{"product_id":"the-customer-success-professionals-handbook-isbn-9781119624615","title":"The Customer Success Professional's Handbook","description":"\u003cp\u003e\u003cb\u003eThe definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading \u003ci\u003eCustomer Success\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe 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—\u003ci\u003euntil now\u003c\/i\u003e.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Customer Success Professional’s Handbook \u003c\/i\u003eis 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. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eDemonstrates how to build, implement, and manage a Customer Success team\u003c\/li\u003e \u003cli\u003eHelps new CSMs develop their skills and proficiency to be more employable and grow in their careers\u003c\/li\u003e \u003cli\u003eProvides clear guidance for managers on how to hire a stellar CSM\u003c\/li\u003e \u003cli\u003ePresents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities\u003c\/li\u003e \u003cli\u003eExplains proven methods and strategies for mentoring CSMs throughout their careers\u003c\/li\u003e \u003cli\u003eOffers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives \u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eCurrently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. \u003ci\u003eThe Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers\u003c\/i\u003e—\u003ci\u003eWhile Driving Growth For Your Company \u003c\/i\u003ewill prove to be your go-to manual throughout every stage of your CSM career.\u003c\/p\u003e \u003cp\u003eContributors xvi\u003c\/p\u003e \u003cp\u003eForeword xvii\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I What is Customer Success and Why is it a Great Career? 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Customer Success Management: The Birth of a New Profession 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Age of the Customer 9\u003c\/p\u003e \u003cp\u003eThe Critical Missing Function 12\u003c\/p\u003e \u003cp\u003eThe Birth of the Customer Success Manager 15\u003c\/p\u003e \u003cp\u003eEndnotes 18\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Defining the Customer Success Manager Role 21\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGoals: Increase Retention, Reduce Churn, Drive Growth 21\u003c\/p\u003e \u003cp\u003eThe Consumption Gap 23\u003c\/p\u003e \u003cp\u003eThe Customer Success Equation 24\u003c\/p\u003e \u003cp\u003eWhat Customer Success Management is Not 27\u003c\/p\u003e \u003cp\u003eA Career or a Springboard to a Real Profession? 29\u003c\/p\u003e \u003cp\u003eEndnotes 33\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II The Core Skills of a Great CSM 35\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 A Day in the Life of a Customer Success Manager 37\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePutting Customer Success into Practice 37\u003c\/p\u003e \u003cp\u003eBeing a Customer Success Manager – A Personal Testimonial 44\u003c\/p\u003e \u003cp\u003eThe Three Core CSM Competencies 46\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 The CSM Skills Required in an Ever-Evolving Business World 51\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow to Develop Your Industry and Category Knowledge 52\u003c\/p\u003e \u003cp\u003eNetwork with Mentors and Industry Experts 54\u003c\/p\u003e \u003cp\u003eProduct Expertise is Your Ticket to Greatness 57\u003c\/p\u003e \u003cp\u003eEndnote 60\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Learn How to Empathize and Build Relationships with Customers 61\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1. Be Introspective and Self-Aware 63\u003c\/p\u003e \u003cp\u003e2. Communicate with Intent, Precision, and Persuasion: Be a Trusted Advisor 66\u003c\/p\u003e \u003cp\u003e3. Consistently Follow-Up to Create and Grow Trust 68\u003c\/p\u003e \u003cp\u003e4. How to Respond When You Don’t Know the Answer 69\u003c\/p\u003e \u003cp\u003e5. Stay Focused and Positive When Situations are Difficult; Learn From Them 70\u003c\/p\u003e \u003cp\u003e6. Read People In-Depth and With a #HumanFirst Lens of Compassion 71\u003c\/p\u003e \u003cp\u003e7. Genuinely Connect with Customers: it is Personal and it is Your Business 73\u003c\/p\u003e \u003cp\u003eEndnotes 76\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III Operationalizing Customer Success 77\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Preparing for Your Engagements