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Customer Success: Como as empresas inovadoras descobriram que a melhor forma de aumentar a receita é garantir o sucesso dos clientes
De onde virá a receita do seu negócio no futuro? Sua empresa ainda é daquelas que têm que "matar um leão por dia" para fechar o mês? Já ouviu falar em receita recorrente? Acha que customer success é assunto para empresas de tecnologia ou startups? Se essas e outras dúvidas lhe ocorreram, você precisa ler Customer Success para descobrir que, muito além de um neologismo, trata-se de uma nova estratégia para lidar com os modelos de negócios baseados em serviços em vez de produtos, em uso ao invés de propriedade. Seja qual for o segmento em que atua, direta ou indiretamente, você será impactado por esse fenômeno.
Customer success tem a ver com a geração de receita através da criação de drivers de retenção ativa de clientes, de redução do churn, e estratégias de upselling para maximizar o valor do cliente ao longo do seu ciclo de vida, o LTV (Lifetime Value). Customer Success vai muito além da satisfação dos clientes. É saber que a sobrevivência da sua empresa depende do sucesso do negócio do seu cliente, e a partir daí adequar estruturas e processos para crescer de forma rentável e contínua.
Customer Success: como as empresas inovadoras descobriram que a melhor forma de aumentar a receita é garantir o sucesso dos clientes, vai ajudá-lo a:
Compreender o contexto que levou ao início do movimento de customer success
Construir uma estratégia de customer success comprovada pelas empresas mais competitivas do mundo
Implementar um plano de ação para estruturar a função customer success em sua empresa
Os clientes querem produtos que os ajudem a alcançar seus próprios resultados. Ao assegurar que seus clientes obtenham valor com seus produtos ou serviços, você está protegendo as receitas recorrentes e criando um cliente para toda a vida. Customer Success mostra como dar início à revolução centrada no cliente e a mantê-la no longo prazo.
Customer success tem a ver com a geração de receita através da criação de drivers de retenção ativa de clientes, de redução do churn, e estratégias de upselling para maximizar o valor do cliente ao longo do seu ciclo de vida, o LTV (Lifetime Value). Customer Success vai muito além da satisfação dos clientes. É saber que a sobrevivência da sua empresa depende do sucesso do negócio do seu cliente, e a partir daí adequar estruturas e processos para crescer de forma rentável e contínua.
Customer Success: como as empresas inovadoras descobriram que a melhor forma de aumentar a receita é garantir o sucesso dos clientes, vai ajudá-lo a:
Compreender o contexto que levou ao início do movimento de customer success
Construir uma estratégia de customer success comprovada pelas empresas mais competitivas do mundo
Implementar um plano de ação para estruturar a função customer success em sua empresa
Os clientes querem produtos que os ajudem a alcançar seus próprios resultados. Ao assegurar que seus clientes obtenham valor com seus produtos ou serviços, você está protegendo as receitas recorrentes e criando um cliente para toda a vida. Customer Success mostra como dar início à revolução centrada no cliente e a mantê-la no longo prazo.
272 pages, Paperback
First published February 29, 2016
702 people are currently reading
2001 people want to read
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Displaying 1 - 30 of 108 reviews
May 18, 2018
I can't lie. This book is boring as shit but I'm the head of a growing customer success team and this is the CS bible at the moment so I'm working my way through it. Even a stopped clock gives the right time twice a day and so it is that every couple of pages there is some useful information but man it is wildly unfocused and unsure of who it's audience is. Sigh.
March 19, 2020
Must read for anyone in Customer Success.
Customer Success is NOT Customer Support. It is pro-active, analytics-focused, and productive. One of the focuses of the role is the use of data to actively determine which customers should be acted on either because they appear to be at risk or because they see an upsell opportunity.
The author shares the 10 key laws of CS.
"Customers don’t buy your solution to use its features, they buy your solution because they want to achieve a business objective."
Customer Success is NOT Customer Support. It is pro-active, analytics-focused, and productive. One of the focuses of the role is the use of data to actively determine which customers should be acted on either because they appear to be at risk or because they see an upsell opportunity.
The author shares the 10 key laws of CS.
"Customers don’t buy your solution to use its features, they buy your solution because they want to achieve a business objective."
August 20, 2019
Solid overview of the function, why it’s risen in prominence, how to think about it in your organization, and helpful templates/how tos
June 14, 2018
There are a few interesting ideas in this book, but what bother me the most is that it could be condensed into a long blog post and actually be more impactful.
