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The Customer Success Professional's Handbook
- How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth for Your Company
- Narrated by: Daniel Henning
- Length: 7 hrs and 22 mins
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Publisher's summary
The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession - until now.
The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed - from the practitioner level all the way to senior leadership. The authors - acknowledged experts in building, training, and managing Customer Success teams - offer real-world guidance and practical advice for aspiring and experienced CSMs alike.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
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WOW - Actionable Steps
- By livinglikelauren on 12-22-23
By: Wayne McCulloch
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The Customer Success Economy
- Why Every Aspect of Your Business Model Needs a Paradigm Shift
- By: Nick Mehta, Allison Pickens, Maria Martinez - foreword
- Narrated by: Chloe Cannon
- Length: 10 hrs and 6 mins
- Unabridged
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Overall
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Performance
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Story
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
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Outstanding
- By Amazon Customer on 08-12-21
By: Nick Mehta, 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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Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- By: Donna Weber
- Narrated by: Donna Weber
- Length: 5 hrs and 1 min
- Unabridged
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Overall
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Performance
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Story
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
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Nothing new
- By Earle William on 09-03-24
By: Donna Weber
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HBR at 100
- The Most Influential and Innovative Articles from Harvard Business Review's First Century
- By: Harvard Business Review
- Narrated by: Carolyn Jania, Jonathan Yen
- Length: 17 hrs and 7 mins
- Unabridged
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Overall
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Performance
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Story
Harvard Business Review is the foremost destination for smart management thinking. Now, at its 100th anniversary, this commemorative volume brings together the most influential ideas since its inception. With thought leaders including Michael E. Porter, W. Chan Kim and Renée Mauborgne, Rosabeth Moss Kanter, Peter Drucker, and Clayton M. Christensen, this book puts HBR's greatest concepts at your fingertips. You'll learn how these groundbreaking ideas continue to be relevant in today's business context—and what to keep in mind as you prepare for the future.
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Unbelievable !! Fantastic!!
- By BARRY on 12-12-23
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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
- Unabridged
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Overall
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Performance
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Story
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.
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Business to Company???
- By S. Wheelhouse on 12-07-18
By: Nick Mehta, and others
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The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- By: Wayne McCulloch
- Narrated by: Nick Hardcastle
- Length: 8 hrs and 6 mins
- Unabridged
-
Overall
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Performance
-
Story
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
-
-
WOW - Actionable Steps
- By livinglikelauren on 12-22-23
By: Wayne McCulloch
-
The Customer Success Economy
- Why Every Aspect of Your Business Model Needs a Paradigm Shift
- By: Nick Mehta, Allison Pickens, Maria Martinez - foreword
- Narrated by: Chloe Cannon
- Length: 10 hrs and 6 mins
- Unabridged
-
Overall
-
Performance
-
Story
If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.
-
-
Outstanding
- By Amazon Customer on 08-12-21
By: Nick Mehta, and others
-
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
-
Overall
-
Performance
-
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.
-
-
If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
-
Onboarding Matters
- How Successful Companies Transform New Customers into Loyal Champions
- By: Donna Weber
- Narrated by: Donna Weber
- Length: 5 hrs and 1 min
- Unabridged
-
Overall
-
Performance
-
Story
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
-
-
Nothing new
- By Earle William on 09-03-24
By: Donna Weber
-
HBR at 100
- The Most Influential and Innovative Articles from Harvard Business Review's First Century
- By: Harvard Business Review
- Narrated by: Carolyn Jania, Jonathan Yen
- Length: 17 hrs and 7 mins
- Unabridged
-
Overall
-
Performance
-
Story
Harvard Business Review is the foremost destination for smart management thinking. Now, at its 100th anniversary, this commemorative volume brings together the most influential ideas since its inception. With thought leaders including Michael E. Porter, W. Chan Kim and Renée Mauborgne, Rosabeth Moss Kanter, Peter Drucker, and Clayton M. Christensen, this book puts HBR's greatest concepts at your fingertips. You'll learn how these groundbreaking ideas continue to be relevant in today's business context—and what to keep in mind as you prepare for the future.
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Unbelievable !! Fantastic!!
- By BARRY on 12-12-23
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Amaze Every Customer Every Time
- 52 Tools for Delivering the Most Amazing Customer Service on the Planet
- By: Shep Hyken
- Narrated by: Joe Bronzi
- Length: 5 hrs and 26 mins
- Unabridged
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Overall
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Performance
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Story
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.
