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 perspectives
Currently, 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.
The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.
Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems.
Select tips by category, by specific challenge, or just go in order.
Each tip includes a short explanation plus practical suggestions.
Focus on one tip per week to sharpen your skills over time.
Customer service leaders will find additional resources for sharing the tips with your team!
Автор: Lucas, Robert Название: Ise customer service skills for success ISBN: 1265037531 ISBN-13(EAN): 9781265037536 Издательство: McGraw-Hill Рейтинг: Цена: 9093.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Nigel Sylvester: GO is the first self-titled book by professional BMX athlete, entrepreneur, YouTube sensation and culture icon - Nigel Sylvester. His GO brand embraces the relentless, unapologetic and graceful pursuit of accomplishing a dream. His globally acclaimed digital film series, GO, captures his style and thrilling adventures in cities around the globe from his POV.
Автор: Bacal Robert Название: Perfect Phrases for Customer Service, Second Edition ISBN: 0071745068 ISBN-13(EAN): 9780071745062 Издательство: McGraw-Hill Рейтинг: Цена: 2915.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Filled with specific defusing tactics and key behavioral insights, this new edition shows how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence.
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