The Customer Success Professional's Handbook by Vaidyanathan, Ashvin -- Read -- Imperial Library of Trantor

Index

Contributors Foreword PART I: What Is Customer Success and Why Is It a Great Career?

1 Customer Success Management: The Birth of a New Profession

The Age of the Customer The Critical Missing Function The Birth of the Customer Success Manager Endnotes

2 Defining the Customer Success Manager Role

Goals: Increase Retention, Reduce Churn, Drive Growth The Consumption Gap The Customer Success Equation What Customer Success Management is Not A Career or a Springboard to a Real Profession? Endnotes

PART II: The Core Skills of a Great CSM

3 A Day in the Life of a Customer Success Manager

Putting Customer Success into Practice Being a Customer Success Manager – A Personal Testimonial The Three Core CSM Competencies

4 The CSM Skills Required in an Ever-Evolving Business World

How to Develop Your Industry and Category Knowledge Network with Mentors and Industry Experts Product Expertise Is Your Ticket to Greatness Endnote

5 Learn How to Empathize and Build Relationships with Customers

PART III: Operationalizing Customer Success

7 Defining the Journey to Customer Outcomes

Customer Lifecycle, Journey Map, Customer Journey Segment Your Customers Endnotes

8 Operationalize Your Customer Journey with Moments of Truth

Identifying Your Moments of Truth Sales-to-Onboarding Handoff Welcome the Customer and Onboarding Kickoff Launch or Go-Live New Customer Executive or Champion Business Reviews: For the Executive and More Renewals Endnotes

9 Using Customer Health Scores to Manage Your Customers

Health Scores: How to Know If Your Customers Are Doing Well Designing Your Outcomes Health Score Designing Your Experience Health Score Setting the Right Thresholds Other Frameworks to Design Your Health Score Putting Health Scores to Work for You The Future and Human-Element of Customer Health Scorecards Endnotes

10 Voice of the Customer and Your Tech-Touch Strategy

How to Get Meaningful Customer Feedback The Hidden Value of Customer Feedback Tech Touch: The Secrets of Low-Touch Customer Success Onboarding Tech-Touch Workflow Renewals Management Tech-Touch Workflow Risk Management Tech-Touch Workflow Advocacy Management Tech-Touch Workflow Endnote

11 Help Customers Achieve Their Business Goals

Adoption Management: How to Proactively Manage Product Use and Adoption Success Planning: Make Sure the Customer Gets the Long-Term Results They Expect Identify Business Objectives Strategy Session Document the Plan Track Value Product Experience – Improving Your Product is Your #1 Priority Endnote

PART IV: Retaining and Developing the Best CSMs

13 Managing a Customer Success Team

14 Creating Career Paths for Your Customer Success Managers

Designing CSM as a Career Creating Career Paths within the CS Function Conducting a Comprehensive Talent Review Process Creating Career Paths Between Functions

Conclusion Acknowledgments About the Authors Index End User License Agreement