July 30, 2019
O livro traz uma série de reflexões sobre a disciplina de customer success (CS). Em linhas gerais, os principais fatores que orientam uma gestão de CS são: aquisição de novos clientes; aumento das taxas de retenção e crescimento das vendas para os clientes atuais.
Gerenciando os fatores acima, a organização reduzirá/gerenciará a evasão, promoverá o aumento do valor dos contratos com os atuais clientes e melhorará a experiência e a satisfação dos clientes.
Independente da natureza do negócio, a organização deve procurar clientes que sejam bem sucedidos com o produto/serviço oferecido por ela, desta forma, eles continuarão como clientes e comprarão mais.
Os autores provocam as disciplinas de vendas e de marketing ao reforçarem que a gestão do sucesso dos clientes vai além de um contrato assinado ou da entrega de uma mensagem sobre a proposta de valor do produto/serviço. No fundo, pelo bem da sustentabilidade do negócio, todas as ações de CS, marketing e vendas deveriam ter como direcionamento receita previsível e lealdade duradoura.
Por fim, existem negócios que demandam uma gestão de CS mais customizada com os clientes (high touch), outros que a gestão de CS pode ser mais procesualizada (low touch) e, por fim, quando a base de clientes é ampla demais, tecnologias devem ser utilizadas para garantir um fluxo de gestão do CS (tech touch).
Uma ótima leitura para compreender a importância de garantir uma boa experiência dos clientes.
Gerenciando os fatores acima, a organização reduzirá/gerenciará a evasão, promoverá o aumento do valor dos contratos com os atuais clientes e melhorará a experiência e a satisfação dos clientes.
Independente da natureza do negócio, a organização deve procurar clientes que sejam bem sucedidos com o produto/serviço oferecido por ela, desta forma, eles continuarão como clientes e comprarão mais.
Os autores provocam as disciplinas de vendas e de marketing ao reforçarem que a gestão do sucesso dos clientes vai além de um contrato assinado ou da entrega de uma mensagem sobre a proposta de valor do produto/serviço. No fundo, pelo bem da sustentabilidade do negócio, todas as ações de CS, marketing e vendas deveriam ter como direcionamento receita previsível e lealdade duradoura.
Por fim, existem negócios que demandam uma gestão de CS mais customizada com os clientes (high touch), outros que a gestão de CS pode ser mais procesualizada (low touch) e, por fim, quando a base de clientes é ampla demais, tecnologias devem ser utilizadas para garantir um fluxo de gestão do CS (tech touch).
Uma ótima leitura para compreender a importância de garantir uma boa experiência dos clientes.
December 30, 2021
If you work in a company which:
- has recurring revenues,
- or at least aspires to have repeatable transactions with its clients
that book will help you build a customer success machine. The book includes everything: from genesis to precise steps which you should undertake to make sure that your customers your happy and are eager to recommend you.
Most of those tips we tested on ourselves at Casbeg - most of them worked (when it comes to some tips I just prefer my own... substitutes).
Even if you don't do repeatable transactions with your clients - it will help measure their satisfaction and structure how your customer service work.
- has recurring revenues,
- or at least aspires to have repeatable transactions with its clients
that book will help you build a customer success machine. The book includes everything: from genesis to precise steps which you should undertake to make sure that your customers your happy and are eager to recommend you.
Most of those tips we tested on ourselves at Casbeg - most of them worked (when it comes to some tips I just prefer my own... substitutes).
Even if you don't do repeatable transactions with your clients - it will help measure their satisfaction and structure how your customer service work.
February 12, 2021
A great summary of the customer success theme, with details on its origin, main elements, “laws” established by specialists, and a vision of the future for the practice of generating value for customer retention and increased business revenue.
