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.
Название: Know Your Customer ISBN: 1557865531 ISBN-13(EAN): 9781557865533 Издательство: Wiley Рейтинг: Цена: 29560.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: * Integrates customer value and satisfaction into a comprehensive systematic measurement process called customer value determination. * Discusses predictions of future changes in customer value and satisfaction. * Explores actual company experiences which illustrate measurement techniques.
Автор: Nina Krey; Patricia Rossi Название: Back to the Future: Using Marketing Basics to Provide Customer Value ISBN: 3319660225 ISBN-13(EAN): 9783319660226 Издательство: Springer Рейтинг: Цена: 186330.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Managerial Decisions on International Price Adaptation: An Abstract.- A Cross Cultural Comparison of Middle Class Meanings of Money in India and South Korea: An Abstract.- Ad Length and the Presence of the Timer in In-Stream Commercial: An Abstract.- Strategies for Theory Assessment and Enhancement in Marketing: An Abstract.- Understanding Perceived Values and Behavioral Effects of Mobile Apps: An Abstract.- When the service experience drives negative and positive emotions.- Seeking Relief from Negative Emotions: Customer Revenge as an Emotional Outlet.- The Company or the Crowd? Comparing Consumers' Reactions to Peer-Provided and Firm-Provided Customer Support: An Abstract.- Global Country Social Responsibility: What Is It?: An Abstract.- Influencing Factors on Moral Licensing Effect - A Meta-Analytic Approach: An Abstract.- The Role of Honor as a Key Global Marketing Dimension for Business and Academia.- The Influence of Posture on Taste: An Abstract.- The Power of Scent: Effects of Scent on Temperature Perception Due to Synesthesia: An Abstract.- If I Touch I Like It! The Interplay between Tactile Inputs and Gustatory Perceptions: An Abstract.- An Abstract: The Unconscious Affection Factor: Exploring the Dual Facets of Customer Perceived Value and Their Impact on Brand Attachment.- Five Seconds to the Ad: How Program-Induced Mood Affects Ad Countdown Effects: An Abstract.- The Effect of Advertising Concentration on Retailers' Market and Financial Performance: An Abstract.- Advertising Expenditures, Negative Corporate Social Performance, and Firm Performance: Does Advertising Orientation Matter? An Abstract.- Marketing Strategy and Strategic Environment Performance Sustaining Configurations: A Set-Theoretic Approach: An Abstract.- The FREE (Firm Resources and External Environment) Framework as an Alternative to SWOT: An Abstract.- Can Marketing and IT Be Friends?: The Impact of Information Strategy, Structure, and Processes on Business Performance: An Abstract.- Perspective-Taking and Persuasiveness of Charity Advertising Appeals: An Abstract.- An Abstract: Political Ideology of Donors and Attribution Messages in Charity Advertising.- Cause-Related Marketing from the Nonprofit's Perspective: An International Comparison: An Abstract.- Developing a Scale to Measure Brand-Evoked Nostalgia in Belgium and the United States: An Abstract.- Style of Thinking as Moderator of Drivers of Consumer Brand Identification: An Abstract.- Does COO Still Matter? An Examination of Country of Origin Effects on Purchase Intentions under Recall Circumstances: An Abstract.- Managing Customer Reactions to Brand Deletion: An Abstract.- The Influence of Chief Executive Officers' Regulatory Foci on Firms' Advertising, R&D, and Corporate Social Responsibility: An Abstract.- The Mechanisms of Punishment on Consumer's Forgiveness and Trust Repair: An Integrated Causal Attribution Model of Trust Repair.- An Exploratory Analysis of Consumer Opinions, Ethics and Sentiment of Neuromarketing: An Abstract.- An Abstract: Ethical vs. Unethical Advertisements: Evaluation and Recall.- Entering the Performance-Based Contracting Business -An Exploration of Sales-Related Challenges: An Abstract.- An Abstract: Performance Impact of Customer Orientation, Task Interdependence and Information Sharing in Sales Teams.- Cross-Border M&A: Implications for Marketing Capability: An Abstract.- Radical Multicultural Marketing: Examining the Communication Strategies Used by Multicultural Marketing Agencies: An Abstract.- Task Master or Task Novice: An Abstract on a Strategic Decision-Making Experiment.- Self-Affirmation of Narcissists on Social Media: A Study Proposing a New Method of Categorization on Facebook Ads.- You've Got It! Pronouns Increase Self-Referencing and Engagement on Facebook: An Abstract.- The Effects of Holistic Thinking Style On Attitude toward Innovative Design: Role Of Value Presentation: An Abstract.- Sensory Similarity: A Physical Product
Автор: Stewart Pearson Название: Building Brands Directly ISBN: 0333639073 ISBN-13(EAN): 9780333639078 Издательство: Springer Рейтинг: Цена: 139750.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: New competition, technology and economics have changed the behaviour of markets and the practice of marketing. This book explains how to build brands directly, by investing in the loyalty of customers, and explains the commercial realities behind today`s marketing headlines.
