Customer Success, Lincoln Murphy
Customer Success, Lincoln Murphy
13 Rating(s)
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Customer Success
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Author: Lincoln Murphy, Dan Steinman, Nick Mehta

Narrator: Tim Andres Pabon

Unabridged: 8 hr 25 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 07/01/2017

Synopsis

Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month, or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.

Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell, and advocacy. The customer success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, customer success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company.

Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

Reviews

Goodreads review by Camille on May 17, 2018

I can't lie. This book is boring as shit but I'm the head of a growing customer success team and this is the CS bible at the moment so I'm working my way through it. Even a stopped clock gives the right time twice a day and so it is that every couple of pages there is some useful information but man......more

Goodreads review by Charles on June 14, 2018

There are a few interesting ideas in this book, but what bother me the most is that it could be condensed into a long blog post and actually be more impactful.......more

Goodreads review by Raphael on July 30, 2019

O livro traz uma série de reflexões sobre a disciplina de customer success (CS). Em linhas gerais, os principais fatores que orientam uma gestão de CS são: aquisição de novos clientes; aumento das taxas de retenção e crescimento das vendas para os clientes atuais. Gerenciando os fatores acima, a orga......more

Goodreads review by Jacek on December 30, 2021

If you work in a company which: - has recurring revenues, - or at least aspires to have repeatable transactions with its clients that book will help you build a customer success machine. The book includes everything: from genesis to precise steps which you should undertake to make sure that your custom......more

Goodreads review by Rodrigo on February 12, 2021

A great summary of the customer success theme, with details on its origin, main elements, “laws” established by specialists, and a vision of the future for the practice of generating value for customer retention and increased business revenue. 1. Sell to the right customer. 2. Customers and vendors t......more

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