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: Vajre Sangram Название: Abm Is B2B ISBN: 194085895X ISBN-13(EAN): 9781940858951 Издательство: Неизвестно Рейтинг: Цена: 12570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Instant Bestseller on Amazon in Marketing and Sales FACT: Less than ONE percent of all leads become customers. As a business, how can you break that trend and achieve client fidelity?
In this book we reveal the secrets behind the framework that will sell and retain your customers.
Did you know that less than one percent of all leads become customers? It is a true and shocking stat, but there is a way to stop the waste and flip this around.
In this highly anticipated book, we reveal the secrets behind our signature TEAM - Target, Engage, Activate, and Measure - framework to transform your approach to market, increase sales, and retain your ideal customers.
Account-Based Marketing (ABM) is the new B2B. It's time to challenge the status quo of B2B Marketing and Sales, and transition to what the business arena already expects as the updated B2B model.
A transformation like this can only happen through an account-based approach that unites marketing, sales, and customer success teams (go-to-market teams) as #OneTeam. In summary, the TEAM framework coupled with the account-based approach enables your company to focus on the target accounts, engage them in a meaningful way, activate the sales team with top tier accounts proactively, and finally measure success based on business outcomes over vanity metrics.
It's time to take the lead and transition your business to ABM.
The process is simple when you have the right book - ABM is B2B. What are you waiting for?
Your quick-read guide to the power of marketing communications and why it is so important to your strategy and business.
Without the bull, Dominic Walters gives clear insight into how, and why, businesses should leverage this under-utilised discipline to underpin growth as well as to build and protect reputation.
No matter the size of your business, be it start-up, an existing small business, or a large corporation, these insights and observations from decades of marketing experience shine a light on the opportunities, mistakes and myths surrounding this critical discipline, including:
- Growing and protecting your business's reputation
- The power of a symbiotic relationship between marketing communication and sales
- The significance of building an army of advocates, both in-house and out-of-house
- How to use agencies effectively in a world where old approaches to branding and advertising no longer work
- Getting value for money from your marketing communications
A compact, accessible and practical guide, it is designed to bring clarity to a too-often misunderstood area of business strategy and to do so as straightforwardly as possible.
Автор: Barrett John Название: B2B Customer Insight: The Proven Path to Growth ISBN: 1617359866 ISBN-13(EAN): 9781617359866 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 40370.00 T Наличие на складе: Есть у поставщика Поставка под заказ.
Автор: Tyler Marylou, Donovan Jeremey Название: Predictable Prospecting: How to Radically Increase Your B2B Sales Pipeline ISBN: 1259835642 ISBN-13(EAN): 9781259835643 Издательство: McGraw-Hill Рейтинг: Цена: 22870.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The proven B2B sales growth plan that builds on the success of Predictable Revenue, the breakout bestseller hailed as "Silicon Valley`s sales bible" (Inc.com)
As the speed of business continues to accelerate, B2B enterprises and sales organizations are being disintermediated and disrupted by digital transformation and artificial intelligence.
The Amazon effect is permanently altering buying experience expectations while technology has lowered the barriers to entry. "Me-too" competitors lurk around every corner making differentiation a fundamental challenge and margin erosion a constant threat.
Along the way, the Business to Business buying journey has fundamentally changed.
In this brutal new age of business, every B2B enterprise faces a looming and existential threat of irrelevance and extinction. The undeniable truth is that in this hyper-competitive paradigm, there are only two alternatives:
1. A race to the bottom in which price becomes the sole differentiator, customers are merely transactions, and your products and services are viewed as commodities.
2. A race to relevance in which you separate yourself from, and rise above, the "me-too" horde with a shift away from pitching "stuff" to a customer-centric focus on delivering real, sustainablevalue through Measurable Business Outcomes.
This is exactly why the world's most agile and profitable companies, along with the highest earning sales professionals, are taking the lead in the race to relevance by transforming how they approach the buying journey.
In Business Outcome Selling Strategies Jeb Blount, one of the most celebrated sales strategists of our generation, and business transformation guru Jason Eatmon, give you the secrets for how next generation B2B sales organizations are accelerating sales productivity, operationalizing hyper-growth strategies, and locking out competitors. You'll learn powerful strategies for:
Building the foundation for hyper-growth
Connecting cross organizational disciplines to build an agile sales and growth driven culture
Winning mindshare early through familiarity and shaping
Nine Box Qualifying and the 4Rs: Right Prospect, Right Message, Right Time, Right Fit
Digital Sales Transformation and integration
Targeting tactics, sales engagement strategies, and sequencing
Mastering the Four Levels of Sales to rapidly respond to buyer expectations
Leveraging the MLP strategy to bend win probability in your favor
Effective Stakeholder Mapping
Deploying the READ Influence Methodology to gain stakeholder buy-in and consensus
Differentiating with the MBO + EBO value equation
Leveraging the powerful SCORE Discovery Model to get below the surface and become a true partner for your customers
Uncovering the Metrics that Matter that lead to higher prices and long-term margins
Mapping and presenting Outcome Based Solutions
Leveraging Value Bridges to become the vendor of choice
Linking marketing, sales, operations, and service to deliver Referenceable and Measurable Business Outcomes
Deploying the CAIRE Account Management and Customer Success model to rapidly grow existing accounts and make customer relationships sticky
Leveraging the comprehensive BOSS Strategic Planner to win your biggest opportunities
Business Outcome Selling Strategies (BOSS) isn't a typical sales book. Inside, you'll find a powerful field guide, proven processes, and complete system that connects the dots between sales, marketing, business development, operations, service delivery, account management, and customer success.
Leveraging these strategies, tactics, and tools, your organization will transform into a well-oiled, cohesive growth machine that delivers a legendary buying experience and unassailable competitive differentiation.
BOSS is ground-breaking. It shatters old-school paradigms and forces readers to come face to face
Автор: Hague Paul, Hague Nicholas Название: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX ISBN: 1398693715 ISBN-13(EAN): 9781398693715 Издательство: Неизвестно Рейтинг: Цена: 104220.00 T Наличие на складе: Нет в наличии. Описание: Understand all areas of creating an exceptional customer experience that is bespoke to the B2B realm, with this practical and essential guide to the process.
3.3 Content and functions of interorganisational business relationships
3.4 Connecting resources, activities and actors
3.5 Interaction in business relationships
3.6 Interlocking of behaviours and its consequences
Chapter 4. ACTORS IN INTERACTION
4.1 Actors from an interaction perspective
4.2 Actors in business relationships
4.3 Perceptions, interpretations and behaviours in interaction
4.4 Symbolic interactionism
4.5 Identity construction and sensemaking
4.6 Actors' identities in business relationships
4.7 Interaction's actors: inter-actors
Chapter 5. AN EMPIRICAL STUDY OF INTERACTION IN BUSINESS RELATIONSHIPS
5.1 Organization of the field study
5.2 Differences in identity attributed by different customers to the same supplier
5.3 Change in attributed identities from interaction to interaction
5.4 Reflections on methodology and limitation of the study
Chapter 6. INTERACTION AND IDENTITIES IN BUSINESS RELATIONSHIPS
6.1 The meaning of interaction in business relationships
6.2 The significance of heterogeneity and change in relational identities
6.3 Interaction's actors
6.4 Implications for research and practice
Index
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.
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