Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success

ISBN-13: 9780367182762 / Angielski / Twarda / 2019 / 246 str.

Richard Adams

Opis

This book provides a simple-to-follow best practice framework that explains what the core CSM (customer success management) steps are at each stage of the customer journey to business outcome success.

Spis treści

Acknowledgments. Who is This Book For?. Foreword. About the Author. Introduction. Chapter 1: An Overview of the Customer Success Manager’s Role. Chapter 2: Readiness for Customer Success Management. Chapter 3: Customer Success Management Tasks, Tools and Techniques. Chapter 4: Practical CSM Framework Stage 1: Preparation. Chapter 5: Practical CSM Framework Phase 2: Commitment. Chapter 6: Practical CSM Framework Phase 3: Onboarding. Chapter 7: Practical CSM Framework Phase 4: Adoption Planning Part 1 – Concepts. Chapter 8: Practical CSM Framework Stage 4: Adoption Planning Part 2 - Practice. Chapter 9: Practical CSM Framework Phase 5: Adoption Implementation. Chapter 10: Practical CSM Framework Phase 6: Value Realization. Chapter 11: Practical CSM Framework Phase 7: Engagement Evaluation. Chapter 12: Concluding Thoughts.

O autorze

Rick Adams is an independent author, trainer and consultant, specializing in helping companies of all types and sizes deliver measurable business value for their customers. Adams has over 25 years’ experience of helping companies to realize business success, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Over the years, Adams has delivered training and consultancy to many hundreds of businesses and thousands of sales, technical and customer success professionals in over 30 countries across four continents. His recent work includes the development and delivery of a global certification program on customer success management for Cisco Systems Inc. In addition to authoring many training manuals and presentations, he has written numerous technical articles for　US-based and UK-based publications with worldwide distribution. He is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri. His current focus is on helping individuals and companies develop best practices in customer success management and in business outcomes focused selling.