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

Practical Customer Success Management is a comprehensive handbook for CSMs, written by a customer success expert, that aims to increase productivity and consistency of quality of output for managers of all levels. It provides a simple-to-follow, best practice framework for managing customer relationships and achieving business outcomes. The book includes tools and templates for rapid task completion and consistency of approach, and CSMs can adapt and customize them to suit their specific needs.

Format: Paperback / softback
Length: 280 pages
Publication date: 30 June 2021
Publisher: Taylor & Francis Ltd

Practical Customer Success Management is a comprehensive guide for customer success managers (CSMs), authored by a seasoned customer success expert who has coached and trained numerous CSMs across the globe. The book's primary objective is to enhance the productivity and consistency of the quality of output delivered by CSMs, regardless of their level of experience, from novice to seasoned professional. This practical handbook is packed with humorous yet direct advice and assistance to help CSMs navigate the various real-world situations they encounter on a daily basis.

The book adopts a straightforward and easy-to-follow framework that outlines the essential customer success management steps at each stage of the customer journey, leading to business outcome success. It provides clear descriptions and explanations of when and how to apply these steps, along with recommendations for specific activities or tasks that CSMs can undertake to complete each step successfully. Furthermore, the book includes an extensive suite of tools and templates designed to expedite task completion and maintain consistency of approach across multiple customer engagements and within teams of CSMs. Each tool is thoroughly explained within the book, allowing CSMs to adapt and customize them to suit their unique needs.

By implementing the strategies and techniques outlined in Practical Customer Success Management, CSMs can improve their effectiveness, enhance customer satisfaction, and drive revenue growth for their organizations. Whether you are a new CSM looking to establish a strong foundation or an experienced professional seeking to refine your skills, this book is an invaluable resource that will help you achieve your goals and succeed in your role.

Weight: 530g
Dimension: 253 x 179 x 20 (mm)
ISBN-13: 9781032092096