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.
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)
Автор: Barrett John Название: B2B Customer Insight: The Proven Path to Growth ISBN: 1617359866 ISBN-13(EAN): 9781617359866 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 6056.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
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.
Описание: This Book is primarily written for experts and managers in marketing, sales, customer and service management at BtB companies. In addition, the book is also for executives of project and quality management, research and development (R&D), procurement, logistics, and production departments, who deal with marketing-related topics and are working in related fields. The integrated marketing, sales and customer management (MSC) approach aims to lay out and explain in detail the concepts, tools and implementations of a holistic and sustainable customer-focused approach in order to successfully implement important marketing, sales and customer management measures. The concise presentation of various methods, their applications and evaluations allow managers to better choose specific tools and the necessary means of efficient implementation. In addition, this book presents students enrolled in business management and business administration programs and who are focusing on marketing, sales and customer management with a conceptualized and application-oriented guide for the implementation of holistically integrated strategies, programs and measures.
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: 6197.00 р. 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.
Описание: A proven approach to building market leadership in today`s crowded markets, presented with case studies, entertaining stories and practical tools and advice.
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.
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