revenue
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Birmingham
Packt Publishing, Limited
2024
|
| Edition: | 1st ed |
| Online Access: | DE-2070s |
| Item Description: | Description based on publisher supplied metadata and other sources |
| Physical Description: | 1 Online-Ressource (171 Seiten) |
| ISBN: | 9781835466773 |
Staff View
MARC
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| 245 | 1 | 0 | |a Mastering Customer Success |b Discover Tactics to Decrease Churn and Expand Revenue |
| 250 | |a 1st ed | ||
| 264 | 1 | |a Birmingham |b Packt Publishing, Limited |c 2024 | |
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| 505 | 8 | |a Cover -- Copyright -- Foreword -- Contributors -- About the reviewers -- Table of Contents -- Preface -- Part 1: Foundational Concepts for Business Success -- Chapter 1: Optimizing Your Key Metrics for Growth -- Understanding the S.M.A.R.T. approach to metrics goals -- Aligning CS with business goals -- Individual versus team goals in CS metrics -- Customer engagement metrics -- Quantitative metrics - where evidence emerges -- Qualitative metrics - how evidence takes on a human dimension -- Customer lifetime value -- Summary -- Chapter 2: Building a Strong Foundation - Key Knowledge for Success -- Strategies for effective customer prioritization -- Looking into the details of segmentation and tiering -- Understanding CLTV -- Soft skills of exceptional CSMs -- Empathy -- Communication -- Building relationships -- Analytical skills -- Learning to manage time -- Feedback -- Looking at a few interrelated skills -- Public speaking -- CSM-specific and CS operations-specific skills -- Summary -- Chapter 3: Strategies for Effective Book of Business Management -- Proactive versus reactive -- How to be more proactive -- Strategies for effective customer prioritization -- Preliminary considerations -- Segmentation -- Strategic importance -- Scaling for success -- Building your sales partnerships -- Relationship -- Account planning and management -- Growth and development -- Summary -- Part 2: Optimizing Customer-Centric Strategies -- Chapter 4: Streamlining Onboarding and Boosting Engagement -- Onboarding -- Driving engagement -- Key considerations for driving engagement -- Summary -- Chapter 5: Building Referenceable Customers -- Why referenceable customers are key to success -- Strategies for building referenceable customers -- Identifying potential advocates -- Cultivating advocates -- Showcasing your advocates -- Summary | |
| 505 | 8 | |a Chapter 6: Leveraging Data for Customer Success -- Data for CS through an internal lens -- Understanding user/customer behaviors and patterns of product use -- A short dive into consumption analytics -- Assessing risk and developing predictive customer retention strategies -- Risk variables -- Refining personalization for more precise expansion approaches -- Data for CS through an external lens -- Improving the quality of product guidance for customers to drive deeper trust -- Strengthening long-term customer relationships and nurturing the growth of customer advocacy -- Measuring customer progress toward the successful attainment of desired outcomes -- Summary -- Chapter 7: Building Your Customer Success Inner Circle -- Determining the right relationships to build internally -- Product development and engineering -- Sales -- Support and technical assistance -- Marketing -- Training and education -- Finance and legal -- Executive leadership -- How to build internal relationships -- Initiating internal relationships -- Nurturing internal relationships -- Summary -- Part 3: Navigating the Customer Success Landscape -- Chapter 8: Strategies for Retention and Expansion in Your Business -- The math of retention and expansion -- Land and expand is more involved than people think -- Exhibiting excellence as individual CSMs in retention and expansion -- How to identify upsell and cross-sell opportunities -- Summary -- Chapter 9: Mastering Crisis Management for Business Resilience -- Identifying crises -- Preparing for crises -- Effective communication during a crisis -- Post-crisis management -- Summary -- Chapter 10: The Exciting Future of Customer Success -- Shifting toward more personalized and proactive customer engagements -- Expanding career opportunities -- The evolving skill requirements of CSMs -- Summary -- Index -- Other Books You May Enjoy | |
