The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth for Your Company Hardcover -

From the jacket flap

Customer Success: The wave of the future of the customer service profession

The customer service model has been the default for businesses for centuries, but in the age of subscription, cloud-based solutions, and Software as a Service (SaaS), that model no longer proves effective. And it is not just technology--every sector is undergoing a fundamental shift in consumer expectations. Customers and businesses are demanding a higher standard. In short, they are demanding customer success.

The Customer Success Manager (CSM) role is one of the fastest growing jobs as a result. This is a global trend that is unlikely to slow because instead of being content with purchasing a product and walking away, customers are purchasing and expecting results. The CSM ensures that customers have the tools, information, and training they need to achieve their desired outcomes. They capture customers' objectives, map out a pathway to achieving them, and measure success against those goals using sophisticated tools and data-based feedback. The Customer Success Professional's Handbook serves as an invaluable resource for anyone working or interested in this emerging function. Whether you're a novice or a seasoned CSM, Account Manager, or in an adjacent role, it offers practical advice you can use right away to deliver meaningful results to your customers--and ultimately revenue growth to your company.

• Build and manage a strong Customer Success team
• Develop your skills to boost effectiveness and employability
• Apply proven strategies to successfully operationalize customer success
• Use practical tips to increase revenue and identify methods for improving results for customers
• Hire the ideal CSM for your organization

Leading forecasters are demonstrating that companies will be hiring CSMs in unprecedented numbers over the coming years. Apply the lessons in The Customer Success Professional's Handbook to develop the competitive edge you need to stand out in the crowd.