Customer Success

How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

By: Nick Mehta, Dan Steinman, Lincoln Murphy

Narrated by: Tim Andres Pabon

Length: 8 hrs and 25 mins

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

Narrator reads this wrong

The narrator constantly is reading B2C as "Business to company" when it should be "Business to consumer" and this is super distracting.

Amazing info for managers who comes from the tech

Just essential! Really a guidebook to managers with the tough mission of conquesting customers every single day!

Good content don’t buy the audible

Content is good voice narration sounds very robotic. Awful narration had to stop it it was so bad and had to get the book. Good luck if you bought the audio.

Must Read

Amazing Read for all sales and customer success individuals. Entrepreneurs or just anyone. You will not be let down.

Good Info, clueless reader

Great voice and Info but the reader/speaker doesn’t know the meaning behind several business terms and may confuse readers. Ex B2C is business to consumer NOT business to company as the speaker stated , and SAAS is not subscription as a service, it’s software as a service. This is a good read for those familiar with business terms already.

A good book about Customer Success

It's a good book and must-read for Customer Success Managers and Customer Success Focus Companies, with clear explanations and examples. You will find good advice here and there. My only concern is for the Audible version because the narrator clearly uses the abbreviation kinda wrong. The book uses "B2C", but the narrator uses "Business To Company"; or "SaaS" to "Subscription as a Service". Whoever decided to translate these terms was clearly not in the know.

Applicable examples

Articulate and straight forward. With a few less “best of breed” and other overused phrases this book would be flawless.

U know this ?

Then be specific - cite examples - the tools and techniques described are a master class ! Thanks

Great data at the beginning.

The value of the data seems to decline as the book goes on, find it too repetitive by the end. At the same time some might find it a positive thing.

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.