May 2024
Intermediate to advanced
170 pages
5h 36m
English
Overview
Mastering Customer Success provides a thorough exploration into the practices and strategies essential for excelling in customer success management. Through case studies, expert insights, and practical advice, you will learn how to decrease churn, expand revenue streams, and build resilient CS organizations. This book is a vital guide to becoming a leader in fostering customer relationships.
What this Book will help me do
- Understand and implement strategies for effective customer engagement to decrease churn.
- Learn techniques to segment accounts and design processes to align customer needs with business goals.
- Master the development of actionable playbooks to enhance the efficiency of your CS operations.
- Gain insights on leveraging technology and collaboration to enhance customer value and experience.
- Become proficient in methodologies for creating ideal customer profiles to tailor engagement strategies.
Author(s)
Jeff Mar and Peter Armaly are recognized experts and consultants in Customer Success. With years of experience leading and advising CS teams, their practical knowledge enriches every chapter. Their collaborative approach brings a wealth of industry experience to help professionals succeed in demanding customer-facing roles.
Who is it for?
Mastering Customer Success is designed for professionals in customer success roles, from aspiring CSMs to seasoned managers, looking to deepen their expertise. This book is perfect if you are familiar with B2B environments and basic CS concepts and want to elevate your strategic impact. It is ideal for those aiming for measurable improvement in customer relationships and organizational growth.
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