Customer Success

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

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.  

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.

What are companies like Uber, IKEA, Belgo, and Eurostar doing that makes them so profitable? They know how to scale relationships. But online gurus are lying to you about scaling to hundreds of clients without creating an exceptional customer experience. Ben and I created this book with that in mind. When you feel like there is much more to be done in how you serve your clients, we’ve got you. For a long time, marketers--specifically in the online space--have been making bolder and bolder promises.

If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.  

Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100...

Today's business environment is getting more competitive every day. Customer loyalty is becoming a quaint, old-fashioned notion. Customers shop around. And service that wows the customer is crucial in securing new business and preserving those long-standing associations with valuable clients. The bottom line: Satisfied customers equal success! 

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it-without ever needing to reach out to a live customer success manager.

Brought to you by Penguin. In The Automatic Customer, John Warrillow provides the essential blueprint for turning your customers into subscribers The lifeblood of your business is repeat customers. But customers can be fickle, markets shift and competitors are ruthless. So how do you ensure a...

Almost every business depends on its customers and your one is probably no different. Without the customer there is no order and without the order there is no profit. It's easy to see how a business could quickly fold without great customer service at its core. Making sure your customer service is as good a it can be is now much easier with this bundle.

Elevate your business through digital mastery: Achieve success faster than you imagined, even if technology feels overwhelming to you. Are you overwhelmed by ever-evolving digital marketing strategies, desperate to leverage AI but unsure where to start? Have you wondered if there's a way to build a profitable online presence without burning through your budget? You're not alone. Many business owners and aspiring marketers face the same challenges in the rapidly changing digital landscape. But there's good news!

From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.    

The fact is, product-centered pitching simply doesn’t cut it anymore. Buyers don’t want to hear about your product’s features—they want to hear about how it can solve their problems or help them reach their goals. In The Revenue Acceleration Playbook, sales and marketing expert Brent Keltner introduces a proven go-to-market framework to increase personalization and authenticity across every step of the buyer journey—from initial buyer engagement and prospecting, to closing new deals and expanding customer relationships, to growing target market segments.

The best financial advisors are well equipped to succeed regardless of market conditions. Based on interviews with 15 top advisors, each doing several million dollars worth of business every year, The Million-Dollar Financial Advisor distills their universal success principles into 13 distinct lessons. Each is explained step-by-step for immediate application by veteran and new financial professionals alike.

In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.

Bloomsbury presents The Art of Small Business Social Media by Peg Fitzpatrick, read by Fiona Orford-Williams. An essential guide for small business owners that Booklist calls "appealing and supremely useful" in a starred review and Guy Kawasaki points out in the foreword, "if you’re an...

You've probably already realized that storytelling is ubiquitous today and that it's hard to imagine marketing without it. In this guide, you will first get an overview of what storytelling actually is and why it is an important part of a successful marketing strategy. In addition, you will learn in the theory section how a classic story is structured, to what extent this structure can be integrated into business practice and what alternatives there are.

Customer success is all about employing certain "soft" skills and techniques that are guaranteed to help you win over everyone's trust, respect and sponsorship. And anyone, at any level can master these skills.

This book reveals the 10 proven principles you can use to make immediate and impactful improvements to your customer experience, regardless of your product, service, industry, and size. You'll learn how to tap the greatest asset sitting dormant in your business right now - your existing customer base. With powerful real-life examples and ideas you can get started on straight away, this book will get you excited about creating memorable experiences for your customers that get them raving about your brand and delivering you a steady stream of new customers.

Even skilled salespeople buckle in tough selling situations—getting defensive with prospects who challenge them on price or too quickly caving to discount pressure. These fight-or-flight responses are something salespeople learn to avoid when building their emotional intelligence. Sales...