Search results for: the-customer-success-professionals-handbook

The Customer Success Professional s Handbook

Author : Ashvin Vaidyanathan
File Size : 20.96 MB
Format : PDF, Mobi
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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.

The Customer Success Professional s Handbook

Author : Ashvin Vaidyanathan
File Size : 70.19 MB
Format : PDF, Docs
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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.

Practical Customer Success Management

Author : Rick Adams
File Size : 69.78 MB
Format : PDF, Kindle
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"This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often." Peter Armaly, Senior Director Customer Success, Oracle "...a comprehensive review of the Customer Success role and responsibilities..." Anne Marie Ponder, Senior Manager, IT Infrastructure, Astellas Pharma US "...a must read playbook for all business leaders and customer success-focused professionals." Jason Noble, Global Customer Success and SaaS Leader "I wish a book like this existed when I started in Customer Success!" Cyn Taylor, Enterprise Customer Success Manager, LogicMonitor "...provides all the ingredients to create the right customer success strategy." Baptiste Debever, Head of Growth & Co Founder, Alkalab "...an invaluable resource for anyone with an interest in Customer Success." Adam Joseph, CEO, CSM insight "A structured and logical approach that will help new and experienced CSMs to bridge the gap between Customer Success theory and practical application." James Scott, General Partner, Success Hacker Customer success management is "the practice of helping customers to generate value from using our products" and it is a relatively new and fast-growing profession with many new CSMs coming into it from other customer-facing professions. Due to the speed with which the profession is undergoing change as it matures and expands, both new and existing CSMs need to keep abreast of customer success best practice. However there are relatively few books that provide much in the way of practical guidance for customer success practitioners and even less options for resources such as tools, templates and checklists that enable a consistently high quality approach whilst increasing the CSM’s productivity. Practical Customer Success Management is a practical guide book and comprehensive training manual for CSMs that provides a simple to follow, best practice framework that lays out the core steps at every stage of the customer journey to business outcome success. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed guidance for successfully completing those activities. The book also includes a suite of tools and templates that enable rapid completion of tasks whilst ensuring consistency of approach both across multiple customer engagements and by multiple CSMs within a team.

The Customer Success Pioneer

Author : Kellie Lucas
File Size : 22.5 MB
Format : PDF, Docs
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*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!* Are you a Customer Success Executive or making your way up the Customer Success ladder? Do you want to transform churn into maximum recurring revenue and growth? Are you looking for a clear route to an established framework? Are you determined to be proactive, rather than constantly firefighting, with your customers? Is your company invested in or implementing a customer-focused philosophy? If you answered yes to any of these questions, this book is for you! Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals. The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

Sales Basics

Author : Sherry Moore
File Size : 79.3 MB
Format : PDF, ePub, Mobi
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This book contains 58 easy-to-use tips on closing the sale along with details on these tips. The Art of the Close is something far more than a few fancy words that you say at the end of the sales call. To get a higher number of prospects to buy and commit to keeping their purchase is a skill that you can acquire by learning and implementing the practices mentioned in this book. Learn what all goes into being a successful, ongoing closer who is consistent each day, with each prospect, and creates solid sales with prospects who don't return for a refund. Sales Tip #1: Smiling Sales Tip #2: Sales really is a numbers game Sales Tip #3: Always be honest Sales Tip #4: Its okay to not know all the answers in the beginning This book is easy to read, and the information within it is can be quickly and easily applied to your sales process to help you achieve more solid sales! About the Author: Designed by a proven sales professional with two decades of various sales experiences. Sherry Moore has done different types of sales styles from simple appointment setting (which is a part of the sales process) to consultative sales; from face-to-face to telemarketing; inbound and outbound sales; cold leads and warm leads; prospects and client renewals. Sherry has worked in all types of environments - being an entrepreneur since 2007, owning her own sole proprietorship and, before that, having worked in Corporate America for major companies like AT&T Yellow Pages and Verizon Yellow Pages. She's even worked in a call center for U-Haul International. Today, Sherry owns her own sales business. She does sales to gain new clients, and sales or appointment setting for her clients. More recently, she's turned to consulting, training, developing sales processes, and management by building and managing sales teams for her clients. She decided to assist entrepreneurs, business owners, sales people and customer service representatives alike by writing this book. A total of 2 books and 1 workbook were written to help you through your sales journey. Sales Basics: The Art of the Close is Book 2 of the Sales Basics series. Also look for my other books in the series, "Sales Basics" and "Sales Basics Workbook: How Do You Decide To Buy?" Thank you. Signed, Good Selling, Sherry Moore, May 2020 Topics that apply to this book: telemarketing books, closing techniques that really work, big league sales closing techniques, customer success book, customer success professionals handbook, customer success professional, customer success playbook, customer success sales, sales coaching, sales development playbook, sales development, sales enablement, sales growth, sales leadership books, sales negotiation books, sales strategies that close the sale, sales survival

