Customer Success
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
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Narrated by:
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Tim Andres Pabon
About this listen
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
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- Length: 10 hrs and 13 mins
- Unabridged
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The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.
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Best book I have read on Digital Transformation
- By Holistic Health on 10-20-17
By: Isaac Sacolick
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- By: Nicholas J. Webb
- Narrated by: James Foster
- Length: 7 hrs and 1 min
- Unabridged
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The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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Must read if you are looking for a way to improve your business
- By Anonymous User on 05-06-20
By: Nicholas J. Webb
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Attacker's Advantage
- Turning Uncertainty into Breakthrough Opportunities
- By: Ram Charan
- Narrated by: Mark Bramhall
- Length: 6 hrs and 8 mins
- Unabridged
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In The Attacker's Advantage, Charan reveals the upside of uncertainty for those leaders who are nimbly positioned to anticipate the catalysts of disruption and embrace change. He updates and adapts the principles of his previous best sellers to address the current turbulent business environment, cutting through the veil of complexity to concentrate on the new customer needs and expectations and providing the tools for corporate leaders to take their companies to a higher level.
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Fantastic book - volume lower than usual
- By James Gajewski on 06-14-15
By: Ram Charan
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Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- By: Stephen Wunker, David Farber, Jessica Wattman
- Narrated by: Tim Andres Pabon
- Length: 4 hrs and 52 mins
- Unabridged
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Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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YouTube talks are better.
- By BizTech Readings on 12-27-16
By: Stephen Wunker, and others
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The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- By: Sean Ammirati, Richard Florida - foreword
- Narrated by: Fajer Al-Kaisi
- Length: 6 hrs and 57 mins
- Unabridged
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The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
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Awesome book
- By Josh on 04-29-16
By: Sean Ammirati, and others
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
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Overall
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Performance
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Story
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
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Delivers on 1/2 of its Subtitle
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The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
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The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.
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thank you
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This book will help you put customers at the center of what you do, and in turn, grow your business. For any business to thrive, random initiatives in customer experience (CX) must evolve into a strategic, cohesive plan that accelerates growth and innovation. Traditionally, crafting a CX transformation strategy has been complex and time-intensive, often leading to it being overlooked. CX Wheel simplifies the creation of a comprehensive CX strategy by distilling the key elements of CX onto a single-page, actionable CX transformation plan. CX Wheel lays out a road-tested, how-to CX ...
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Painful to listen!
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Hi, I’m Wes Bush, founder of the Product-Led Institute. And in Product-Led Growth, I show you how you can cut your acquisition costs and scale further than you ever thought possible...by making your product the tool that helps you acquire, convert, and retain customers. But what does it mean to be "product-led"? How do you know if a product-led growth strategy makes sense for your business? And most importantly, how do you execute it? You’ll find answers to all of these questions inside this audiobook.
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A must read!
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The Revenue Acceleration Playbook
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Overall
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Performance
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Story
The fact is, product-centered pitching simply doesn’t cut it anymore. Buyers don’t want to hear about your product’s features—they want to hear about how it can solve their problems or help them reach their goals. In The Revenue Acceleration Playbook, sales and marketing expert Brent Keltner introduces a proven go-to-market framework to increase personalization and authenticity across every step of the buyer journey—from initial buyer engagement and prospecting, to closing new deals and expanding customer relationships, to growing target market segments.
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Not For Me
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Never Lose a Customer Again
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Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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Message tainted by using shady biz as examples
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By: Joey Coleman
What listeners say about Customer Success
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Florian Laplantif
- 02-18-22
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.
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- Cliente Kindle
- 09-18-19
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!
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- Naota H.
- 04-07-21
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.
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1 person found this helpful
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- Brendan Quinn
- 05-28-21
Must Read
Amazing Read for all sales and customer success individuals. Entrepreneurs or just anyone. You will not be let down.
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- Cameron Howard
- 05-27-22
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.
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- Anonymous User
- 08-26-21
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.
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- LR
- 09-19-18
Applicable examples
Articulate and straight forward. With a few less “best of breed” and other overused phrases this book would be flawless.
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- Scott Sleeper
- 03-14-20
U know this ?
Then be specific - cite examples - the tools and techniques described are a master class ! Thanks
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- S. Wheelhouse
- 12-07-18
Business to Company???
Lots of practical ideas from a variety of contributors. I have the print version as well, the narrator interpreted B2C as Business to Company, rather than Consumer - it confused me for the first half of the book.
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8 people found this helpful
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- Matthew Frederickson
- 07-24-20
Beginners coverage of digital transformation
Great concepts and details about business changes due to continued digital transformation. Could have been much shorter as it was 60% Salesforce ad and common sense, 20% how to tie SalesForce into you strategy, and 10% great info. Still very worth the listen. If you are not a SalesForce fan you may want to skip.
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1 person found this helpful