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Every business cliche you have ever heard in 52 easy steps
- By Scott J. Jones MD on 01-24-18
By: Shep Hyken
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- By: Jeff Toister
- Narrated by: Roger Wayne
- Length: 5 hrs and 41 mins
- Unabridged
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Overall
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Performance
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Story
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
- By Shane K. on 05-14-24
By: Jeff Toister
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Objectives and Key Results
- Driving Focus, Alignment, and Engagement with OKRs
- By: Paul R. Niven, Ben Lamorte
- Narrated by: B. J. Harrison
- Length: 8 hrs and 50 mins
- Unabridged
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Overall
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Performance
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Story
Objectives and Key Results is the first full-fledged reference guide on Objectives and Key Results, a critical-thinking framework designed to help organizations create value through focus, alignment, and better communication. Written by two leading OKRs consultants and researchers, this audiobook provides a one-stop resource for organizations looking to quantify qualitative goals. You'll learn how OKRs came to be and how leading companies use them every day to help teams and employees stretch their thinking about what's possible.
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OKR Implementation to Sustainability
- By Karen E on 12-07-19
By: Paul R. Niven, and others
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
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Overall
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Performance
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Story
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
- By Amazon Customer on 04-25-19
By: Joey Coleman
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How Clients Buy
- A Practical Guide to Business Development for Consulting and Professional Services
- By: Tom McMakin, Doug Fletcher
- Narrated by: Barry Abrams
- Length: 6 hrs and 34 mins
- Unabridged
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Overall
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Performance
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Story
How Clients Buy is the much-needed guide to selling your services. If you're one of the millions of people whose skills are the "product," you know that you cannot be successful unless you bring in clients. The problem is, you're trained to do your job-not sell it. No matter how great you may be at your actual role, you likely feel a bit lost, hesitant, or "behind" when it comes to courting clients, an unfamiliar territory where you're never quite sure of the line between under- and over-selling. This book comes to the rescue with real, practical advice for selling what you do.
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Wish for more depth
- By Michael on 10-18-19
By: Tom McMakin, and others
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Million Dollar Consulting (Fifth Edition)
- The Professional's Guide to Growing a Practice
- By: Alan Weiss
- Narrated by: Scott Pollak
- Length: 6 hrs and 21 mins
- Unabridged
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Performance
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Story
Having inspired generations of consultants and entrepreneurs around the world, the “Rock Star of Consulting” Alan Weiss returns with a revised and completely updated edition of his authoritative guide to consulting success.
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LISTEN TO THIS BOOK TODAY!!!
- By Fabian Alcazar on 03-31-23
By: Alan Weiss
What listeners say about The Customer Success Professional's Handbook
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Anonymous User
- 01-19-21
Useful!
This book is a must-read for someone starting in Customer Success. Full of useful and practical information. I recommend it!
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- Placeholder
- 08-23-20
The next step for my transformation from a TAM to a CSM
Being a technical account manager for a Global Software company for 12 years, I was interested in learning and adapting to the skills necessary to be a CSM. Recognizing, I already have a lot of the same concepts, I am happy see how I can apply them to the next level and the next step in my career.
This book was spot on how my company is transforming our team and where individuals should be focusing. .
This book has given me confidence in the direction I’m heading, ideas to bring to my team and excitement to sharing them with my company.
This book clearly defines the framework and execution necessary on the CSM daily responsibilities, business concepts and leadership guidance (career path) and many more.
It was spoken in layman terms and easy to understand. I will be re-reading this in the future and suggesting it my colleagues.
Thank you for writing and publish this book.
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1 person found this helpful
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- Scott
- 08-01-20
CS handbook
As always, Gainsight produces excellent content and advice for customer success as the field and individuals in the industry.
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- Anonymous
- 02-24-22
Great insights
I am just starting my path to this career, I do not even have a job yet. This book will help me prepare for interviews, create 30/60/90 day plans, and transition into a new career. Thank you!
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- guy
- 01-05-24
Detailed with helpful illustrations
Detailed with helpful illustrations for reference when reading or listening. Different perspectives also were helpful.
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- benson
- 04-03-24
Motivation to keep going in CS
This handbook was a great guide for those of us who have been working in the evolving Customer Success field. Provides validation for our experiences that have been previously overlooked and gives clear guidance on what to expect from this career path.
This book was a key factor for my decision to complete an online certification program in CS.
The CS career has evolved over time and there’s been little if any training available after being hired in this role. I’ve worked in the health tech industry since 2007 in various roles including Service Coordinator, Account Manager, Client Services Manager, Implementation Manager, Customer Experience Manager and most recently Customer Success Manager. Strategic direction and performance criteria were lacking and yet expectations were set very high.
Today I needed to be sure this is a stable, respected & strategic role with growth potential in my industry before investing time and resources to complete another certification program. And now I know this is the right choice for me!
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- Lydia
- 06-01-22
Great content!! Narrating sounds like a computer
Absolutely loved the content. Super insightful into the customer success world. It was so difficult to listen to the narrator, that I had to buy the book & read it the old fashion way. If you’re happy with the sample reading I’m sure you’ll be fine (I should’ve listened to the sample)
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1 person found this helpful
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- Amazon Customer
- 08-13-23
Omg. Read a job description and you have what you need to know
Endless babble. If you find this book useful good for you. But at the end of the day work somewhere and learn from people that have done it.
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