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The Customer Success Professional's Handbook by Ashvin Vaidyanathan (Hardback)
£24.00
Out of stock
Product Ref. (e.g. ISBN, SKU)
9781119624615
Published:
19 Mar 2020
Format:
Hardback
Number of pages:
288 pages
Dimensions:
228.6x154.9x27.9mm
Weight:
0.499kgs
Author:
The Customer Success Manager has become a critical asset to organisations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognise you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed - from the practitioner level all the way to senior leadership.
The definitive "Customer Success Manager How-To-Guide" for the CSM profession from Gainsight, who brought you the market-leading Customer Success
The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession-until now.
The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed-from the practitioner level all the way to senior leadership. The authors-acknowledged experts in building, training, and managing Customer Success teams-offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book:
Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry's most respected leaders contributing their perspectivesCurrently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers-While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.
About the Author: ASHVIN VAIDYANATHAN is the Chief Customer Officer at Gainsight—the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience. RUBEN RABAGO is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe. CONTRIBUTORS Alan Armstrong, CEO, Eigenworks Carine Roman, Global Head of Customer Success at LinkedIn Talent Solutions Chad Horenfeldt, VP of Client Success, Updater Chrisy Woll, VP of Customer Success, CampusLogic David Kocher, VP of Customer Success, GE Digital Easton Taylor, Director of Customer Success, Gainsight Eduarda Camacho, Executive VP, Customer Operations at PTC Elaine Cleary, Principal CSM, Director of Education Services, Gainsight Erin Siemens, SVP Client Success, ADP John Sabino, Chief Customer Officer, Splunk Jon Herstein, Chief Customer Officer, Box Mary Poppen, Chief Customer Officer, Glint Nadav Shem-Tov, Director of Teammate Success-CS, Gainsight Patrick Eichen, VP Client Success, Cornerstone OnDemand Stephanie Berner, Global Head of Customer Success at LinkedIn Sales Solutions Travis Kaufman, VP of Product Growth, Gainsight
| Number of pages | 288 |
|---|
We will despatch your order as quickly as we can. If, for whatever reason, a product is out of stock we will contact you to discuss the likely delivery time or an alternative product.
| First Item | 2 Items & Over | |
|---|---|---|
| UK | £3.75 | £5.00 |
| EU | £15.00 | £30.00 |
| USA & Canada | £30.00 | £50.00 |
| Rest of the World | £45.00 | £60.00 |
| Collect in Store | free | free |
Additional Delivery Information (and some really important bits):
UK Delivery
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The Really Important Bit: Because we use tracked, courier and signed for delivery services, please use an address at which your parcel can be received during the normal working day, for example, you may want to have your order delivered to your work address if you're not at home during the day.
First Item @ £3.75 (sometimes a shipping supplement may be added for particularly heavy books or specific postcodes*)
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Overseas Delivery
Shipments to EU countries:
First Item @ £15.00 (sometimes a shipping supplement will be added for particularly heavy books)
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Shipments to the USA & Canada:
First Item @ £30.00
2 Items & over @ £50.00 in total
Shipments to the Rest of the World:
First Item @ £45.00
2 Items & over @ £60.00 in total
All overseas orders are shipped using a 'signed for' courier service - please provide an address at which your parcel can be signed for on receipt. We use the same packaging materials for our overseas deliveries as we do those in the UK. In some cases, particularly large and heavy books, or books being shipped to remote areas, may incur an additional shipping charge - if this is the case with your order, we'll notify you as quickly as possible of these charges and to arrange the additional payment. You can of course cancel your order with an immediate refund should you not wish to accept these additional costs. Shipments to overseas territories may incur additional Duty & Tax costs which could be requested by Fed Ex at the time of delivery. These costs may vary from country to country and are not within our control and will be in addition to the costs paid to us for your delivery. If in any doubt, please check with your local Fed Ex office what, if any, additional Tax & Duty costs will be applicable to your order - https://www.fedex.com
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It was the most impressive packaging that I have EVER SEEN!!! The books were in perfect condition!!!!!
Super fast delivery and well packaged. Quality item and service!