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| 700 | 1 | |a Stouse, Mark |e Sonstige |4 oth | |
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| contents | Cover -- Copyright -- Foreword -- Contributors -- About the reviewers -- Table of Contents -- Preface -- Part 1: Foundational Concepts for Business Success -- Chapter 1: Optimizing Your Key Metrics for Growth -- Understanding the S.M.A.R.T. approach to metrics goals -- Aligning CS with business goals -- Individual versus team goals in CS metrics -- Customer engagement metrics -- Quantitative metrics - where evidence emerges -- Qualitative metrics - how evidence takes on a human dimension -- Customer lifetime value -- Summary -- Chapter 2: Building a Strong Foundation - Key Knowledge for Success -- Strategies for effective customer prioritization -- Looking into the details of segmentation and tiering -- Understanding CLTV -- Soft skills of exceptional CSMs -- Empathy -- Communication -- Building relationships -- Analytical skills -- Learning to manage time -- Feedback -- Looking at a few interrelated skills -- Public speaking -- CSM-specific and CS operations-specific skills -- Summary -- Chapter 3: Strategies for Effective Book of Business Management -- Proactive versus reactive -- How to be more proactive -- Strategies for effective customer prioritization -- Preliminary considerations -- Segmentation -- Strategic importance -- Scaling for success -- Building your sales partnerships -- Relationship -- Account planning and management -- Growth and development -- Summary -- Part 2: Optimizing Customer-Centric Strategies -- Chapter 4: Streamlining Onboarding and Boosting Engagement -- Onboarding -- Driving engagement -- Key considerations for driving engagement -- Summary -- Chapter 5: Building Referenceable Customers -- Why referenceable customers are key to success -- Strategies for building referenceable customers -- Identifying potential advocates -- Cultivating advocates -- Showcasing your advocates -- Summary Chapter 6: Leveraging Data for Customer Success -- Data for CS through an internal lens -- Understanding user/customer behaviors and patterns of product use -- A short dive into consumption analytics -- Assessing risk and developing predictive customer retention strategies -- Risk variables -- Refining personalization for more precise expansion approaches -- Data for CS through an external lens -- Improving the quality of product guidance for customers to drive deeper trust -- Strengthening long-term customer relationships and nurturing the growth of customer advocacy -- Measuring customer progress toward the successful attainment of desired outcomes -- Summary -- Chapter 7: Building Your Customer Success Inner Circle -- Determining the right relationships to build internally -- Product development and engineering -- Sales -- Support and technical assistance -- Marketing -- Training and education -- Finance and legal -- Executive leadership -- How to build internal relationships -- Initiating internal relationships -- Nurturing internal relationships -- Summary -- Part 3: Navigating the Customer Success Landscape -- Chapter 8: Strategies for Retention and Expansion in Your Business -- The math of retention and expansion -- Land and expand is more involved than people think -- Exhibiting excellence as individual CSMs in retention and expansion -- How to identify upsell and cross-sell opportunities -- Summary -- Chapter 9: Mastering Crisis Management for Business Resilience -- Identifying crises -- Preparing for crises -- Effective communication during a crisis -- Post-crisis management -- Summary -- Chapter 10: The Exciting Future of Customer Success -- Shifting toward more personalized and proactive customer engagements -- Expanding career opportunities -- The evolving skill requirements of CSMs -- Summary -- Index -- Other Books You May Enjoy |
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| edition | 1st ed |
| format | Electronic eBook |
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| id | DE-604.BV049875733 |
| illustrated | Not Illustrated |
| indexdate | 2024-12-06T13:11:36Z |
| institution | BVB |
| isbn | 9781835466773 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-035215191 |
| oclc_num | 1466904186 |
| open_access_boolean | |
| owner | DE-2070s |
| owner_facet | DE-2070s |
| physical | 1 Online-Ressource (171 Seiten) |
| psigel | ZDB-30-PQE ZDB-30-PQE HWR_PDA_PQE |
