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: Somani Deepesh Название: Mastering Microsoft Dynamics 365 Customer Engagement - Second Edition ISBN: 1788990226 ISBN-13(EAN): 9781788990226 Издательство: Неизвестно Рейтинг: Цена: 67430.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Microsoft has introduced a new product based on MS Dynamics CRM named MS Dynamics 365 which consists of 7 components and has extended functionality compared to any other CRM systems. It is equipped to be flexible to meet the needs of businesses. This book provides a comprehensive coverage of Dynamics 365 and helps you make your tasks much simpler.
Автор: Kaufmann & Ali Khan Panni Название: Handbook Of Research On Consumerism In Business And Marketing ISBN: 1466658800 ISBN-13(EAN): 9781466658806 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 354810.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The modern era of business has prompted an increased focus on the consumer and the responsibility of corporations to consider their ethical and social obligations to their customers. The rise of the consumerist movement has encouraged further research and development on the topic of consumerism, enabling business to succeed in a consumer-driven market.Handbook of Research on Consumerism in Business and Marketing: Concepts and Practices features research on diverse topics on consumerism in the global marketplace, focusing on the ways in which businesses can improve their relationships with customers as well as analyse and influence purchasing behaviour. As a comprehensive reference source on topics pertaining to consumer management, identity, and behaviour, this publication is intended for use by marketing professionals, business managers, students, and academicians.
Автор: Dawson, Keith Название: The Call Center Handbook ISBN: 1578203058 ISBN-13(EAN): 9781578203055 Издательство: Taylor&Francis Рейтинг: Цена: 45930.00 T Наличие на складе: Есть у поставщика Поставка под заказ.
Автор: Nedra Bahri Ammari Название: Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 ISBN: 1799895548 ISBN-13(EAN): 9781799895541 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 194970.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Presents theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. The book covers a wide range of topics, including disruptive marketing, artificial intelligence, and customer behaviour.
Автор: Gupta Rakesh Название: Mastering Salesforce CRM Administration: An Advanced Administration Certification Handbook ISBN: 1786463180 ISBN-13(EAN): 9781786463180 Издательство: Неизвестно Рейтинг: Цена: 74780.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The Salesforce market is booming right now; employers have recognized the value that Salesforce experts add to an organization and want to hire them over their counterparts. This book will equip you with the tools you need to build a successful career in Salesforce administration and, moreover, it will help you crack the Advanced Admin Certifica...
Автор: Goodey Paul Название: Salesforce CRM - The Definitive Admin Handbook: A Deep-dive into the working of Salesforce CRM ISBN: 1786468964 ISBN-13(EAN): 9781786468963 Издательство: Неизвестно Рейтинг: Цена: 80910.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: In this book, you`ll understand how to work with the Salesforce CRM platform. With the help of examples and use cases, Salesforce CRM - The Definitive Admin Handbook ensures you get up and running in no time.
Автор: Kale, Vivek Название: Implementing SAP® CRM ISBN: 0367378051 ISBN-13(EAN): 9780367378059 Издательство: Taylor&Francis Рейтинг: Цена: 60220.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted implementing this most critical customer-oriented application due in large part to the lack of a single-point resource on implementing a CRM system. This book attempts to fill that gap.
Implementing SAP(R) CRM will help technologists and managers come to grips with the vision, concept, and technology of CRM. It begins by laying out the groundwork for understanding CRM. It explains the concept and context of CRM and the tangible business benefits of CRM adoption. Demonstrating a professional approach to the evaluation and selection of SAP, it details the critical success factors (CSFs), patterns, and anti-patterns of a successful SAP CRM implementation.
CRM implementations can add significant benefit to the company's bottom line only if the company first transforms itself into a customer-centric and customer-responsive enterprise. This book explains what it means to be a customer-centric and responsive enterprise, and provides a framework for business operations based on customer relationships, rather than the traditional four Ps (product, positioning, price, promotion). It further spells out business process reengineering (BPR) strategies to configure internal business processes and operations with SAP CRM to improve customer-facing strategies, services, and relationships.
Автор: Nguyen Bang Название: Dark Side of CRM ISBN: 1138803324 ISBN-13(EAN): 9781138803329 Издательство: Taylor&Francis Рейтинг: Цена: 54090.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.
Автор: Perna Andrea Название: CRM Systems in Industrial Companies ISBN: 1137335653 ISBN-13(EAN): 9781137335654 Издательство: Springer Рейтинг: Цена: 111790.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: CRM Systems in Industrial Companies contributes new knowledge on Customer Relationship Management (CRM) in the field of industrial marketing. Based on an in-depth case study, this book highlights the complexity and challenges in the development, implementation and use of CRM, revealing how truly challenging it is to extract value from CRM systems.
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