1. Sell to the right customer.
2. Customers and vendors tend to drift apart naturally.
3. Customers expect you to make them wildly successful.
4. Relentlessly monitor and manage customer health.
5. You can no longer build loyalty through only personal relationships.
6. Product is your only scalable differentiator.
7. Obsessively improve time-to-value.
8. Deeply understand your customer metrics.
9. Drive customer success through hard metrics.
10. It’s a top-down, company-wide commitment.
1. Sell to the right customer.
2. Customers and vendors tend to drift apart naturally.
3. Customers expect you to make them wildly successful.
4. Relentlessly monitor and manage customer health.
5. You can no longer build loyalty through only personal relationships.
6. Product is your only scalable differentiator.
7. Obsessively improve time-to-value.
8. Deeply understand your customer metrics.
9. Drive customer success through hard metrics.
10. It’s a top-down, company-wide commitment.
June 14, 2020
This is a great introduction to Customer Success. People interested in understanding what Customer Success is and what ain't will find a wide explanation about how to integrate this "new" area in the center of business as Subscription Economy' is requiring it.
10 Laws for Customer Success are very interesting stuff to provide guidance for this philosophy.
Quite good to also provide an overview of each differentiator with Sales, CX, and Customer Support.
Customer Success is a philosophy for always presales by creating loyalty preference with customers throughout archiving retention and Success for Customers, Partners, and Your company.
July 16, 2018
Very good book if you are looking at how to bring Customer Success into your organization.
August 23, 2020
Success
January 3, 2020
This book is a great starting point to get to know the "new" art of creating customer success teams in a business. It is mostly focused on SaaS-companies, but stresses that customer success as a concept is not confined to the realm of subscription based companies looking for the "wow" - effect, but the principles can be applied cross industries.
The book is built around the 10 Laws of Customer Success, and even if these are all important and great concepts, the fact that they are written by 10 different customer success professionals is somewhat distracting. The reason being that the 10 different people, have 10 different ways of writing. This is not a major flaw in the book, but it clearly makes for a more "difficult read". The content of the book is valuable to all that have any stake in the customer success department of any company, and is well worth the read. I bought it on Audible, but will probably buy it as either a hardcover book or on Kindle, to use as a reference and future readign.
The book is built around the 10 Laws of Customer Success, and even if these are all important and great concepts, the fact that they are written by 10 different customer success professionals is somewhat distracting. The reason being that the 10 different people, have 10 different ways of writing. This is not a major flaw in the book, but it clearly makes for a more "difficult read". The content of the book is valuable to all that have any stake in the customer success department of any company, and is well worth the read. I bought it on Audible, but will probably buy it as either a hardcover book or on Kindle, to use as a reference and future readign.
September 15, 2020
Um pouco óbvio demais. Conceitos bem básicos e repetitivos. Não diria que foi tempo perdido mas agregou pouco
January 29, 2023
Customer success is the lifeblood of any organisation, and Nick Mehta does a masterful job of showing just how essential it is in his book. Mehta takes the reader on a journey through the importance of customer success in every aspect of a business, expertly weaving it into the organisation's fabric. The book's structure, built around "laws" contributed by success managers from top-notch companies, was incredibly compelling.
This book was a treasure trove of creative and practical ideas that can be implemented, providing a flexible framework that can be moulded to fit any unique situation.
Something which I plan on doing!
While I found the occasional repetition in the text, it only reinforced the significance of the subject matter.
Customer success is a critical component of any successful business which is becoming more important as everything in life moves towards the subscription model. This book does an excellent job of highlighting just how vital it is. I give it a well-deserved 4 out of 5 stars and eagerly anticipate Nick Mehta's next literary offering, which is due to be released this year.
This book was a treasure trove of creative and practical ideas that can be implemented, providing a flexible framework that can be moulded to fit any unique situation.
Something which I plan on doing!
While I found the occasional repetition in the text, it only reinforced the significance of the subject matter.
Customer success is a critical component of any successful business which is becoming more important as everything in life moves towards the subscription model. This book does an excellent job of highlighting just how vital it is. I give it a well-deserved 4 out of 5 stars and eagerly anticipate Nick Mehta's next literary offering, which is due to be released this year.
Read
October 6, 2025I stopped about halfway through, and should’ve stopped much sooner, or not started at all. It’s for SaaS companies, not professional service companies. It has some relevance to professional service companies, but if you’ve been providing customer service for more than a few months, you likely won’t learn much.
Notes
Customer Success for Traditional Nonrecurring Revenue Businesses
“Customer success” is creating loyalty (especially attitudinal loyalty) by delivering value.
Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart
Don’t mistake demanding customers for unsuccessful ones. The most successful customers may seem unhappy because they’re pushing boundaries. Traits that make them demanding are also likely to ensure they get maximum value from you, so they ask for more.
