-
The Customer Success Professional's Handbook
- How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth for Your Company
- Narrado por: Daniel Henning
- Duración: 7 h y 22 m
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Resumen del Editor
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.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- De: Nick Mehta, Dan Steinman, Lincoln Murphy
- Narrado por: Tim Andres Pabon
- Duración: 8 h y 25 m
- Versión completa
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General
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Narración:
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Historia
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
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Business to Company???
- De S. Wheelhouse en 12-07-18
De: Nick Mehta, y otros
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The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- De: Wayne McCulloch
- Narrado por: Nick Hardcastle
- Duración: 8 h y 6 m
- Versión completa
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General
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Narración:
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Historia
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
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WOW - Actionable Steps
- De livinglikelauren en 12-22-23
De: Wayne McCulloch
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The Customer Success Economy
- Why Every Aspect of Your Business Model Needs a Paradigm Shift
- De: Nick Mehta, Allison Pickens, Maria Martinez - foreword
- Narrado por: Chloe Cannon
- Duración: 10 h y 6 m
- Versión completa
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General
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Narración:
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Historia
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
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Outstanding
- De Amazon Customer en 08-12-21
De: Nick Mehta, y otros
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Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- De: Donna Weber
- Narrado por: Donna Weber
- Duración: 5 h y 1 m
- Versión completa
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General
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Narración:
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Historia
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
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Not great
- De Roger “Roge” Reger en 03-07-24
De: Donna Weber
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Customer Success Manifesto
- How to Get Clients to Stay Longer, Feel Happy and Achieve Better Results
- De: Jay Goncalves, Ben McLellan
- Narrado por: Ben McLellan
- Duración: 5 h y 28 m
- Versión completa
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General
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Narración:
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Historia
What are companies like Uber, IKEA, Belgo, and Eurostar doing that makes them so profitable? They know how to scale relationships. But online gurus are lying to you about scaling to hundreds of clients without creating an exceptional customer experience. Ben and I created this book with that in mind. When you feel like there is much more to be done in how you serve your clients, we’ve got you. For a long time, marketers--specifically in the online space--have been making bolder and bolder promises.
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Fantastic read
- De Seth en 02-20-24
De: Jay Goncalves, y otros
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Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- De: Jeanne Bliss
- Narrado por: Christine Marshall
- Duración: 7 h y 12 m
- Versión completa
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General
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Narración:
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Historia
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
De: Jeanne Bliss
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Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- De: Nick Mehta, Dan Steinman, Lincoln Murphy
- Narrado por: Tim Andres Pabon
- Duración: 8 h y 25 m
- Versión completa
-
General
-
Narración:
-
Historia
The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.
-
-
Business to Company???
- De S. Wheelhouse en 12-07-18
De: Nick Mehta, y otros
-
The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- De: Wayne McCulloch
- Narrado por: Nick Hardcastle
- Duración: 8 h y 6 m
- Versión completa
-
General
-
Narración:
-
Historia
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
-
-
WOW - Actionable Steps
- De livinglikelauren en 12-22-23
De: Wayne McCulloch
-
The Customer Success Economy
- Why Every Aspect of Your Business Model Needs a Paradigm Shift
- De: Nick Mehta, Allison Pickens, Maria Martinez - foreword
- Narrado por: Chloe Cannon
- Duración: 10 h y 6 m
- Versión completa
-
General
-
Narración:
-
Historia
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
-
-
Outstanding
- De Amazon Customer en 08-12-21
De: Nick Mehta, y otros
-
Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- De: Donna Weber
- Narrado por: Donna Weber
- Duración: 5 h y 1 m
- Versión completa
-
General
-
Narración:
-
Historia
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
-
-
Not great
- De Roger “Roge” Reger en 03-07-24
De: Donna Weber
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Customer Success Manifesto
- How to Get Clients to Stay Longer, Feel Happy and Achieve Better Results
- De: Jay Goncalves, Ben McLellan
- Narrado por: Ben McLellan
- Duración: 5 h y 28 m
- Versión completa
-
General
-
Narración:
-
Historia
What are companies like Uber, IKEA, Belgo, and Eurostar doing that makes them so profitable? They know how to scale relationships. But online gurus are lying to you about scaling to hundreds of clients without creating an exceptional customer experience. Ben and I created this book with that in mind. When you feel like there is much more to be done in how you serve your clients, we’ve got you. For a long time, marketers--specifically in the online space--have been making bolder and bolder promises.
-
-
Fantastic read
- De Seth en 02-20-24
De: Jay Goncalves, y otros
-
Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- De: Jeanne Bliss
- Narrado por: Christine Marshall
- Duración: 7 h y 12 m
- Versión completa
-
General
-
Narración:
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Historia
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
De: Jeanne Bliss
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Objectives and Key Results
- Driving Focus, Alignment, and Engagement with OKRs
- De: Paul R. Niven, Ben Lamorte
- Narrado por: B. J. Harrison
- Duración: 8 h y 50 m
- Versión completa
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General
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Narración:
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Historia
Objectives and Key Results is the first full-fledged reference guide on Objectives and Key Results, a critical-thinking framework designed to help organizations create value through focus, alignment, and better communication. Written by two leading OKRs consultants and researchers, this audiobook provides a one-stop resource for organizations looking to quantify qualitative goals. You'll learn how OKRs came to be and how leading companies use them every day to help teams and employees stretch their thinking about what's possible.