Автор: Stewart Pearson Название: Building Brands Directly ISBN: 1349137731 ISBN-13(EAN): 9781349137732 Издательство: Springer Рейтинг: Цена: 130430.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: How to create business value by sustaining existing brands and building new brands is the priority of our major business leaders, the managers to whom they entrust their brands and the students who are the brand stewards of the future.
Автор: Nina Krey; Patricia Rossi Название: Back to the Future: Using Marketing Basics to Provide Customer Value ISBN: 3319881566 ISBN-13(EAN): 9783319881560 Издательство: Springer Рейтинг: Цена: 186330.00 T Наличие на складе: Нет в наличии. Описание: This proceedings volume presents timely research and insights on the advancement of marketing’s basic premise—providing greater levels of customer value. In recent years, both marketing scholars and practitioners have witnessed great advancements in technology and methodologies associated with big data, with location-based marketing centered on mobile apps and the real-time tracking of consumer behavior, and with innovations and enhancements in communications utilizing the continually growing presence of social media. Featuring the full proceedings of the 2017 Academy of Marketing Science (AMS) Annual Conference held in Coronado Island, California, this volume provides ground-breaking research from scholars and practitioners from around the world that will help marketers in providing value for companies, consumers and society.Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Автор: Carlton Brown Название: Achieving Peak Sales Performance for Optimal Business Value and Sustainability ISBN: 1799816400 ISBN-13(EAN): 9781799816409 Издательство: Mare Nostrum (Eurospan) Цена: 180180.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Businesses today face many obstacles, but one major hurdle is optimizing sales performance and achieving peak levels of execution. In recent years, there has been a significant decline in sales performance among businesses internationally. Many professionals attribute this disparity to the lack of attention towards certain business techniques including "Sales Peak Performance" and "Business to Business." Strategies like this lack empirical validity and further investigation on the implementation of these approaches could significantly impact the business world. Achieving Peak Sales Performance for Optimal Business Value and Sustainability is a collection of innovative research on the methods and applications of various elements that influence sales peak performance including personal, organizational, and symbiotic determinants. While highlighting topics including emotional intelligence, personal branding, and customer relationship management, this book is ideally designed for sales professionals, directors, advertisers, managers, researchers, students, and academicians seeking current research on insights and advancements of business sustainability and sales peak performance.
Автор: Carlton Brown Название: Achieving Peak Sales Performance for Optimal Business Value and Sustainability ISBN: 1799816397 ISBN-13(EAN): 9781799816393 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 219910.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Businesses today face many obstacles, but one major hurdle is optimizing sales performance and achieving peak levels of execution. In recent years, there has been a significant decline in sales performance among businesses internationally. Many professionals attribute this disparity to the lack of attention towards certain business techniques including "Sales Peak Performance" and "Business to Business." Strategies like this lack empirical validity and further investigation on the implementation of these approaches could significantly impact the business world.
Achieving Peak Sales Performance for Optimal Business Value and Sustainability is a collection of innovative research on the methods and applications of various elements that influence sales peak performance including personal, organizational, and symbiotic determinants. While highlighting topics including emotional intelligence, personal branding, and customer relationship management, this book is ideally designed for sales professionals, directors, advertisers, managers, researchers, students, and academicians seeking current research on insights and advancements of business sustainability and sales peak performance.
Автор: Angrave, Jerry Название: Journey mapping playbook ISBN: 3110641119 ISBN-13(EAN): 9783110641110 Издательство: Walter de Gruyter Рейтинг: Цена: 42090.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience.
Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop.
The Journey Mapping Playbook is based on the author's real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers' lives is critical to achieve business success.
Helping you to nurture better and more profitable customer experiences, this book will help you to:
Define journey mapping
Understand why it is commercially important
Prioritise which journeys to focus on and how
Decide who to invite and which tools to prepare
Plan for an effective session
Make every stage of the journey relevant and purposeful
Build an ongoing programme
The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business.
Our Webinar on Mapping the Customer Journey: https: //youtu.be/s64kDe1dm2Y
Check out this link to a five-star review on The Bookbag http: //www.thebookbag.co.uk/reviews/The_Journey_Mapping_Playbook: _A_Practical_Guide_to_Preparing, _Facilitating_and_Unlocking_the_Value_of_Customer_Journey_Mapping_by_Jerry_Angrave
Автор: Debruyne Marion, Tackx Koen Название: Customer Innovation: Delivering a Customer-Led Strategy for Sustainable Growth ISBN: 0749484187 ISBN-13(EAN): 9780749484187 Издательство: Неизвестно Рейтинг: Цена: 62520.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Draws customer-centric marketing and innovative business strategy together into a breakthrough formula for transformative, long-term growth.
Автор: Soudagar Reza, Iyer Vinay, Hildebrand Volker Название: The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers ISBN: 007178697X ISBN-13(EAN): 9780071786973 Издательство: McGraw-Hill Рейтинг: Цена: 46890.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.
Автор: Weinstein, Art , Johnson, William C. Название: Designing and Delivering Superior Customer Value ISBN: 0367230186 ISBN-13(EAN): 9780367230180 Издательство: Taylor&Francis Рейтинг: Цена: 183750.00 T Наличие на складе: Невозможна поставка. Описание: First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).
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