Law 3: Customers Expect You to Make Them Wildly Successful
Understand what success means to customer
• How, specifically, will they measure success? How, specifically, is their team measured for success?
• According to those metrics, are they currently succeeding?
• What’s their experience along the way?
Notes
Customer Success for Traditional Nonrecurring Revenue Businesses
“Customer success” is creating loyalty (especially attitudinal loyalty) by delivering value.
Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart
Don’t mistake demanding customers for unsuccessful ones. The most successful customers may seem unhappy because they’re pushing boundaries. Traits that make them demanding are also likely to ensure they get maximum value from you, so they ask for more.
Law 3: Customers Expect You to Make Them Wildly Successful
Understand what success means to customer
• How, specifically, will they measure success? How, specifically, is their team measured for success?
• According to those metrics, are they currently succeeding?
• What’s their experience along the way?
October 27, 2020
The book centres around some CS principles / laws and it covers at great length the concepts the Nick wishes to convey.
This is a good read for a CEO (someone in Nick's role) who is serious in implementing a CS philosophy company-wide. It's almost inconceivable that most management can take such audacious decisions because it turns the current management philosophy on its head.
I think someone who heads this department and is not necessarily the CXO will find the concepts too anachronistic and for him, driving consensus amongst larger audience in corporate, will be near impossible in the next 3-5 years.
I do wish if Nick had given a practitioners (for the CS HEAD) approach to this topic rather than an executive approach, it would have been better and a general phased ideation into getting to the absolute stage - a 3-4 year journey
One more thing was that this book lacked a lot of examples where a reader can draw inspiration from, maybe such companies are very few and hence the relatability of concepts falls flat.
Lastly, it felt like a really long read and some of the chapters can be abridged for reader comfort
Overall, I think it does address several key areas and I want to thank the authors for taking the time to share their perspective
This is a good read for a CEO (someone in Nick's role) who is serious in implementing a CS philosophy company-wide. It's almost inconceivable that most management can take such audacious decisions because it turns the current management philosophy on its head.
I think someone who heads this department and is not necessarily the CXO will find the concepts too anachronistic and for him, driving consensus amongst larger audience in corporate, will be near impossible in the next 3-5 years.
I do wish if Nick had given a practitioners (for the CS HEAD) approach to this topic rather than an executive approach, it would have been better and a general phased ideation into getting to the absolute stage - a 3-4 year journey
One more thing was that this book lacked a lot of examples where a reader can draw inspiration from, maybe such companies are very few and hence the relatability of concepts falls flat.
Lastly, it felt like a really long read and some of the chapters can be abridged for reader comfort
Overall, I think it does address several key areas and I want to thank the authors for taking the time to share their perspective
January 15, 2021
I have managed customer success functions in the past. I was Chief Customer Officer in one of my previous organization. It was one of the first time an executive was given this title. My colleagues were asking me what a CCO does. The good news that my answer was almost in line with the role of CCO provided in this book.
This is a very practical book which talks about the importance of customer success in any organization. Customer Success has overlap with a lot of other functions e.g. account management, post-sales, customer support, and marketing. This book provides boundaries for customer success function and how it should be built and managed.
Few downsides: The book becomes repetitive at times. Additionally, the authors should have added more real-life examples from the industry.
I recommend this book for CEOs, CBOs, people who want to choose customer success as a career and CCOs (of course!)
This is a very practical book which talks about the importance of customer success in any organization. Customer Success has overlap with a lot of other functions e.g. account management, post-sales, customer support, and marketing. This book provides boundaries for customer success function and how it should be built and managed.
Few downsides: The book becomes repetitive at times. Additionally, the authors should have added more real-life examples from the industry.
I recommend this book for CEOs, CBOs, people who want to choose customer success as a career and CCOs (of course!)
October 4, 2017
O conteudo a partir da Parte II fica extremamente interessante. Achei muito inteligente a abordagem dos tipos de clientes através do comportamento e contatos. Mais ainda quando se enquadra essa abordagem nos 10 princípios (apresentado por outros autores).
Dei 4 estrelas porque a primeira parte do livro teve uma fundamentação não muito boa. Em alguns pontos tive que reler e outros me perdi um pouquinho. Acho mais legal ler alguma coisa de Dom Pepper e Martha Rogers, instead.
Confesso que dei alguns saltos na terceira parte do livro, pois percebi que, assim como os últimos tres princípios é necessário ler e montar um esquema pra ja aplicar de forma prática.
