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Control Your Customer: A Guidebook for Customer Success Managers
This book is for CSMs (Customer Success Managers). Your customers are complex collections of people that have different needs, different objectives and different vocabularies. Understanding how to engage these complex organizations and having tools and tactics to do so, can help make you an exceptional CSM.
This book was originally written as a collection of lessons that I’ve used to train CSMs over the last twelve years. I’ve spent thousands of hours teaching my teams some of these concepts and I’ve never had a reliable and consistent way to teach them at scale. This book is intended to lay a foundation and to provide a common vocabulary across your team so you can execute swiftly and in concert. There are all sorts of different tricks, concepts, lessons etc. Some of these may present in the moment and others are much more significant topics that warrant training, practice and repetition. Some, you may be very aware of already and others not so much.
This book was originally written as a collection of lessons that I’ve used to train CSMs over the last twelve years. I’ve spent thousands of hours teaching my teams some of these concepts and I’ve never had a reliable and consistent way to teach them at scale. This book is intended to lay a foundation and to provide a common vocabulary across your team so you can execute swiftly and in concert. There are all sorts of different tricks, concepts, lessons etc. Some of these may present in the moment and others are much more significant topics that warrant training, practice and repetition. Some, you may be very aware of already and others not so much.
127 pages, Kindle Edition
Published December 28, 2022
9 people are currently reading
14 people want to read
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Displaying 1 - 2 of 2 reviews
March 22, 2023
Damien's book, 'Control Your Customer', is an absolute game-changer for anyone looking to excel in customer success. His insights and strategies are practical, easy to implement, and incredibly effective. One of the key points emphasized by Damien is the importance of engaging different levels of contacts - Strategic, Tactical, and Operational (STO). He provides a comprehensive framework for developing strong customer relationships, by providing value to the customer in every touchpoint. I particularly appreciated his practical tips for handling difficult customer situations with grace and professionalism. Overall, 'Control Your Customer' is a must-read for anyone looking to elevate their customer success game.
December 31, 2024
Full of useful and practical advice
This book should be a must-read for all CSMs esp those managing Enterprise/large ARR accounts. Damien’s real-world experience shines through in this book full of practical and useful advice. I’ll be buying copies for my team and updating our CSM training.
This book should be a must-read for all CSMs esp those managing Enterprise/large ARR accounts. Damien’s real-world experience shines through in this book full of practical and useful advice. I’ll be buying copies for my team and updating our CSM training.
Displaying 1 - 2 of 2 reviews