and Asking Questions Like a Problem-Solving Consultant\u003c\/b\u003e \u003cb\u003e79\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Need for a 360\u003csup\u003eo\u003c\/sup\u003e View of the Customer 80\u003c\/p\u003e \u003cp\u003eDo Your Homework: Prepare for Every Customer Engagement 83\u003c\/p\u003e \u003cp\u003eThe Art of Discovery: Asking the Right Questions to Get to the Heart of the Customer’s Problem 87\u003c\/p\u003e \u003cp\u003eEndnotes 94\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Defining the Journey to Customer Outcomes 95\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Lifecycle, Journey Map, Customer Journey 96\u003c\/p\u003e \u003cp\u003eSegment Your Customers 104\u003c\/p\u003e \u003cp\u003eEndnotes 110\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Operationalize Your Customer Journey with Moments of Truth 111\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIdentifying Your Moments of Truth 112\u003c\/p\u003e \u003cp\u003eSales-to-Onboarding Handoff 114\u003c\/p\u003e \u003cp\u003eWelcome the Customer and Onboarding Kickoff 115\u003c\/p\u003e \u003cp\u003eLaunch or Go-Live 116\u003c\/p\u003e \u003cp\u003eNew Customer Executive or Champion 116\u003c\/p\u003e \u003cp\u003eBusiness Reviews: For the Executive and More 117\u003c\/p\u003e \u003cp\u003eRenewals 122\u003c\/p\u003e \u003cp\u003eEndnotes 124\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Using Customer Health Scores to Manage Your Customers 127\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHealth Scores: How to Know If Your Customers are Doing Well 127\u003c\/p\u003e \u003cp\u003eDesigning Your Outcomes Health Score 129\u003c\/p\u003e \u003cp\u003eDesigning Your Experience Health Score 133\u003c\/p\u003e \u003cp\u003eSetting the Right Thresholds 135\u003c\/p\u003e \u003cp\u003eOther Frameworks to Design Your Health Score 136\u003c\/p\u003e \u003cp\u003ePutting Health Scores to Work for You 139\u003c\/p\u003e \u003cp\u003eThe Future and Human-Element of Customer Health Scorecards 142\u003c\/p\u003e \u003cp\u003eEndnotes 146\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Voice of the Customer and Your Tech-Touch Strategy 147\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow to Get Meaningful Customer Feedback 147\u003c\/p\u003e \u003cp\u003eThe Hidden Value of Customer Feedback 151\u003c\/p\u003e \u003cp\u003eTech Touch: The Secrets of Low-Touch Customer Success 154\u003c\/p\u003e \u003cp\u003eOnboarding Tech-Touch Workflow 155\u003c\/p\u003e \u003cp\u003eRenewals Management Tech-Touch Workflow 158\u003c\/p\u003e \u003cp\u003eRisk Management Tech-Touch Workflow 158\u003c\/p\u003e \u003cp\u003eAdvocacy Management Tech-Touch Workflow 161\u003c\/p\u003e \u003cp\u003eEndnote 163\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Help Customers Achieve Their Business Goals 165\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAdoption Management: How to Proactively Manage Product Use and Adoption 166\u003c\/p\u003e \u003cp\u003eSuccess Planning: Make Sure the Customer Gets the Long-Term Results They Expect 172\u003c\/p\u003e \u003cp\u003eIdentify Business Objectives 173\u003c\/p\u003e \u003cp\u003eStrategy Session 173\u003c\/p\u003e \u003cp\u003eDocument the Plan 175\u003c\/p\u003e \u003cp\u003eTrack Value 175\u003c\/p\u003e \u003cp\u003eProduct Experience – Improving Your Product is Your #1 Priority 176\u003c\/p\u003e \u003cp\u003eEndnote 180\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Drive Revenue Growth Through Engagement, Proactive Risk Management, Churn\u003c\/b\u003e \u003cb\u003eAnalysis, Expansion, and Advocacy 181\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eStakeholder Alignment: How to Manage Executive Sponsors and Other Customer Stakeholders 182\u003c\/p\u003e \u003cp\u003eRisk Management: What to Do When a Customer is Trending Toward Cancelling: How to Proactively Escalate Risk and Save the Customer 185\u003c\/p\u003e \u003cp\u003eReduce Churn with a Deep Understanding of Why Your Customers Have Left 190\u003c\/p\u003e \u003cp\u003eExpansion Management: Understanding White Space in Your Customer Base to Upsell and Cross-sell Your Products and Services 199\u003c\/p\u003e \u003cp\u003eAdvocacy Management: How to Turn Your Best Customers into Evangelists 202\u003c\/p\u003e \u003cp\u003eEndnote 205\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV Retaining and Developing the Best CSMs 207\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Managing a Customer Success Team 