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The Customer Success Professional's Handbook
- How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth for Your Company
- Narrado por: Daniel Henning
- Duración: 7 h y 22 m
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Resumen del Editor
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.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- De: Nick Mehta, Dan Steinman, Lincoln Murphy
- Narrado por: Tim Andres Pabon
- Duración: 8 h y 25 m
- Versión completa
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General
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Narración:
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Historia
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
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Business to Company???
- De S. Wheelhouse en 12-07-18
De: Nick Mehta, y otros
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The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- De: Wayne McCulloch
- Narrado por: Nick Hardcastle
- Duración: 8 h y 6 m
- Versión completa
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General
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Narración:
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Historia
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
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WOW - Actionable Steps
- De livinglikelauren en 12-22-23
De: Wayne McCulloch
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The Customer Success Economy
- Why Every Aspect of Your Business Model Needs a Paradigm Shift
- De: Nick Mehta, Allison Pickens, Maria Martinez - foreword
- Narrado por: Chloe Cannon
- Duración: 10 h y 6 m
- Versión completa
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General
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Narración:
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Historia
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
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Outstanding
- De Amazon Customer en 08-12-21
De: Nick Mehta, y otros
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Objectives and Key Results
- Driving Focus, Alignment, and Engagement with OKRs
- De: Paul R. Niven, Ben Lamorte
- Narrado por: B. J. Harrison
- Duración: 8 h y 50 m
- Versión completa
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General
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Narración:
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Historia
Objectives and Key Results is the first full-fledged reference guide on Objectives and Key Results, a critical-thinking framework designed to help organizations create value through focus, alignment, and better communication. Written by two leading OKRs consultants and researchers, this audiobook provides a one-stop resource for organizations looking to quantify qualitative goals. You'll learn how OKRs came to be and how leading companies use them every day to help teams and employees stretch their thinking about what's possible.
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OKR Implementation to Sustainability
- De Karen E en 12-07-19
De: Paul R. Niven, y otros
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Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- De: Donna Weber
- Narrado por: Donna Weber
- Duración: 5 h y 1 m
- Versión completa
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General
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Narración:
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Historia
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
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Nothing new
- De Earle William en 09-03-24
De: Donna Weber
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
- Versión completa
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General
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Narración:
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Historia
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
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Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- De: Nick Mehta, Dan Steinman, Lincoln Murphy
- Narrado por: Tim Andres Pabon
- Duración: 8 h y 25 m
- Versión completa
-
General
-
Narración:
-
Historia
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
-
-
Business to Company???
- De S. Wheelhouse en 12-07-18
De: Nick Mehta, y otros
-
The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- De: Wayne McCulloch
- Narrado por: Nick Hardcastle
- Duración: 8 h y 6 m
- Versión completa
-
General
-
Narración:
-
Historia
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
-
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WOW - Actionable Steps
- De livinglikelauren en 12-22-23
De: Wayne McCulloch
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The Customer Success Economy
- Why Every Aspect of Your Business Model Needs a Paradigm Shift
- De: Nick Mehta, Allison Pickens, Maria Martinez - foreword
- Narrado por: Chloe Cannon
- Duración: 10 h y 6 m
- Versión completa
-
General
-
Narración:
-
Historia
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
-
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Outstanding
- De Amazon Customer en 08-12-21
De: Nick Mehta, y otros
-
Objectives and Key Results
- Driving Focus, Alignment, and Engagement with OKRs
- De: Paul R. Niven, Ben Lamorte
- Narrado por: B. J. Harrison
- Duración: 8 h y 50 m
- Versión completa
-
General
-
Narración:
-
Historia
Objectives and Key Results is the first full-fledged reference guide on Objectives and Key Results, a critical-thinking framework designed to help organizations create value through focus, alignment, and better communication. Written by two leading OKRs consultants and researchers, this audiobook provides a one-stop resource for organizations looking to quantify qualitative goals. You'll learn how OKRs came to be and how leading companies use them every day to help teams and employees stretch their thinking about what's possible.
-
-
OKR Implementation to Sustainability
- De Karen E en 12-07-19
De: Paul R. Niven, y otros
-
Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- De: Donna Weber
- Narrado por: Donna Weber
- Duración: 5 h y 1 m
- Versión completa
-
General
-
Narración:
-
Historia
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
-
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Nothing new
- De Earle William en 09-03-24
De: Donna Weber
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
- Versión completa
-
General
-
Narración:
-
Historia
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
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The McKinsey Way
- De: Ethan M. Rasiel
- Narrado por: Michael Butler Murray
- Duración: 4 h y 19 m
- Versión completa
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When Fortune 100 corporations are stymied, it's the "McKinsey-ites" whom they call for help. Former McKinsey associate Ethan Rasiel lifts the veil to show you how the secretive McKinsey works its magic, and helps you emulate the firm's well-honed practices in problem solving, communication, and management. Both a behind-the-scenes look at one of the most admired and secretive companies in the business world and a toolkit of problem-solving techniques without peer, The McKinsey Way empowers every business decision maker to become a better strategic player in any organization.
