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Publisher's Summary

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. Customer Success is the first-of-its-kind resource for business leaders who need best-in-class guidance for developing a recurring revenue business.

Software as a service (SaaS) businesses led the charge into the subscription economy, and this guidebook is highly relevant to leaders of those companies by providing a methodology for creating the infrastructure and teams to both renew and upsell customers. The success of SaaS companies has spread across industries, and now all types of businesses are looking to convert to a subscription or pay-as-you-go model, or at least add a like component to their existing business model. Leaders in these situations can equally benefit from the A-to-Z coverage inside, which walks you from the very beginnings of the Customer Success movement to the latest best practices and success stories.

The practical chapters are rated by relevance to business type for quick reference and focused learning. Additionally, this next-level tool doesn't stop at a singular perspective but features authorial contributions from today's leading Customer Success practitioners, who share their personal insights into the realities of focusing a company on the success of its customers.

Whether this is your first step into a recurring revenue business model or you need to revamp your SaaS company into the big leagues, this game-changing presentation by three industry influencers from the leading company in Customer Success gives you the understanding and solutions you're looking for, including:

  • The 10 laws of Customer Success, including complete explanations, real-world examples, and customized information for different business needs
  • How cloud technology has redefined Customer Success and what a customer-centric company needs to do to maintain a competitive edge
  • An in-depth look at the critical technology needed for outstanding Customer Success
  • Easy-to-understand approaches to capturing the sophisticated metrics that drive prosperous customer-centric programs

©2016 Gainsight (P)2017 Gildan Media LLC

What members say

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Well structured and highly informative

What did you love best about Customer Success?

The book delivers on the promise of its cover. It became a little too technically practical for me, but that's only relative to my expectations. Those looking forward to actually implementing the concepts in organizations will love it even more.

What other book might you compare Customer Success to and why?

The 1-page marketing plan. Like that book, this one follows an outstanding structure that demonstrates research and masterful content organization.

Did the narration match the pace of the story?

The narration is good. There are some questionable passages where we learn phrases such as "Business to company" (after hearing "business to business"), or "Subscription as a service", ... This may be the author, the narrator, or the listener (me), but maybe that's also where a printed book makes particular sense.

Any additional comments?

The author combines good technical knowledge with real experience to lift the concept of customer success to the level of intuitive and practical knowledge for the reader.

How each chapter is organized and how all chapters are sequenced form a refreshingly pleasant and effectual way to write a book that's more and better than an outpouring of reference content.People in the software industry will be more likely to take more out of this book, as that is the author's background and that didn't escape the pages of the book. Most examples and even whole new concepts are grounded in the software delivery system. That, however, is just about predisposition, because the book makes the point of contextualizing in dedicated sections/chapters the applicability of customer success to businesses outside the (subscription-based) software paradigm.

I have learned to appreciate books that make a census of all that's related to their subject matter and set out to specifying it in light of all that it has to be contrasted with. It's a pleasure following such a book reading journey, it is a pleasure following this book's journey.

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Great food for thought when starting a CS org

Where does Customer Success rank among all the audiobooks you’ve listened to so far?

This is my first audiobook, but the quality is great so far.

Who was your favorite character and why?

Nick is everyone's favorite character. Jeans and a three piece suit.

What about Tim Andres Pabon’s performance did you like?

Clear speaking, and great for listening along while at work.

Any additional comments?

Fantastic information and a great primer for any of you that are entering the world of Customer Success.

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  • Anonymous User
  • 02-15-18

great read

very informative and practical CS advice. enjoyed & agreed with their mindset and approach. Will definitely be applying the learning in my CS job