| publishDate | 2024 |
| publishDateSearch | 2024 |
| publishDateSort | 2024 |
| publisher | Packt Publishing, Limited |
| record_format | marc |
| spelling | Mar, Jeff Verfasser aut Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue 1st ed Birmingham Packt Publishing, Limited 2024 ©2024 1 Online-Ressource (171 Seiten) txt rdacontent c rdamedia cr rdacarrier Description based on publisher supplied metadata and other sources Cover -- Copyright -- Foreword -- Contributors -- About the reviewers -- Table of Contents -- Preface -- Part 1: Foundational Concepts for Business Success -- Chapter 1: Optimizing Your Key Metrics for Growth -- Understanding the S.M.A.R.T. approach to metrics goals -- Aligning CS with business goals -- Individual versus team goals in CS metrics -- Customer engagement metrics -- Quantitative metrics - where evidence emerges -- Qualitative metrics - how evidence takes on a human dimension -- Customer lifetime value -- Summary -- Chapter 2: Building a Strong Foundation - Key Knowledge for Success -- Strategies for effective customer prioritization -- Looking into the details of segmentation and tiering -- Understanding CLTV -- Soft skills of exceptional CSMs -- Empathy -- Communication -- Building relationships -- Analytical skills -- Learning to manage time -- Feedback -- Looking at a few interrelated skills -- Public speaking -- CSM-specific and CS operations-specific skills -- Summary -- Chapter 3: Strategies for Effective Book of Business Management -- Proactive versus reactive -- How to be more proactive -- Strategies for effective customer prioritization -- Preliminary considerations -- Segmentation -- Strategic importance -- Scaling for success -- Building your sales partnerships -- Relationship -- Account planning and management -- Growth and development -- Summary -- Part 2: Optimizing Customer-Centric Strategies -- Chapter 4: Streamlining Onboarding and Boosting Engagement -- Onboarding -- Driving engagement -- Key considerations for driving engagement -- Summary -- Chapter 5: Building Referenceable Customers -- Why referenceable customers are key to success -- Strategies for building referenceable customers -- Identifying potential advocates -- Cultivating advocates -- Showcasing your advocates -- Summary Chapter 6: Leveraging Data for Customer Success -- Data for CS through an internal lens -- Understanding user/customer behaviors and patterns of product use -- A short dive into consumption analytics -- Assessing risk and developing predictive customer retention strategies -- Risk variables -- Refining personalization for more precise expansion approaches -- Data for CS through an external lens -- Improving the quality of product guidance for customers to drive deeper trust -- Strengthening long-term customer relationships and nurturing the growth of customer advocacy -- Measuring customer progress toward the successful attainment of desired outcomes -- Summary -- Chapter 7: Building Your Customer Success Inner Circle -- Determining the right relationships to build internally -- Product development and engineering -- Sales -- Support and technical assistance -- Marketing -- Training and education -- Finance and legal -- Executive leadership -- How to build internal relationships -- Initiating internal relationships -- Nurturing internal relationships -- Summary -- Part 3: Navigating the Customer Success Landscape -- Chapter 8: Strategies for Retention and Expansion in Your Business -- The math of retention and expansion -- Land and expand is more involved than people think -- Exhibiting excellence as individual CSMs in retention and expansion -- How to identify upsell and cross-sell opportunities -- Summary -- Chapter 9: Mastering Crisis Management for Business Resilience -- Identifying crises -- Preparing for crises -- Effective communication during a crisis -- Post-crisis management -- Summary -- Chapter 10: The Exciting Future of Customer Success -- Shifting toward more personalized and proactive customer engagements -- Expanding career opportunities -- The evolving skill requirements of CSMs -- Summary -- Index -- Other Books You May Enjoy Armaly, Peter Sonstige oth Stouse, Mark Sonstige oth Erscheint auch als Druck-Ausgabe Mar, Jeff Mastering Customer Success Birmingham : Packt Publishing, Limited,c2024 |