Eu li esse livro porque comheci, o licon murphy, e achei ele muito enfático em sua palestra sobre churn. Valeu a pena! Recomendo!
Dei 4 estrelas porque a primeira parte do livro teve uma fundamentação não muito boa. Em alguns pontos tive que reler e outros me perdi um pouquinho. Acho mais legal ler alguma coisa de Dom Pepper e Martha Rogers, instead.
Confesso que dei alguns saltos na terceira parte do livro, pois percebi que, assim como os últimos tres princípios é necessário ler e montar um esquema pra ja aplicar de forma prática.
Eu li esse livro porque comheci, o licon murphy, e achei ele muito enfático em sua palestra sobre churn. Valeu a pena! Recomendo!
December 27, 2017
The book covers perfectly and briefly the change to the "subscription economy". It's well written and I particularly liked the 10 rules of Customer Success, and how each of the chapters addressing them is organised and written.
Don't get scared if you're not in SaaS/or any other subscription type of business, this book will apply to you but there might be fragments/chapters here and there that won't fit 100%.
Sometimes the book feels a little bit repetitive, but I noticed this in pretty much all the business related books.
Overall, a great read for anyone who does customer success, but I would recommend it to anyone who is in Sales/Marketing or leading a subscription-based company.
October 27, 2020
Provides the building blocks for subscription-based SaaS organizations to develop a Customer Success team in their business. A necessary component of a technology company, this book references successful CS organizations within companies like Salesforce to act as a blueprint to develop a team, the steps to consider, the fundamental rules of engagement for a CS team, and the shift in company perception to both recognize and support CS as a critical element of future success. Gets a bit dry and repetitive toward the end, which I believe is just to drive the point home. Easy to read with many real world examples, this is a great starter book that lays the groundwork for anyone wanting to understand the crucial role of Customer Success.
November 14, 2024
This is a fantastic reference on the origins, purpose, and core tenants on Customer Success for business. I’m reading it through a tech/SaaS lens where it’s very relevant but there are applications to different industries as well.
The book is broken into 10 laws which are well explained, many of them are obvious but still work exploring, as just because something is obvious doesn’t mean companies do it well or it isn’t easy.
Much of the guidance ages well, however since this book was published in 2016 I’m sure much has changed and much of the practical advice could be refreshed. Regardless, still a valuable read especially for anyone in a business with reoccurring revenue business models.
The book is broken into 10 laws which are well explained, many of them are obvious but still work exploring, as just because something is obvious doesn’t mean companies do it well or it isn’t easy.
Much of the guidance ages well, however since this book was published in 2016 I’m sure much has changed and much of the practical advice could be refreshed. Regardless, still a valuable read especially for anyone in a business with reoccurring revenue business models.
August 9, 2017
The book defines clearly what is and what isn't Customer Success.
Prepare to be presented to an entirely different approach of how to run a business.
This book does more than just explain the concept. They also teach you 'how' and 'why' apply this philosophy to your company in a very direct way with very good analogies. Like this one that I liked the most:
"In a recurring revenue business, there's no such thing as post-sales. Every single activity is a pre-sales activity."
The power is on the customers' hands and this is forcing companies to change.
This book will help you change in the right direction.
Prepare to be presented to an entirely different approach of how to run a business.
This book does more than just explain the concept. They also teach you 'how' and 'why' apply this philosophy to your company in a very direct way with very good analogies. Like this one that I liked the most:
"In a recurring revenue business, there's no such thing as post-sales. Every single activity is a pre-sales activity."
The power is on the customers' hands and this is forcing companies to change.
This book will help you change in the right direction.
August 28, 2017
This is the definitive book on customer success. The 10 laws are a must read for all CS leaders and aspiring leaders. Law #1 "sell to the right customer" seems obvious but isn't as you have to keep living as your business changes. There must be alignment across CS, Sales and Product.
The book states the obvious but creates actionable steps to ensure that you prevent possible sources of churn.
There is also a logical breakdown between high touch, low touch and tech touch customers.
One of the most important chapters is law #9: drive customer success through hard metrics. Jon emphasizes leveraging your CS tools to have much more in depth 1:1 conversations with your CSMs.
The book states the obvious but creates actionable steps to ensure that you prevent possible sources of churn.
There is also a logical breakdown between high touch, low touch and tech touch customers.