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OKR Implementation to Sustainability
- De Karen E en 12-07-19
De: Paul R. Niven, y otros
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General
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Historia
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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The Outcome Generation
- How a New Generation of Technology Vendors Thrives Through True Customer Success
- De: Paul J Henderson
- Narrado por: Paul Henderson
- Duración: 4 h y 29 m
- Versión completa
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General
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Narración:
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Historia
Stand aside, we’re coming through! That’s the cry of a new generation of technology vendors. They have a new approach to enabling success for their customers. And they’re thriving as a result. These vendors all have subscription pricing at the heart of their business. Each has learned that if customers don’t feel they’ve had success, recurring revenue doesn’t grow, and may even decline. What makes them different? They have absolute clarity about what the customer considers success to be. And they’ve built their business around enabling that success.
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Valuable read for all Product Owners
- De Anonymous User en 11-07-23
De: Paul J Henderson
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The Vision-Driven Leader
- 10 Questions to Focus Your Efforts, Energize Your Team, and Scale Your Business
- De: Michael Hyatt
- Narrado por: Michael Hyatt
- Duración: 4 h y 48 m
- Versión completa
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General
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Narración:
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Historia
In The Vision-Driven Leader, New York Times best-selling author Michael Hyatt offers six tools for crafting an irresistible vision for your business, rallying your team around the vision, and distilling it into actionable plans that drive results.
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Helpful and Challenging
- De Addison Roberts en 03-31-20
De: Michael Hyatt
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Limited Liability Companies for Dummies
- 3rd Edition
- De: Jennifer Reuting
- Narrado por: Stina Nielsen
- Duración: 14 h y 57 m
- Versión completa
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General
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Narración:
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Historia
Limited Liability Companies For Dummies, 3rd Edition offers a clear, concise guide that explains the pros and cons of LLCs, and shares insider tips on everything from choosing your members and your company name to creating and filing your Articles of Organization and managing day-to-day operations. You'll find the most current, real-world advice on customizing an LLC for your specific business needs, creating a great operating agreement, keeping accurate records, and new information on federal regulations and fees that are applicable to LLCs.
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Good all around, thorough, understandable
- De Philo en 08-05-19
De: Jennifer Reuting
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Product-Led Onboarding: How to Turn New Users into Lifelong Customers
- Product-Led Growth Series, Book 2
- De: Ramli John
- Narrado por: Ramli John
- Duración: 3 h y 16 m
- Versión completa
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General
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Narración:
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Historia
Let’s face it. Today’s users are impulsive and easily distracted. They don’t have the time (or patience) to try and figure things out by themselves. They expect the product to be intuitive, easy, and fast. What’s more, they want more than they paid (or didn’t pay) for, and they want it now.
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I wish someone else has read it.
- De G. Mutlu en 11-23-23
De: Ramli John
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Empowered
- Ordinary People, Extraordinary Products
- De: Marty Cagan, Chris Jones
- Narrado por: Marty Cagan
- Duración: 11 h y 9 m
- Versión completa
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General
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Narración:
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Historia
What is it about the top tech product companies such as Amazon, Apple, Google, Netflix, and Tesla that enables their record of consistent innovation? Most people think it's because these companies are somehow able to find and attract a level of talent that makes this innovation possible. But the real advantage these companies have is not so much who they hire, but rather how they enable their people to work together to solve hard problems and create extraordinary products.
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Where’s the meat?
- De Scott en 01-14-22
De: Marty Cagan, y otros
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The Trusted Advisor
- 20th Anniversary Edition
- De: David H. Maister, Robert M. Galford, Charles H. Green
- Narrado por: BJ Harrison
- Duración: 10 h y 38 m
- Versión completa
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General
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Historia
In today's fast-paced networked economy, professionals must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough, assert professional advisors David H. Maister, Charles H. Green, and Robert M. Galford. The key to professional success, they argue, is the ability to earn the trust and confidence of clients. In this 20th anniversary edition, Maister, Green, and Galford enrich our understanding of today's society and illustrate how to be effective communicators in a digital world.
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Where’s the PDF?
- De Ken Fridley en 07-05-21
De: David H. Maister, y otros
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Personal Finance for Dummies, 9th Edition
- De: Eric Tyson MBA
- Narrado por: Steven Jay Cohen
- Duración: 20 h y 34 m
- Versión completa
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General
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Narración:
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Historia
Take stock of your financial situation From budgeting, saving, and reducing debt, to making timely investment choices and planning for the future, Personal Finance for Dummies, 9th Edition provides fiscally conscious listeners with the tools they need to take charge of their financial life. This new edition includes coverage of an extensive new tax bill that took effect in 2018. Plus, it covers emerging investing interests like technology and global investing, cryptocurrencies, pot stocks, the lifestyle changes occurring with millennials, and more.
