The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth for Your Company
暫譯: 客戶成功專業人士手冊：如何在全球增長最快的職業之一中蓬勃發展，同時推動公司的成長

Vaidyanathan, Ashvin, Rabago, Ruben

The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth for Your Company
  • 出版商: Wiley
  • 出版日期: 2020-01-15
  • 售價: $1,360
  • 貴賓價: 9.5 折 $1,292
  • 語言: 英文
  • 頁數: 288
  • 裝訂: Hardcover - also called cloth, retail trade, or trade
  • ISBN: 1119624614
  • ISBN-13: 9781119624615

    • 海外代購書籍(需單獨結帳)

商品描述

The definitive "Customer Success Manager How-To-Guide" for the CSM profession from Gainsight, who brought you the market-leading Customer Success

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession--until now.

The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed--from the practitioner level all the way to senior leadership. The authors--acknowledged experts in building, training, and managing Customer Success teams--offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book:

  • Demonstrates how to build, implement, and manage a Customer Success team
  • Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers
  • Provides clear guidance for managers on how to hire a stellar CSM
  • Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities
  • Explains proven methods and strategies for mentoring CSMs throughout their careers
  • Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry's most respected leaders contributing their perspectives

Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.

商品描述(中文翻譯)

來自 Gainsight 的「客戶成功經理實用指南」，是 CSM 職業的權威參考書，Gainsight 也帶來了市場領先的 客戶成功

客戶成功經理已成為商業環境中組織的重要資產。隨著訂閱模式從雲端和 SaaS 擴展到經濟的更多領域，這一關鍵角色的重要性只會增長。因為如果你想在這個新環境中競爭並蓬勃發展，你需要將客戶置於策略的中心。你需要認識到，你不再僅僅是在銷售一個產品。你是在銷售一個結果。客戶成功經理（CSM）致力於通過傾聽客戶、理解他們的需求，並調整產品和服務來實現這些結果。儘管已有幾個現有資源針對客戶成功的必要性進行了探討，但對於 CSM 職業來說，尚無權威的指導手冊——直到現在。

客戶成功專業手冊是 CSM 及相關領域角色的權威參考書。這本實用的首創手冊填補了專業客戶成功文獻中的一個重要空白，提供了每位 CSM 成功所需的知識——從實務層面到高層領導。作者是公認的專家，專注於建立、培訓和管理客戶成功團隊，為有志於成為 CSM 的人和經驗豐富的 CSM 提供現實的指導和實用建議。這本手冊是由實務者為實務者撰寫的。對於一線的客戶成功經理來說，這本急需的書籍是不可或缺的資源：


  • 展示如何建立、實施和管理客戶成功團隊

  • 幫助新任 CSM 發展技能和專業能力，以提高就業競爭力並在職業生涯中成長

  • 為經理提供清晰的指導，教他們如何聘用優秀的 CSM

  • 提出在續約、擴展和客戶倡導機會中推動收入增長所需的實用策略

  • 解釋在 CSM 職業生涯中指導他們的有效方法和策略

  • 提供來自 Gainsight（客戶成功公司）及更廣泛的客戶成功社群的寶貴見解，超過十位行業內最受尊敬的領導者貢獻了他們的觀點

目前，客戶成功經理的職位超過 70,000 個空缺，是全球增長最快的職業之一。客戶成功專業手冊：如何在全球增長最快的職業中蓬勃發展——同時為你的公司推動增長將成為你在 CSM 職業生涯每個階段的必備手冊。

作者簡介

ASHVIN VAIDYANATHAN is the Chief Customer Officer at Gainsight--the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey & Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience.

RUBEN RABAGO is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe.

CONTRIBUTORS

Alan Armstrong, CEO, Eigenworks

Carine Roman, Global Head of Customer Success at LinkedIn Talent Solutions

Chad Horenfeldt, VP of Client Success, Updater

Chrisy Woll, VP of Customer Success, CampusLogic

David Kocher, VP of Customer Success, GE Digital

Easton Taylor, Director of Customer Success, Gainsight

Eduarda Camacho, Executive VP, Customer Operations at PTC

Elaine Cleary, Principal CSM, Director of Education Services, Gainsight

Erin Siemens, SVP Client Success, ADP

John Sabino, Chief Customer Officer, Splunk

Jon Herstein, Chief Customer Officer, Box

Mary Poppen, Chief Customer Officer, Glint

Nadav Shem-Tov, Director of Teammate Success-CS, Gainsight

Patrick Eichen, VP Client Success, Cornerstone OnDemand

Stephanie Berner, Global Head of Customer Success at LinkedIn Sales Solutions

Travis Kaufman, VP of Product Growth, Gainsight

作者簡介(中文翻譯)

ASHVIN VAIDYANATHAN 是 Gainsight 的首席客戶官，該公司專注於客戶成功。Ashvin 在 Gainsight 的職業生涯始於客戶成功經理，並在早期的許多年裡致力於建立新的創新流程。在加入 Gainsight 之前，Ashvin 曾在麥肯錫公司（McKinsey & Company）為企業提供有關市場營銷、銷售和客戶體驗轉型的諮詢服務。在不在 Gainsight 的時候，Ashvin 也擔任多家公司的顧問，專注於客戶成功和客戶體驗的主題。

RUBEN RABAGO 是 Gainsight 的首席策略官。他推出了 Pulse+，這是一個更新版的全球最大客戶成功專業人員教育計劃，並為大學提供課程指導。Ruben 還負責 Gainsight 的社區外展，旨在提升該行業的多樣性。他是 Gainsight 的首批客戶成功經理之一，擁有超過 20 年的經驗，幫助傳統和基於 SaaS 的公司擴展客戶團隊，目前擔任全球客戶成功專業人員的顧問。

貢獻者

Alan Armstrong, Eigenworks 首席執行官
Carine Roman, LinkedIn Talent Solutions 全球客戶成功負責人
Chad Horenfeldt, Updater 客戶成功副總裁
Chrisy Woll, CampusLogic 客戶成功副總裁
David Kocher, GE Digital 客戶成功副總裁
Easton Taylor, Gainsight 客戶成功總監
Eduarda Camacho, PTC 客戶運營執行副總裁
Elaine Cleary, Gainsight 教育服務首席客戶成功經理
Erin Siemens, ADP 客戶成功高級副總裁
John Sabino, Splunk 首席客戶官
Jon Herstein, Box 首席客戶官
Mary Poppen, Glint 首席客戶官
Nadav Shem-Tov, Gainsight 團隊成功總監
Patrick Eichen, Cornerstone OnDemand 客戶成功副總裁
Stephanie Berner, LinkedIn Sales Solutions 全球客戶成功負責人
Travis Kaufman, Gainsight 產品增長副總裁

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