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Publisher's Summary

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. 

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio. 

©2020 Gainsight (P)2020 Gildan Media

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  • 匿名
  • 19-01-2021

Useful!

This book is a must-read for someone starting in Customer Success. Full of useful and practical information. I recommend it!

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  • David Edrich
  • 23-08-2020

The next step for my transformation from a TAM to a CSM

Being a technical account manager for a Global Software company for 12 years, I was interested in learning and adapting to the skills necessary to be a CSM. Recognizing, I already have a lot of the same concepts, I am happy see how I can apply them to the next level and the next step in my career. This book was spot on how my company is transforming our team and where individuals should be focusing. . This book has given me confidence in the direction I’m heading, ideas to bring to my team and excitement to sharing them with my company. This book clearly defines the framework and execution necessary on the CSM daily responsibilities, business concepts and leadership guidance (career path) and many more. It was spoken in layman terms and easy to understand. I will be re-reading this in the future and suggesting it my colleagues. Thank you for writing and publish this book.

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  • Scott
  • 01-08-2020

CS handbook

As always, Gainsight produces excellent content and advice for customer success as the field and individuals in the industry.

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