July 1, 2019 Forthcoming
Reference - 240 Pages - 20 B/W Illustrations
ISBN 9780367182762 - CAT# K416397
For Instructors Request Inspection Copy
Without a doubt customer success management is a hot topic right now. Businesses of all kinds realize that if they wish to keep a hold of their customers and win further business from them they must be able to help those customers to realize measurable value from using their products and services.
Whilst there are several excellent books that are aimed at helping business owners and executive decision makers with developing a customer success strategy, there are far fewer options in the way of best practice guidance for the CSMs themselves and practical resources such as tools, templates and checklists to ensure consistency and quality of approach whilst increasing productivity and efficiency are even harder to find.
Practical Customer Success Management: A best practice framework for managers and professionals provides a simple-to-follow best practice framework that explains the core steps at every stage of the customer journey to business outcomes success. It describes the situations each step applies to and provides detailed explanations and guidance for successfully completing all tasks related to each step. Included within this book is access to an entire series of downloadable tools and templates that enable rapid completion of tasks and ensure consistency of approach across multiple customer engagements.
Acknowledgments. Who is This Book For?. Foreword. About the Author. Introduction. Chapter 1: An Overview of the Customer Success Manager’s Role. Chapter 2: Readiness for Customer Success Management. Chapter 3: Customer Success Management Tasks, Tools and Techniques. Chapter 4: Practical CSM Framework Stage 1: Preparation. Chapter 5: Practical CSM Framework Phase 2: Commitment. Chapter 6: Practical CSM Framework Phase 3: Onboarding. Chapter 7: Practical CSM Framework Phase 4: Adoption Planning Part 1 – Concepts. Chapter 8: Practical CSM Framework Stage 4: Adoption Planning Part 2 - Practice. Chapter 9: Practical CSM Framework Phase 5: Adoption Implementation. Chapter 10: Practical CSM Framework Phase 6: Value Realization. Chapter 11: Practical CSM Framework Phase 7: Engagement Evaluation. Chapter 12: Concluding Thoughts.