| spellingShingle | Mar, Jeff Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue Cover -- Copyright -- Foreword -- Contributors -- About the reviewers -- Table of Contents -- Preface -- Part 1: Foundational Concepts for Business Success -- Chapter 1: Optimizing Your Key Metrics for Growth -- Understanding the S.M.A.R.T. approach to metrics goals -- Aligning CS with business goals -- Individual versus team goals in CS metrics -- Customer engagement metrics -- Quantitative metrics - where evidence emerges -- Qualitative metrics - how evidence takes on a human dimension -- Customer lifetime value -- Summary -- Chapter 2: Building a Strong Foundation - Key Knowledge for Success -- Strategies for effective customer prioritization -- Looking into the details of segmentation and tiering -- Understanding CLTV -- Soft skills of exceptional CSMs -- Empathy -- Communication -- Building relationships -- Analytical skills -- Learning to manage time -- Feedback -- Looking at a few interrelated skills -- Public speaking -- CSM-specific and CS operations-specific skills -- Summary -- Chapter 3: Strategies for Effective Book of Business Management -- Proactive versus reactive -- How to be more proactive -- Strategies for effective customer prioritization -- Preliminary considerations -- Segmentation -- Strategic importance -- Scaling for success -- Building your sales partnerships -- Relationship -- Account planning and management -- Growth and development -- Summary -- Part 2: Optimizing Customer-Centric Strategies -- Chapter 4: Streamlining Onboarding and Boosting Engagement -- Onboarding -- Driving engagement -- Key considerations for driving engagement -- Summary -- Chapter 5: Building Referenceable Customers -- Why referenceable customers are key to success -- Strategies for building referenceable customers -- Identifying potential advocates -- Cultivating advocates -- Showcasing your advocates -- Summary Chapter 6: Leveraging Data for Customer Success -- Data for CS through an internal lens -- Understanding user/customer behaviors and patterns of product use -- A short dive into consumption analytics -- Assessing risk and developing predictive customer retention strategies -- Risk variables -- Refining personalization for more precise expansion approaches -- Data for CS through an external lens -- Improving the quality of product guidance for customers to drive deeper trust -- Strengthening long-term customer relationships and nurturing the growth of customer advocacy -- Measuring customer progress toward the successful attainment of desired outcomes -- Summary -- Chapter 7: Building Your Customer Success Inner Circle -- Determining the right relationships to build internally -- Product development and engineering -- Sales -- Support and technical assistance -- Marketing -- Training and education -- Finance and legal -- Executive leadership -- How to build internal relationships -- Initiating internal relationships -- Nurturing internal relationships -- Summary -- Part 3: Navigating the Customer Success Landscape -- Chapter 8: Strategies for Retention and Expansion in Your Business -- The math of retention and expansion -- Land and expand is more involved than people think -- Exhibiting excellence as individual CSMs in retention and expansion -- How to identify upsell and cross-sell opportunities -- Summary -- Chapter 9: Mastering Crisis Management for Business Resilience -- Identifying crises -- Preparing for crises -- Effective communication during a crisis -- Post-crisis management -- Summary -- Chapter 10: The Exciting Future of Customer Success -- Shifting toward more personalized and proactive customer engagements -- Expanding career opportunities -- The evolving skill requirements of CSMs -- Summary -- Index -- Other Books You May Enjoy |
| title | Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue |
| title_auth | Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue |
| title_exact_search | Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue |
| title_full | Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue |
| title_fullStr | Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue |
| title_full_unstemmed | Mastering Customer Success Discover Tactics to Decrease Churn and Expand Revenue |
| title_short | Mastering Customer Success |
| title_sort | mastering customer success discover tactics to decrease churn and expand revenue |
| title_sub | Discover Tactics to Decrease Churn and Expand Revenue |
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