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Great guidance on being an effective consultant
- De Amazon Customer en 09-18-24
De: Ethan M. Rasiel
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Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- De: Jeanne Bliss
- Narrado por: Christine Marshall
- Duración: 7 h y 12 m
- Versión completa
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Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
De: Jeanne Bliss
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Customer Success Manifesto
- How to Get Clients to Stay Longer, Feel Happy and Achieve Better Results
- De: Jay Goncalves, Ben McLellan
- Narrado por: Ben McLellan
- Duración: 5 h y 28 m
- Versión completa
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What are companies like Uber, IKEA, Belgo, and Eurostar doing that makes them so profitable? They know how to scale relationships. But online gurus are lying to you about scaling to hundreds of clients without creating an exceptional customer experience. Ben and I created this book with that in mind. When you feel like there is much more to be done in how you serve your clients, we’ve got you. For a long time, marketers--specifically in the online space--have been making bolder and bolder promises.
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Fantastic read
- De Seth en 02-20-24
De: Jay Goncalves, y otros
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Amaze Every Customer Every Time
- 52 Tools for Delivering the Most Amazing Customer Service on the Planet
- De: Shep Hyken
- Narrado por: Joe Bronzi
- Duración: 5 h y 26 m
- Versión completa
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You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.
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Every business cliche you have ever heard in 52 easy steps
- De Scott J. Jones MD en 01-24-18
De: Shep Hyken
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Moments of Impact
- How to Design Strategic Conversations That Accelerate Change
- De: Chris Ertel, Lisa Kay Solomon
- Narrado por: Sean Pratt
- Duración: 7 h y 32 m
- Versión completa
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Moments of Impact is an audiobook on a mission: to eradicate time-sucking, energy-depleting workshops and meetings. In our fast-changing world, organizations have important challenges and opportunities to address - and no time to waste. Moments of Impact delivers the single most useful resource for managers and leaders who need better strategic conversation - now - to shape the future of their organizations.
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Another audiobook failure. Buy the real book
- De Jonathan en 02-08-15
De: Chris Ertel, y otros
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Attacker's Advantage
- Turning Uncertainty into Breakthrough Opportunities
- De: Ram Charan
- Narrado por: Mark Bramhall
- Duración: 6 h y 8 m
- Versión completa
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In The Attacker's Advantage, Charan reveals the upside of uncertainty for those leaders who are nimbly positioned to anticipate the catalysts of disruption and embrace change. He updates and adapts the principles of his previous best sellers to address the current turbulent business environment, cutting through the veil of complexity to concentrate on the new customer needs and expectations and providing the tools for corporate leaders to take their companies to a higher level.
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Fantastic book - volume lower than usual
- De James Gajewski en 06-14-15
De: Ram Charan
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The Trusted Advisor
- 20th Anniversary Edition
- De: David H. Maister, Robert M. Galford, Charles H. Green
- Narrado por: BJ Harrison
- Duración: 10 h y 38 m
- Versión completa
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In today's fast-paced networked economy, professionals must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough, assert professional advisors David H. Maister, Charles H. Green, and Robert M. Galford. The key to professional success, they argue, is the ability to earn the trust and confidence of clients. In this 20th anniversary edition, Maister, Green, and Galford enrich our understanding of today's society and illustrate how to be effective communicators in a digital world.
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Where’s the PDF?
- De Ken Fridley en 07-05-21
De: David H. Maister, y otros
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Product Roadmaps Relaunched
- How to Set Direction While Embracing Uncertainty
- De: C. Todd Lombardo, Bruce McCarthy, Evan Ryan, y otros
- Narrado por: Theodore O'Brien
- Duración: 6 h y 41 m
- Versión completa
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A good product road map is one of the most important and influential documents an organization can develop, publish, and continuously update. In fact, this one document can steer an entire organization when it comes to delivering on company strategy. This practical guide teaches you how to create an effective product road map, and demonstrates how to use the road map to align stakeholders and prioritize ideas and requests. With it, you’ll learn to communicate how your products will make your customers and organization successful.