209\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSegmentation and Aligning a Customer Success Manager to the Right Customer 209\u003c\/p\u003e \u003cp\u003eDetermining the Best Customer Success Manager-to-Customer Ratio and CSM Profiles 214\u003c\/p\u003e \u003cp\u003eCompensating Your Customer Success Managers 219\u003c\/p\u003e \u003cp\u003eDashboards to Manage the Customer Success Team 222\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14 Creating Career Paths for Your Customer Success Managers 229\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDesigning CSM as a Career 229\u003c\/p\u003e \u003cp\u003eCreating Career Paths within the CS Function 230\u003c\/p\u003e \u003cp\u003eConducting a Comprehensive Talent Review Process 238\u003c\/p\u003e \u003cp\u003eCreating Career Paths Between Functions 240\u003c\/p\u003e \u003cp\u003eConclusion 243\u003c\/p\u003e \u003cp\u003eAcknowledgments 245\u003c\/p\u003e \u003cp\u003eAbout the Authors 251\u003c\/p\u003e \u003cp\u003eIndex 253\u003c\/p\u003e   \u003cp\u003e\u003cb\u003eASHVIN VAIDYANATHAN\u003c\/b\u003e is the Chief Customer Officer at Gainsight—the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey \u0026amp; Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eRUBEN RABAGO\u003c\/b\u003e is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe. \u003c\/p\u003e\u003cp\u003eCONTRIBUTORS \u003c\/p\u003e\u003cp\u003e\u003cb\u003eAlan Armstrong,\u003c\/b\u003e CEO, Eigenworks \u003c\/p\u003e\u003cp\u003e\u003cb\u003eCarine Roman,\u003c\/b\u003e Global Head of Customer Success at LinkedIn Talent Solutions \u003c\/p\u003e\u003cp\u003e\u003cb\u003eChad Horenfeldt\u003c\/b\u003e, VP of Client Success, Updater \u003c\/p\u003e\u003cp\u003e\u003cb\u003eChrisy Woll,\u003c\/b\u003e VP of Customer Success, CampusLogic \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDavid Kocher,\u003c\/b\u003e VP of Customer Success, GE Digital \u003c\/p\u003e\u003cp\u003e\u003cb\u003eEaston Taylor,\u003c\/b\u003e Director of Customer Success, Gainsight \u003c\/p\u003e\u003cp\u003e\u003cb\u003eEduarda Camacho,\u003c\/b\u003e Executive VP, Customer Operations at PTC \u003c\/p\u003e\u003cp\u003e\u003cb\u003eElaine Cleary,\u003c\/b\u003e Principal CSM, Director of Education Services, Gainsight \u003c\/p\u003e\u003cp\u003e\u003cb\u003eErin Siemens,\u003c\/b\u003e SVP Client Success, ADP \u003c\/p\u003e\u003cp\u003e\u003cb\u003eJohn Sabino,\u003c\/b\u003e Chief Customer Officer, Splunk \u003c\/p\u003e\u003cp\u003e\u003cb\u003eJon Herstein,\u003c\/b\u003e Chief Customer Officer, Box \u003c\/p\u003e\u003cp\u003e\u003cb\u003eMary Poppen,\u003c\/b\u003e Chief Customer Officer, Glint \u003c\/p\u003e\u003cp\u003e\u003cb\u003eNadav Shem-Tov,\u003c\/b\u003e Director of Teammate Success-CS, Gainsight \u003c\/p\u003e\u003cp\u003e\u003cb\u003ePatrick Eichen,\u003c\/b\u003e VP Client Success, Cornerstone OnDemand \u003c\/p\u003e\u003cp\u003e\u003cb\u003eStephanie Berner,\u003c\/b\u003e Global Head of Customer Success at LinkedIn Sales Solutions \u003c\/p\u003e\u003cp\u003e\u003cb\u003eTravis Kaufman,\u003c\/b\u003e VP of Product Growth, Gainsight    \u003c\/p\u003e\u003cp\u003e\u003cb\u003eCustomer Success: The wave of the future of the customer service profession\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eThe customer service model has been the default for businesses for centuries, but in the age of subscription, cloud-based solutions, and Software as a Service (SaaS), that model no longer proves effective. And it is not just technology—every sector is undergoing a fundamental shift in consumer expectations. Customers and businesses are demanding a higher standard. In short, they are demanding customer success. \u003c\/p\u003e\u003cp\u003eThe Customer Success Manager (CSM) role is one of the fastest growing jobs as a result. This is a global trend that is unlikely to slow because instead of being content with purchasing a product and walking away, customers are purchasing and expecting results. The CSM ensures that customers have the tools, information, and training they need to achieve their desired outcomes. They capture customers' objectives, map out a pathway to achieving them, and measure success against those goals using sophisticated tools and data-based feedback. \u003ci\u003eThe Customer Success Professional's Handbook\u003c\/i\u003e serves as an invaluable resource for anyone working or interested in this emerging function. Whether you're a novice or a seasoned CSM, Account Manager, or in an