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The Customer Success Pioneer Kellie Lucas

The Customer Success Pioneer par Kellie Lucas

The Customer Success Pioneer Kellie Lucas


€18.00
État - Comme neuf
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Résumé

This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

The Customer Success Pioneer Résumé

The Customer Success Pioneer: The first 12 months of your journey into growth Kellie Lucas

*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!*

  • Are you a Customer Success Executive or making your way up the Customer Success ladder?
  • Do you want to transform churn into maximum recurring revenue and growth?
  • Are you looking for a clear route to an established framework?
  • Are you determined to be proactive, rather than constantly firefighting, with your customers?
  • Is your company invested in or implementing a customer-focused philosophy?

If you answered yes to any of these questions, this book is for you!
Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.

The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

The Customer Success Pioneer Avis

The book provides a thorough overview on what is customer success. Most of the book expands on the author's experience in building a customer success organization from the ground up. It's rich with examples, including questions you should ask yourself, how to measure your success, how to scale your team etc.
Definitely worth a good read.

* Amazon.com *

À propos de Kellie Lucas

Kellie Lucas is a Founding Director at ForseLucas, the consulting business which helps C-Suite executives and their teams establish and maximise their revenue growth engine through Customer Success. A founding member of the European Customer Success network, she works with her peers to pioneer the emerging profession and co-founded CustomerSuccessNetwork.org, EMEA's primary Customer Success community. Kellie is a regular speaker at conferences such as SuccessCon, Pulse Europe and CSU Live. Beginning her career in Finance and transferring to IT, she spent over 20 years consulting for and with enterprise businesses like HSBC, Barclays, IBM, Deloitte and Vodafone. Kellie then moved to Ghana to work with anti-slavery NGO Challenging Heights and continues to lend her voice to the third sector wherever possible to extend the reach of her passion to help people achieve their dreams and goals. She is an NLP Master Practitioner providing expert leadership, coaching and mentoring to her peers and clients in project and relationship management, most specifically with a focus on Customer Success.

Sommaire

List of figures xiii

Acknowledgements xv

Foreword xvii

Part I Welcome to your journey 1

Customer Success is...? 3

How to use this book 19

Part II Design. Implement. Measure. Evolve (DIME) 29

1.0 DIME cycle stage: Design 31

1.1 Research 32

1.2 Success is made of strong foundations and firm beliefs 45

1.3 Planning for Implementation 75

2.0 DIME cycle stage: Implement 129

2.1 Commit and communicate 130

2.2 Portfolio management 145

2.3 Roles and resources 157

3.0 DIME cycle stage: Measure 165

3.1 Analysis and review 166

3.2 Customer Health 173

3.3 Demonstrating Value 188

4.0 DIME cycle stage: Evolve 205

4.1 Iterate 206

4.2 Scale Customer Success 219

4.3 Team development 233

Key imperatives for your journey 249

Glossary 253

Resources 263

About the author 267

Informations supplémentaires

GOR010793085
9781788600392
1788600398
The Customer Success Pioneer: The first 12 months of your journey into growth Kellie Lucas
Occasion - Comme neuf
Broché
Practical Inspiration Publishing
20191025
224
N/A
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