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Almost 0 example images (1 table PDF)
- De Steve Soos en 10-17-22
De: C. Todd Lombardo, y otros
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Amp It Up
- Leading for Hypergrowth by Raising Expectations, Increasing Urgency, and Elevating Intensity
- De: Frank Slootman
- Narrado por: Daniel Henning, Frank Slootman
- Duración: 5 h y 35 m
- Versión completa
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Snowflake CEO Frank Slootman is one of the tech world's most accomplished executives in enterprise growth, having led Snowflake to the largest software IPO ever after leading Data Domain and ServiceNow to exponential growth and the public market before that. In Amp It Up, he shares his leadership approach for the first time.
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Must read
- De Patty Post en 01-29-22
De: Frank Slootman
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Financial Literacy for Managers
- Finance and Accounting for Better Decision-Making
- De: Richard A. Lambert
- Narrado por: Kaleo Griffith
- Duración: 5 h y 25 m
- Versión completa
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The language of business. In order to understand how your business is performing right now and to evaluate, assess, and devise new strategies to boost future performance, you need information. Financial statements are a critical source of the information you need. In direct and simple terms, Richard A. Lambert, Miller-Sherrerd Professor of Accounting at the Wharton School of the University of Pennsylvania, demystifies financial statements and concepts and shows you how you can apply this information to make better business decisions for long-term profit.
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Stay away from the audio version
- De Ryan Tollefson en 04-24-14
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The Startup Checklist
- 25 Steps to a Scalable, High-Growth Business
- De: David S. Rose
- Narrado por: David S. Rose
- Duración: 6 h y 59 m
- Versión completa
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The Startup Checklist is the entrepreneur's essential companion. While most entrepreneurship books focus on strategy, this invaluable guide provides the concrete steps that will get your new business off to a strong start. You'll learn the ins and outs of startup execution, management, legal issues, and practical processes throughout the launch and growth phases and how to avoid the critical missteps that threaten the foundation of your business.
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Not good as an Audiobook
- De Carlos E. en 02-20-17
De: David S. Rose
Lo que los oyentes dicen sobre The Customer Success Professional's Handbook
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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- Anonymous User
- 01-19-21
Useful!
This book is a must-read for someone starting in Customer Success. Full of useful and practical information. I recommend it!
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- Placeholder
- 08-23-20
The next step for my transformation from a TAM to a CSM
Being a technical account manager for a Global Software company for 12 years, I was interested in learning and adapting to the skills necessary to be a CSM. Recognizing, I already have a lot of the same concepts, I am happy see how I can apply them to the next level and the next step in my career.
This book was spot on how my company is transforming our team and where individuals should be focusing. .
This book has given me confidence in the direction I’m heading, ideas to bring to my team and excitement to sharing them with my company.
This book clearly defines the framework and execution necessary on the CSM daily responsibilities, business concepts and leadership guidance (career path) and many more.
It was spoken in layman terms and easy to understand. I will be re-reading this in the future and suggesting it my colleagues.
Thank you for writing and publish this book.
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esto le resultó útil a 1 persona
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- Scott
- 08-01-20
CS handbook
As always, Gainsight produces excellent content and advice for customer success as the field and individuals in the industry.
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- Anonymous
- 02-24-22
Great insights
I am just starting my path to this career, I do not even have a job yet. This book will help me prepare for interviews, create 30/60/90 day plans, and transition into a new career. Thank you!
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- guy
- 01-05-24
Detailed with helpful illustrations
Detailed with helpful illustrations for reference when reading or listening. Different perspectives also were helpful.
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- benson
- 04-03-24
Motivation to keep going in CS
This handbook was a great guide for those of us who have been working in the evolving Customer Success field. Provides validation for our experiences that have been previously overlooked and gives clear guidance on what to expect from this career path.
This book was a key factor for my decision to complete an online certification program in CS.
The CS career has evolved over time and there’s been little if any training available after being hired in this role. I’ve worked in the health tech industry since 2007 in various roles including Service Coordinator, Account Manager, Client Services Manager, Implementation Manager, Customer Experience Manager and most recently Customer Success Manager. Strategic direction and performance criteria were lacking and yet expectations were set very high.
Today I needed to be sure this is a stable, respected & strategic role with growth potential in my industry before investing time and resources to complete another certification program. And now I know this is the right choice for me!
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- Lydia
- 06-01-22
Great content!! Narrating sounds like a computer
Absolutely loved the content. Super insightful into the customer success world. It was so difficult to listen to the narrator, that I had to buy the book & read it the old fashion way. If you’re happy with the sample reading I’m sure you’ll be fine (I should’ve listened to the sample)
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- Amazon Customer
- 08-13-23
Omg. Read a job description and you have what you need to know
Endless babble. If you find this book useful good for you. But at the end of the day work somewhere and learn from people that have done it.
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