Golf Professionals Handbook of Business

Author : United States Rubber Company
File Size : 59.90 MB
Format : PDF
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The Architect s Handbook of Professional Practice

Author : The American Institute of Architects
File Size : 75.52 MB
Format : PDF, Mobi
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Get the latest information on issues affecting your profession. This annual update of the Handbook offers up-to-the-minute tools and practical guidance that you can put to work in your practice today. Included in this year's Practice Update is an overview of new AIA documents and sample contracts that you can view on a CD-ROM (included). Seven new practice profiles demonstrate how firms of all sizes can increase their business and improve their profits by adding new practice methods and services--such as Design-Led Design-Build--to their portfolios. The expanded practice topics section features seven new topics, including proven techniques for improving client communications and four new services--such as building security assessment--that architects can provide. So keep ahead of the curve and order your update right away.

The Sales Manager s Handbook

Author : Dartnell Corporation
File Size : 64.65 MB
Format : PDF, ePub
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Professional Secretaries International Complete Office Handbook

Author : Susan Jaderstrom
File Size : 25.32 MB
Format : PDF, Kindle
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A guide to the electronic office covers all secretarial responsibilites, including travel and meeting plans, records management, basic bookkeeping, office equipment, supplies, mailing of documents, and more.

The Architect s Handbook of Professional Practice

Author : David S. Haviland
File Size : 77.18 MB
Format : PDF
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Passion

Author : Susie Fields
File Size : 73.19 MB
Format : PDF, Mobi
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Big success in the salon industry begins with Passion, a book written especially for salon professionals by one of the nation's top stylists. Passion will teach you the little things you can do to acheive big success in the salon industryFeatures: -How to increase your clientele by 5-20 customers per month -How to increase sales by 50% -How to create customer loyalty -How to enhance communication and listening skills -How to create balance and accomplish your goals ALSO AVAILABLEAUDIO, ISBN: 1-56253-418-

H 1B Handbook

Author : Austin T. Fragomen
File Size : 76.16 MB
Format : PDF, Kindle
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Tourism Marketing and Management Handbook

Author : Stephen F. Witt
File Size : 51.38 MB
Format : PDF, ePub
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Sales Training Handbook

