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.
Автор: Brooks M Название: Developing B2B Social Communities: Keys to Growth, Innovatio ISBN: 1430247134 ISBN-13(EAN): 9781430247135 Издательство: Springer Рейтинг: Цена: 21380.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
The Human Need to Connect
Community as the Centerpiece of B2B Engagement
Community Models
Life Cycle and Maturity Models for Online Communities
Community Management
Case Study in Focus: CA Technologies
Business Impact Through Community
Developing B2B Social Communities
Автор: Bennett Jeff W., Fleming Darrin W. Название: Grassroots Strategy: Cultivating B2B Growth from the Ground Up ISBN: 0578550067 ISBN-13(EAN): 9780578550060 Издательство: Неизвестно Рейтинг: Цена: 41310.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
A powerful yet practical guide to B2B strategic growth, it's like a mini-MBA.
Accelerating profitable growth has been one of the long-standing challenges of business executives. Even today, with stock markets booming and M&A activity returning to record levels, organic growth is anemic for many companies. The root cause is a lack of strategy in the organization's thinking, planning, and marketing. Many successful business leaders have built their careers on execution and efficiency but have relatively little experience making the strategic decisions that drive both the top and bottom line. Lean, Six Sigma, and other efficiency-focused methodologies are fantastic at answering questions on how to do things better. Still, they are not suited to answer strategic questions around what they should do and why.
Grassroots Strategy conveys what has historically been considered complex concepts in a simple to read and approachable way through stories, case studies, and a little humor. The book provides a framework for finding growth in the sweet spot between market needs and a company's capabilities. Bennett and Fleming present practical tools and principles that can unleash growth potential and prove that the myth that the right strategies must emerge from senior executives, consultants, and mystical seers in an ivory tower is debunked. With the proper training and environment, they can come from almost anywhere in an organization.
The entire Grassroots Strategy process is designed to find a business' strategic optimal plan where profitable growth is most likely. Making the right decisions relies on a few critical pieces of information:
Market and Customer Needs: What unmet and/or under-met needs exist within the market?
Differentiation: What do we, or could we do to meet those needs uniquely?
Customer Value: How much is it worth to meet those needs?
Target Segment: Which potential customers have those needs the most?
Business Model: What is the best mechanism to serve those needs and make money?
Everything else in the book is designed to help answer those questions. Throughout these pages, Bennett and Fleming share years of experience and knowledge and take readers from strategy apprentice to journeyman strategic thinker. With diligence and discipline, this process will separate the best growth ideas from the also-rans. And it will enable you to redirect resources and accelerate the best approaches to deliver results more quickly.
In the words of two of the many Grassroots Strategy customers, "Grassroots strategy has created shareholder value in every business that I have led." And "Grassroots Strategy is the definitive guide to strategic marketing."
Whatever your situation, this book is a convenient way to share these concepts with all teams and individuals seeking strategic growth. Start working on your business growth now, and enjoy the journey.
Автор: Philip Kotler; I. Michi; Waldemar Pfoertsch Название: B2B Brand Management ISBN: 3642064701 ISBN-13(EAN): 9783642064708 Издательство: Springer Рейтинг: Цена: 37220.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This is one of the first books to probe deeply into the art and science of branding industrial products. As industrial companies are turning to branding this book provides the best practices and hands-on advice for B2B brand management.
Автор: Seebacher Uwe G. Название: B2B Marketing: A Guidebook for the Classroom to the Boardroom ISBN: 3030542947 ISBN-13(EAN): 9783030542948 Издательство: Springer Рейтинг: Цена: 60550.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Technical terms such as Account-Based Marketing, Buyer Journey, ChatBots, Content AI, Marketing Automation, Marketing Canvas, Social Selling, Touchpoint Sensitivity Analysis, and Predictive Intelligence are explained and examined in detail, especially in terms of their applicability and implementation.
Автор: Aashish Srivastava Название: Electronic Signatures for B2B Contracts ISBN: 8132217527 ISBN-13(EAN): 9788132217527 Издательство: Springer Рейтинг: Цена: 102480.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This analysis of results from a unique empirical research study in Australia examines the issues associated with accepting electronic signatures on business-to-business contracts, and includes a special section on the technology`s historical development.
Автор: Scherm Michael J. Название: Scrum for Sales: A B2B Guide to Agility in Organization, Performance, and Management ISBN: 3030829774 ISBN-13(EAN): 9783030829773 Издательство: Springer Рейтинг: Цена: 69870.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Many companies want to make their sales agile. This book shows how the elements of the leading agile framework "Scrum" should be applied to install agility in the salesforce, improve sales performance, and resolve typical performance issues in sales organizations.
Автор: Debruyne Marion, Tackx Koen Название: Customer Innovation: Delivering a Customer-Led Strategy for Sustainable Growth ISBN: 0749497785 ISBN-13(EAN): 9780749497781 Издательство: Неизвестно Рейтинг: Цена: 229290.00 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: Mahmud Iffat, Mbuya Nkosinathi Название: Water, Sanitation, Hygiene and Nutrition in Bangladesh: Can Building Toilets Affect Children`s Growth? ISBN: 1464806985 ISBN-13(EAN): 9781464806988 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 20900.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Since the 1960s, it has been known that poor water and sanitation causes diarrhea, which consequently compromises child growth and leads to undernutrition. Ample evidence shows that poor water and sanitation causes diarrhea, but there is a growing body of knowledge discussing the magnitude of the impact of diarrhea on undernutrition. A recent hypothesis by Humphrey (2009), for example, states that the predominant impact of contaminated water and poor sanitation on undernutrition is via tropical/environmental enteropathy (triggered by exposure to fecal matter) rather than mediated by diarrhea. This new hypothesis has generated much debate, especially in the South Asia region, on the contribution of water and sanitation to the South Asian Nutrition Enigma. The region is characterized by unusually high rates of child undernutrition relative to its income level, as well as a slow reduction in undernutrition. Practitioners have struggled to decipher the reasons behind this 'anomaly.' This report provides a systematic review of the evidence to date, both published and grey literature, on the relationship between water and sanitation and nutrition. We also survey the potential impact of improved water, sanitation, and hygiene (WASH) on undernutrition. This is the first report that undertakes a thorough review and discussion of WASH and nutrition in Bangladesh. The report is meant to serve two purposes. First, it synthesizes the results/evidence evolving on the pathway of WASH and undernutrition for use by practitioners working in the nutrition and water and sanitation sectors to stimulate technical discussions and effective collaboration among stakeholders. Second, this report serves as an advocacy tool, primarily for policy makers, to assist them in formulating a multisectoral approach to tackling the undernutrition problem.
Автор: Wright Stephen J. Название: Digitizing The Customer Journey: Using the Latest Digital Technologies to Support Growth, Efficiency and Delight Customers Throughout the Customer`s T ISBN: 3952512648 ISBN-13(EAN): 9783952512647 Издательство: Неизвестно Рейтинг: Цена: 22980.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Groundbreaking book emphasizing the need for companies to convert and integrate all their customer service and marketing data into a system that is optimized for an excellent user experience. In today`s times, any business that wants to compete will have to consider the advanced technologies available and implement them as soon as possible.
Автор: Burgess Bev Название: Executive Engagement Strategies: How to Have Conversations and Develop Relationships That Build B2B Business ISBN: 1789661943 ISBN-13(EAN): 9781789661941 Издательство: Неизвестно Цена: 164150.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Win the attention of high-level decision makers in large corporations; spark their interest and earn their trust to achieve long-term, sustainable mutual value.
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