Mastering Customer Success: Discover tactics to decrease churn and expand revenue

Cover
Copyright
Foreword
Contributors
About the reviewers
Table of Contents
Preface
Part 1: Foundational Concepts for Business Success
Chapter 1: Optimizing Your Key Metrics for Growth
	Understanding the S.M.A.R.T. approach to metrics goals
	Aligning CS with business goals
	Individual versus team goals in CS metrics
	Customer engagement metrics
		Quantitative metrics – where evidence emerges
		Qualitative metrics – how evidence takes on a human dimension
	Customer lifetime value
	Summary
Chapter 2: Building a Strong Foundation – Key Knowledge for Success
	Strategies for effective customer prioritization
		Looking into the details of segmentation and tiering
		Understanding CLTV
	Soft skills of exceptional CSMs
		Empathy
		Communication
		Building relationships
		Analytical skills
		Learning to manage time
		Feedback
		Looking at a few interrelated skills
		Public speaking
	CSM-specific and CS operations-specific skills
	Summary
Chapter 3: Strategies for Effective Book of Business Management
	Proactive versus reactive
		How to be more proactive
	Strategies for effective customer prioritization
		Preliminary considerations
		Segmentation
		Strategic importance
	Scaling for success
	Building your sales partnerships
		Relationship
		Account planning and management
		Growth and development
	Summary
Part 2: Optimizing Customer-Centric Strategies
Chapter 4: Streamlining Onboarding and Boosting Engagement
	Onboarding
	Driving engagement
		Key considerations for driving engagement
	Summary
Chapter 5: Building Referenceable Customers
	Why referenceable customers are key to success
	Strategies for building referenceable customers
		Identifying potential advocates
		Cultivating advocates
		Showcasing your advocates
	Summary
Chapter 6: Leveraging Data for Customer Success
	Data for CS through an internal lens
	Understanding user/customer behaviors and patterns of product use
		A short dive into consumption analytics
	Assessing risk and developing predictive customer retention strategies
		Risk variables
	Refining personalization for more precise expansion approaches
	Data for CS through an external lens
		Improving the quality of product guidance for customers to drive deeper trust
		Strengthening long-term customer relationships and nurturing the growth of customer advocacy
		Measuring customer progress toward the successful attainment of desired outcomes
	Summary
Chapter 7: Building Your Customer Success Inner Circle
	Determining the right relationships to build internally
		Product development and engineering
		Sales
		Support and technical assistance
		Marketing
		Training and education
		Finance and legal
		Executive leadership
	How to build internal relationships
		Initiating internal relationships
		Nurturing internal relationships
	Summary
Part 3: Navigating the Customer Success Landscape
Chapter 8: Strategies for Retention and Expansion in Your Business
	The math of retention and expansion
	Land and expand is more involved than people think
	Exhibiting excellence as individual CSMs in retention and expansion
	How to identify upsell and cross-sell opportunities
	Summary
Chapter 9: Mastering Crisis Management for Business Resilience
	Identifying crises
	Preparing for crises
	Effective communication during a crisis
	Post-crisis management
	Summary
Chapter 10: The Exciting Future of Customer Success
	Shifting toward more personalized and proactive customer engagements
	Expanding career opportunities
	The evolving skill requirements of CSMs
	Summary
Index
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