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Cannot get past the narration
- De Cory Warnick en 07-28-19
De: Eric Tyson MBA
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Small Business for Dummies
- 5th Edition
- De: Eric Tyson MBA, Jim Schell
- Narrado por: Mike Chamberlain
- Duración: 17 h y 52 m
- Versión completa
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General
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Narración:
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Historia
Small Business for Dummies has been a leading resource for starting and running a small business. Calling upon their more than six decades of combined experience running small businesses, Eric Tyson and Jim Schell once again provide time-tested advice and the latest information on starting and growing a small business.
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Where is the .pdf?
- De Benjamin en 03-07-23
De: Eric Tyson MBA, y otros
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Gap Selling: Getting the Customer to Yes
- How Problem-Centric Selling Increases Sales by Changing Everything You Know About Relationships, Overcoming Objections, Closing and Price
- De: Keenan
- Narrado por: Keenan
- Duración: 5 h y 47 m
- Versión completa
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General
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Narración:
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Historia
People don't buy from people they like. No! Your buyer doesn't care about you or your product or service. It's not your job to overcome objections, it's your buyer's. Closing isn't a skill of good salespeople; it's the skill of weak salespeople. Price isn't the main reason salespeople lose the sale. Gap Selling shreds traditional and closely held sales beliefs that have been hurting salespeople for decades. For years, salespeople have embraced a myriad of sales tactics and belief systems that have unknowingly created many of the issues they have been trying to avoid.
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SPIN selling with more EQ mixed in
- De Amazon Customer en 09-28-19
De: Keenan
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The Goal
- A Process of Ongoing Improvement - 30th Anniversary Edition
- De: Eliyahu M. Goldratt, Jeff Cox
- Narrado por: uncredited
- Duración: 11 h y 45 m
- Versión completa
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General
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Narración:
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Historia
In this intriguing business novel, which illustrates state-of-the-art economic theory, Alex Rogo is a UniCo plant manager whose factory and marriage are failing. To revitalize the plant, he follows piecemeal advice from an elusive former college professor who teaches, for example, that reduction in the efficiency of some plant operations may make the entire operation more productive. Alex's attempts to find the path to profitability and to engage his employees in the struggle involve the listener; and thankfully the authors' economic models.
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The Goal - still relevant today
- De Wooden Nichols en 05-03-15
De: Eliyahu M. Goldratt, y otros
Lo que los oyentes dicen sobre The Customer Success Professional's Handbook
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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- Anonymous User
- 01-19-21
Useful!
This book is a must-read for someone starting in Customer Success. Full of useful and practical information. I recommend it!
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- Placeholder
- 08-23-20
The next step for my transformation from a TAM to a CSM
Being a technical account manager for a Global Software company for 12 years, I was interested in learning and adapting to the skills necessary to be a CSM. Recognizing, I already have a lot of the same concepts, I am happy see how I can apply them to the next level and the next step in my career.
This book was spot on how my company is transforming our team and where individuals should be focusing. .
This book has given me confidence in the direction I’m heading, ideas to bring to my team and excitement to sharing them with my company.
This book clearly defines the framework and execution necessary on the CSM daily responsibilities, business concepts and leadership guidance (career path) and many more.
It was spoken in layman terms and easy to understand. I will be re-reading this in the future and suggesting it my colleagues.
Thank you for writing and publish this book.
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esto le resultó útil a 1 persona
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- Scott
- 08-01-20
CS handbook
As always, Gainsight produces excellent content and advice for customer success as the field and individuals in the industry.
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- Anonymous
- 02-24-22
Great insights
I am just starting my path to this career, I do not even have a job yet. This book will help me prepare for interviews, create 30/60/90 day plans, and transition into a new career. Thank you!
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- guy
- 01-05-24
Detailed with helpful illustrations
Detailed with helpful illustrations for reference when reading or listening. Different perspectives also were helpful.
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- benson
- 04-03-24
Motivation to keep going in CS
This handbook was a great guide for those of us who have been working in the evolving Customer Success field. Provides validation for our experiences that have been previously overlooked and gives clear guidance on what to expect from this career path.
This book was a key factor for my decision to complete an online certification program in CS.
The CS career has evolved over time and there’s been little if any training available after being hired in this role. I’ve worked in the health tech industry since 2007 in various roles including Service Coordinator, Account Manager, Client Services Manager, Implementation Manager, Customer Experience Manager and most recently Customer Success Manager. Strategic direction and performance criteria were lacking and yet expectations were set very high.
Today I needed to be sure this is a stable, respected & strategic role with growth potential in my industry before investing time and resources to complete another certification program. And now I know this is the right choice for me!
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- Lydia
- 06-01-22
Great content!! Narrating sounds like a computer
Absolutely loved the content. Super insightful into the customer success world. It was so difficult to listen to the narrator, that I had to buy the book & read it the old fashion way. If you’re happy with the sample reading I’m sure you’ll be fine (I should’ve listened to the sample)
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- Amazon Customer
- 08-13-23
Omg. Read a job description and you have what you need to know
Endless babble. If you find this book useful good for you. But at the end of the day work somewhere and learn from people that have done it.
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