adjacent role, it offers practical advice you can use right away to deliver meaningful results to your customers—and ultimately revenue growth to your company. \u003c\/p\u003e\u003cul\u003e \u003cli\u003eBuild and manage a strong Customer Success team\u003c\/li\u003e \u003cli\u003eDevelop your skills to boost effectiveness and employability\u003c\/li\u003e \u003cli\u003eApply proven strategies to successfully operationalize customer success\u003c\/li\u003e \u003cli\u003eUse practical tips to increase revenue and identify methods for improving results for customers\u003c\/li\u003e \u003cli\u003eHire the ideal CSM for your organization\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eLeading forecasters are demonstrating that companies will be hiring CSMs in unprecedented numbers over the coming years. Apply the lessons in \u003ci\u003eThe Customer Success Professional's Handbook\u003c\/i\u003e to develop the competitive edge you need to stand out in the crowd.   \u003c\/p\u003e\u003cp\u003ePraise for THE \u003cb\u003eCUSTOMER SUCCESS\u003c\/b\u003e PROFESSIONAL'S HANDBOOK\u003c\/p\u003e \u003cp\u003e\"In the Age of the Internet that ushered in this century, product was still king, and the product manager was the role around which everything else revolved. Today we are in the Age of the Customer, where the customer is king, and the role around which everything else must revolve is the customer success manager. This is a new role, and that makes \u003ci\u003eThe Customer Success Professional's Handbook\u003c\/i\u003e a timely and welcome contribution across the globe. It is comprehensive, accurate, and incredibly well informed, making it a 'must-read' for anyone performing, managing, or entering the profession.\"\u003cbr\u003e\u003cb\u003e—Geoffrey A. Moore,\u003c\/b\u003e Author, \u003ci\u003eCrossing the Chasm\u003c\/i\u003e and\u003ci\u003e Zone to Win\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Ashvin and Ruben have created an all-in-one guidebook for creating customers for life. This is required reading for anyone in the customer success profession.\"\u003cbr\u003e\u003cb\u003e—Nick Mehta,\u003c\/b\u003e CEO, Gainsight, Co-Author, \u003ci\u003eCustomer Success\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Ashvin and Ruben do an incredible job of taking you step-by-step to define and build a successful CS Organization. It is a must-read for any founder, CEO, executive, and customer success professional.\"\u003cbr\u003e\u003cb\u003e—Christina Kosmowski,\u003c\/b\u003e VP, Global Head of Customer Success, Slack\u003c\/p\u003e \u003cp\u003e\"\u003ci\u003eThe Customer Success Professional's Handook\u003c\/i\u003e teaches you how to scale Customer Success, drive up NPS and revenue retention, and get out ahead of the competition. Customer Success should be a science and not just an art. The \u003ci\u003eHandbook\u003c\/i\u003e helps you realize that.\"\u003cbr\u003e\u003cb\u003e—Jason M. Lemkin,\u003c\/b\u003e SaaStr CEO and Founder\u003c\/p\u003e \u003cp\u003e\"This one-of-a-kind guide from leading experts. . . provides practitioners with actionable insights and advice to help them drive growth for their companies and succeed in their careers.\"\u003cbr\u003e\u003cb\u003e—Yamini Rangan,\u003c\/b\u003e Chief Customer Officer, Dropbox\u003c\/p\u003e \u003cp\u003e\". . . the most comprehensive book that's ever been written on the critical steps for successfully implementing CS at scale. . . the \u003ci\u003eHandbook\u003c\/i\u003e not only communicates what needs to be done but how and why. . . a book that should be in the minds and on the desk of every CS professional.\"\u003cbr\u003e\u003cb\u003e—J.B. Wood,\u003c\/b\u003e President and CEO, TSIA\u003c\/p\u003e \u003cp\u003e\"Business Success = Customer Success. When companies realize this truth, they'll want this handbook!\"\u003cbr\u003e\u003cb\u003e—Therese Tucker,\u003c\/b\u003e CEO and Founder, BlackLine\u003c\/p\u003e \u003cp\u003e\"This is a straight-up cookbook for one of the most important recipes in business growth today—the customer success organization.\"\u003cbr\u003e\u003cb\u003e—Jay Simons,\u003c\/b\u003e President, Atlassian\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990202958053,"sku":"NP9781119624615","price":32.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119624615.jpg?v=1761786889","url":"https:\/\/k12savings.com\/es\/products\/the-customer-success-professionals-handbook-isbn-9781119624615","provider":"K12savings","version":"1.0","type":"link"}