Author : Jeff Magee
File Size : 48.47 MB
Format : PDF, Mobi
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Includes downloadable, customizable handouts A Time-and-Money Saving Program Designed to Turn Every Sales Manager Into a Skilled Sales Trainer Experience may be a wonderful teacher...but it is only through ongoing sales training and coaching that most sales professionals will reach their full potential. The Sales Training Handbook­­filled with interactive exercises, participant handouts, coaching scripts, and more­­provides the educational and motivational tools you need to conduct performance-based training sessions with your sales force. Designed to help busy sales managers quickly­­and easily­­introduce proven methods to their sales teams, this time-and-money saving coursebook: Covers all major aspects of selling and dealing with customers Focuses on selling skills for basic, intermediate, and advanced level sales professionals Provides sales managers and trainers with an effective, turnkey sales training curriculum Developing training programs is often a full time job in itself, while hiring outside consultants can be costly, inconvenient, and­­worst of all­­ineffective. From beginner techniques through advanced strategies, let The Sales Training Handbook furnish you with the proven training materials you need to train your sales team yourself­­saving time and money while creating a controlled, effective, self-contained sales training program. "It is critical that sales professionals and customer service representatives at the front line have the tools of their craft continually sharpened. The Sales Training Handbook allows your sales professionals to compete head-to-head with sales professionals that have had the luxury of attending a structured sales course for weeks and attain greater results. The 52 mini-seminars will give you the format necessary to guide and lead your team to success." ­­From the Preface The Sales Training Handbook contains everything a sales manager or trainer needs to establish a successful, fundamentally sound sales team. Each mini-seminar is a focused, concise, hands-on tutorial on the finer points of sales and selling­­challenging enough to involve participants without leaving them frustrated or overwhelmed, yet straightforward enough to be completed in just 15-30 minutes. Getting the commitment and the order ... Dealing with objections ... Cross-selling, up-selling, and even down-selling to better serve the client ... Effectively using technology to complement sales efforts ... The Sales Training Handbook provides 52 ready-to-use, results-based training sessions­­complete with customizable trainer scripts and participant handouts that can be easily downloaded from the Internet­­that provide in-depth information and innovative strategies for all major aspects of selling and dealing with customers. Whether you use them to provide a quick training component to a weekly training meeting, or combine selected seminars to create a customized training workshop focused on specific selling skills, the end result will be the same­­measurable, bottom-line, and immediate sales improvements. By combining the best of today's innovative sales skills and technologies with strategies proven on the front lines, Jeff Magee has become one of today's most respected, in-demand sales trainers. Use each of the 52 no-nonsense, technique-filled mini-seminars in his results-based The Sales Training Handbook to noticeably improve your skills as a sales trainer­­and dramatically impact the confidence and success of your sales force.

Quality Progress

Author :
File Size : 25.11 MB
Format : PDF
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The Sales Success Handbook

Author : Linda Richardson
File Size : 45.96 MB
Format : PDF
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To sell today, salespeople must add value, provide perspective, and show customers how a product will solve their specific needs. The Sales Success Handbook outlines a six-step program for hearing and understanding exactly what customers have to say and for selling solutions--instead of just selling products.

The Architect s Handbook of Professional Practice

Author : David Haviland
File Size : 89.24 MB
Format : PDF, ePub, Docs
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The Handbook for Quality Management Second Edition

Author : Thomas Pyzdek
File Size : 90.13 MB
Format : PDF, Kindle
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The definitive guide to organizational excellence--completely updated Fully revised for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/QE) Body of Knowledge, The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition offers in-depth guidance on effectively applying the principles of quality management in today's business environment and delivering superior results. Designed to help you prepare for and pass the ASQ CMQ/QE exam, this authoritative volume also serves as an essential on-the-job reference. Coverage includes: Business-integrated quality systems Organizational structures The quality function Approaches to quality Customer-focused organizations Integrated planning Strategic planning Understanding customer expectations and needs Benchmarking Organizational assessment Process control Quantifying process variation Quality audits Supply chain management Continuous improvement Effective change management Six Sigma methodology, including detailed descriptions of the DMAIC and DMADV approaches Management of human resources Motivation theories and principles Management styles Resource requirements to manage the quality function Over the past 40 years, the quality management discipline has undergone steady evolution from disparate quality assurance efforts to strategic, business-integrated functions. Today's quality manager must be able to plan and implement measurable, cost-effective process-improvement initiatives across the organization. Written by two of the foremost authorities on the subject and fully updated for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge, The Handbook for Quality Management, Second Edition provides an operational guide to the proper understanding and application of quality management in the current business environment. It serves as a primary reference source for an organization's quality program and for anyone seeking to pass the CMQ/OE exam, given by the ASQ. The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition: Clearly defines quality management principles and their application within a cross section of industries Integrates the application of Theory of Constraints, Six Sigma, and Lean thinking into the Quality Management discipline Contains detailed methods for planning, including customer needs recognition, benchmarking, and organizational assessments Discusses controls such as statistical process control, audits, and supply chain management Explains the stages of continuous improvement Incorporates classic motivation theory with more current management practices advocated by Joiner, Senge, and Deming, among others Features simulated and past exam questions to help you study for the ASQ CMQ/OE exam with answers that can be found at www.mhprofessional.com/HQM2

Handbook of Geriatric Care Management

Author : Cathy Cress
File Size : 20.4 MB
Format : PDF, ePub, Mobi
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Nursing

Forthcoming Books

Author : Rose Arny
File Size : 63.97 MB
Format : PDF, Mobi
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