One of the most important chapters is law #9: drive customer success through hard metrics. Jon emphasizes leveraging your CS tools to have much more in depth 1:1 conversations with your CSMs.
February 5, 2018
Useful. I picked up a Customer Success team last year and wanted to make sure I was being the best leader I could for them. I picked up 7 or 8 ideas that I will implement that will improve our process and make the team's life easier. The book is easy to digest and it held my attention. I found the 10 Laws of Customer Success to be particularly valuable. This book does a good job providing value if your company's connection to customers is purely digital, or a high-touch enterprise sale, or a low-touch service like we provide. The metrics will help me ensure we are on track.
November 28, 2018
In some aspect the title of this book should have been "Duh!".
Customer Success brings together a number of items a company may be doing but is doing uncoordinated, reactively and inefficiently.
This book is about creating passionate customers. It will ultimately improve retention and increase recurring sales. Proactively work with customers, define and capture a customer health score.
Implement this and transitioning the company, organization, and practices to this is a lot harder however.
Customer Success brings together a number of items a company may be doing but is doing uncoordinated, reactively and inefficiently.
This book is about creating passionate customers. It will ultimately improve retention and increase recurring sales. Proactively work with customers, define and capture a customer health score.
Implement this and transitioning the company, organization, and practices to this is a lot harder however.
January 10, 2019
This book really opened up my mind as to why CS is so important and why SaaS and signature companies are so big right now.
The book tells a brief story about the origins of Customer Success, which really sets the tone as to why this discussion is so important.
Every major fundament for dealing with CS is explained, as well as how they would work for non-SaaS companies, which is a very nice touch.
All in all, a very nice beginner's guide for Customer Success.
The book tells a brief story about the origins of Customer Success, which really sets the tone as to why this discussion is so important.
Every major fundament for dealing with CS is explained, as well as how they would work for non-SaaS companies, which is a very nice touch.
All in all, a very nice beginner's guide for Customer Success.
August 16, 2020
I would never have picked this book on my own but it was recommended to me. I am so glad I listened to it! A lot of the principles translate to People Ops and managing the work force or other functions. Very clear, easy to understand, and can leave you with easy steps and action items to bring to your team.
Some key concepts:
- create attitudinal loyalty
- concentrate on building value not relationships with your customers
- measure time to value
- measure measure measure and leverage data
Some key concepts:
- create attitudinal loyalty
- concentrate on building value not relationships with your customers
- measure time to value
- measure measure measure and leverage data
July 2, 2021
This book is super boring and doesn't seem to know who its audience is. I think it would be a good book for someone who has zero knowledge of CS, but even then, it's all over the place with the content.
From a practical standpoint, there isn't much to gain here. It's a lot of theory (and some healthy amounts of fluff).
I honestly think most of these chapters could have been reduced to a solid blog post and it would have been more effective.
From a practical standpoint, there isn't much to gain here. It's a lot of theory (and some healthy amounts of fluff).
I honestly think most of these chapters could have been reduced to a solid blog post and it would have been more effective.
October 19, 2024
It's a good reading for people completely out of Customer Success/Service/Experience field who want to grasp the sense of direction where to dig further. But you won't find any rocket science here or best practices if you hold any CS-related position for over a year. And yes, it might have been a long blog post rather than a book ;)
I read it because it was in the recommended literature by SuccessCoaching team and eventually just soothed myself down that it's a quick and easy reading.
Read it on if you're a newbie to CS!
I read it because it was in the recommended literature by SuccessCoaching team and eventually just soothed myself down that it's a quick and easy reading.
Read it on if you're a newbie to CS!
July 5, 2018
The bad: nothing in specific.
The good: a great CSM manual which encompasses all different kinds of situations, from drop in customer health to the initial enablement/adoption, to different ways of dealing with high touch, low tech and "tech touch" customers. A very complete and comprehensive manual. Excellent read.
The good: a great CSM manual which encompasses all different kinds of situations, from drop in customer health to the initial enablement/adoption, to different ways of dealing with high touch, low tech and "tech touch" customers. A very complete and comprehensive manual. Excellent read.
December 26, 2018
After my first year as a Customer Success Manager, this book highlights most of the challenges that I see everyday. It offers good insight about how to think about the customer journey but also the subtle sales pitch for more technology. Overall it was a good read and reiterates how the role should adapt.
Displaying 1 - 30 of 108 reviews