Delivered in partnership with the Discovery Foundation Technology Education Program
THE SILICON VALLEY MODEL FOR GROWING RECURRING REVENUE AND REDUCING CUSTOMER CHURN
Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often ‘stuck’ after purchasing. Therefore, all of the ‘post-sale’ experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.
Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind interactive workshop to help you and your team make it work in your company.
- Understand the context that led to the start of the Customer Success movement and how it applies to your business
- Build a Customer Success strategy proven by the most competitive companies in the world
- Develop an action plan for structuring the Customer Success organization, tearing your customers, and developing the right cross-functional playbooks
co-author of bestselling “Customer Success”