Overview

"What drives customer success?Technology, processes, or the people involved? Customer success as an orchestrated business function is more vital than ever, amidst heightened focus on reducing customer churn and on increasing recurring revenue. Helping Customers Win covers three primary aspects of customer success-technology, processes, and people-with a sharp focus on ""people"" to elevate your company's reputation and client success. Mastering corporate etiquette takes time. Customer success practitioners can benefit from the rich experiences of their peers in addressing challenging situations to reach their full potential. Helping Customers Win accelerates the learning process by providing a field-tested framework with examples on how to excel while interacting with customers, based on interviews of industry veterans. This framework-based on the author's and his peers' decades worth of experiences and observations-helps develop specific skills customer success professionals need to promote healthy conversations and maintain long-lasting relationships with customers. Helping Customers Win prescribes strategy and practical recommendations within contextual customer interaction settings. Adopt these tools, procedures, templates, analysis, and suggestions to improve customer retention rates, to boost upsell and cross-sell revenue, and to run a well-managed customer success organization. Make Helping Customers Win a must-read for your organization today."

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9781941478974

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